Grab Support Senior Customer Operation Excellence Manager
About Grab and Our WorkplaceGrab is Southeast Asia's leading Super App. From getting your favorite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility. You will be responsible for driving operational excellence across these departments by ensuring customer outcomes, building teams, optimizing processes, and using AI and automation to improve efficiency and service quality. This role partners with regional and partners to provide scalable, customer-centric solutions while supporting Grab's business growth and transformation agenda.The Critical Tasks You Will PerformLead Customer Success and Executive Escalation, complex customer resolution, setting clear standards for complex case handling, customer advocacy, risk management, and resolution quality.Lead the enablement team - AI transformation, Process excellence, Knowledge management, Grab Help CenterLead the Grab Support Commercial team, overseeing Telesales and GFB Inside Sales to improve sales performance, operational excellence, and sustainable business growthEstablish strong escalation governance with BPO partners and internal teams to ensure cases are triaged, owned, resolved, and closed with appropriate documentation.Use voice of the customer (VOC), NPS, customer satisfaction, complaint, escalation, and repeat-contact insights to identify systemic pain points and prioritise improvements.Partner with Legal, Compliance, Privacy, Safety, Product, and Operations teams on sensitive cases and crisis-related customer experience risks.Build capability across specialist teams through coaching, calibration, knowledge improvement, and clear development pathways. What Essential Skills You Will Need6 or more years of experience in customer success, customer experience, complex operations, complaint management, service recovery, or a related field.Demonstrated experience leading specialist, Level 2, escalation, or high-sensitivity support teams.Experienced in handling customer complaints, safety concerns, financial issues, regulatory or privacy matters, and reputational risk.You are able to combine empathy with structured problem solving, using customer and operational data to find causes and improve journeys.You have stakeholder management skills, with the ability to coordinate across BPO partners, country teams, regional functions, and policy owners.Fluent in Thai and English, both written and spoken.Good to HaveExperience in a high-growth technology platform, super-app, e-commerce, financial services, or transportation business.Experience with complaint centres, financial support, safety and trust operations, regulatory case management, or customer advocacy.Experience designing VOC progra...