Senior Customer Operation Excellence Manager - Grab

This role is responsible for driving operational excellence across customer support departments by ensuring positive customer outcomes and building high-performing teams. The manager will lead initiatives to optimize processes and leverage AI and automation to improve service quality and efficiency. The position involves partnering with regional teams to provide scalable, customer-centric solutions that support Grab's broader business growth and transformation agenda.

The role requires leading complex customer resolution efforts, including executive escalations and high-sensitivity cases. The manager will oversee the enablement team focused on AI transformation and process excellence, as well as the commercial team responsible for telesales and inside sales performance. Strong governance is required to manage BPO partners and ensure cases are resolved with appropriate documentation and quality standards.

• Lead customer success and executive escalation teams to handle complex cases and set clear resolution standards
• Oversee the enablement team focusing on AI transformation, process excellence, and knowledge management
• Manage the Grab Support Commercial team to improve telesales and inside sales performance
• Establish strong escalation governance with BPO partners and internal teams to ensure proper case triage and ownership
• Utilize customer insights, NPS, and satisfaction data to identify systemic pain points and prioritize improvements
• Partner with legal, compliance, privacy, safety, and product teams on sensitive cases and crisis management
• Build specialist team capabilities through coaching, calibration, and development pathways

• Minimum of 6 years of experience in customer success, customer experience, or complex operations
• Demonstrated experience leading specialist, Level 2, or high-sensitivity support teams
• Proven ability to handle customer complaints, safety concerns, financial issues, and regulatory matters
• Strong stakeholder management skills to coordinate across BPO partners, country teams, and regional functions
• Ability to combine empathy with structured problem-solving using operational data
• Fluent in both Thai and English, with strong written and verbal communication skills

• Experience in high-growth technology platforms, super-apps, or financial services
• Background in complaint centers, safety and trust operations, or regulatory case management
• Experience designing Voice of the Customer (VOC) programs and closed-loop feedback systems
• Familiarity with automation, artificial intelligence, or analytics tools to improve support outcomes

1. Apply online

2. Video or phone interview with a recruiter

3. Assessments and/or technical competency interview

4. Culture fit interview covering career vision and working style