Grab
Information Technology And Services
CustomerExperience-ServiceDeliveryHead
Neural analysis suggests this role is
optimal for mid candidates.
“Customer Experience - Service Delivery Head at Grab. Skills: Service Delivery, Operations Management, Customer Experience, Vendor Management. Design, govern, and lead end-to-end service delivery. Oversee operations in customer experience”
What You'll Achieve.
Deliver world-class experience to consumers and partners; Ensure operations are efficient, scalable, and resilient; Empower support agents to deliver exceptional experiences; Ensure delivery models are financially sustainable; Aligned with regional priorities; Return on investment optimization; Implement governance frameworks, compliance, and risk controls; Build and scale center of excellence model; Ensure customer-first decision-making
Industry & Context.
What They're Looking For.
Must Have
10 years of progressive experience in BPO Contact Center, In-house/ Shared Service, Customer Operations environment managing multiple stakeholders, 8 years extensive experience in a leadership role within a proven track record delivering operational excellence for a medium sized in-house operations and large-scale contact center or customer support environment, Proven track record of managing both in-house and outsourced operations with omni-channel, multi-channel support, Partner and collaborate with local, regional partners and cross-functional teams, Has experience co-shaping, planning and managing budgets, understanding of contact center metrics, technologies, and best practices, Experience leading and coaching multiple teams
What You'll Do.
and lead end-to-end service delivery
Oversee operations in customer experience
Ensure delivery models are future-ready
Implement operating model within assigned vertical
Manage/ Monitor budget spend for service delivery
Drive continuous improvement using Lean
Ensure performance and service level agreement adherence
Promote standardization
Manage escalations at country scale
Lead service delivery Team Leaders and BPO partners
Be the face of the Vertical and GS counterpart
How You'll Work.
Team & Collaboration
Partner and collaborate with local, regional partners and cross-functional teams; Lead service delivery Team Leaders and BPO partners towards a common and shared goal; Champion inclusion, collaboration, and talent mobility in the country; Be the face of the Vertical and the GS counterpart for internal customers
Process & Methodology
Co-shape projects that drive operational efficiency
Full Job Description
About Grab and Our Workplace Grab is Southeast Asia's leading superapp. From getting your favourite 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. Get to Know the Team The Grab Support (GS) PH team values collaboration and a customer-centric approach in delivering world-class experience to our consumers and partners. Our focus is on continuous improvement, driven by a commitment to business process optimization, digital innovation, and strategic vendor management. We are responsible for ensuring our operations are efficient, scalable, and resilient, empowering our support agents to deliver exceptional experiences in every Grab journey. Get to Know the Role As the Service Delivery Head, you will be responsible for designing, governing, and leading end-to-end service delivery for multiple businesses of Grab. You will oversee operations in customer experience for both in-house and outsourced operations, ensuring that delivery models are future-ready, financially sustainable, and aligned with regional priorities. The Critical Tasks You Will Perform * Implement the operating model within the assigned vertical or business segment by introducing automation, outsourcing/insourcing, and new digital service solutions. * Manage/ Monitor the budget spend for service delivery. . * Return on investment optimization, and co-shape projects that drive operational efficiency. * Implement governance frameworks, compliance, and risk controls for the vertical. * Build and scale center of excellence model with the GS Support Country Leadership. * Drive continuous improvement using Lean, Six Sigma, and best-in-class benchmarking. * Ensure performance and service level agre
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