Description
Grab is Southeast Asia's leading superapp, offering various services such as food delivery, financial management, and transportation.
As Head of Grab Support – Thailand, you will lead the end-to-end customer experience strategy and operations for one of Grab's key growing and dynamic markets.
CX Strategy & Market Ownership
- Lead Thailand's CX vision across all Grab product verticals
- Synthesize VOC, CSAT, NPS, and escalation data to identify systemic pain points and design solutions
- Represent Thailand's CX voice in regional and country leadership forums
- Benchmark against global CX leaders and latest technologies
- Position Thailand's support function as an active contributor to user retention and revenue growth
BPO Operational Performance
- Serve as the accountable in-country owner of BPO operational performance
- Guide vendor accountability through weekly rigorous review cadences
- Provide market-specific inputs into regional capacity planning, headcount forecasting, and ramp decisions
- Oversee local QA execution, training delivery, and performance calibration with regional quality frameworks
Operational Excellence & AI-Led Transformation
- Lead Thailand's transition to an AI-enabled, digital-first support model
- Champion AI-powered and automated service journeys as strategic levers
- Drive Thailand's shift to data-driven operations
- Pilot bold, CX models, moving fast on validated experiments and scaling what works across the market
Cross-Functional Leadership & Stakeholder Alignment
- Collaborate with country and regional teams to lead local user first policies and influence without authority
People Leadership & Capability Building
- Lead, inspire, and grow a high-skilled in-house team
- Build and sustain a structured capability development roadmap for in-house talent
- Extend capability-building rigor to BPO partner talent pipelines
- Hold self, team, and fellow leaders accountable to outcomes
Qualifications
- 10+ years in customer experience, customer success, or CX operations leadership
- Demonstrated experience managing CX strategy, including journey mapping, VOC programme design, and closed-loop feedback mechanisms
- Experienced in managing large, blended workforces across multiple business departments
- Experienced working within or alongside regional BPO governance structures
- Background in CX transformation or change management
- Experience connecting support operations to commercial outcomes
Capabilities
- Expert-level systems thinking
- Data fluency
- Proficiency with CX and support tooling
- Stakeholder management and orchestration skills
- Fluent in Thai and English, both written and spoken