Head, Service Excellence & Digital Operations

Job Description

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, guided by a commitment to business process optimization, digital innovation, and strategic vendor management. We will ensure our operations are efficient, scalable, and resilient, empowering our support agents to deliver exceptional experiences in every Grab journey.

Get to Know the Role

You will be the chief executor of operational excellence, managing the full design‑to‑delivery lifecycle for support quality, processes, and agent capability. You will ensure the Service Excellence & Experience Head sets the strategic vision, which you will translate into high‑quality, measurable results across business processes, quality assurance, agent training, and digital enablement.

You will lead the effort to transform react...