CX Strategy and Operations Head

Role Overview

The CX Strategy and Operations Head is a strategic leader responsible for bridging high‑level customer experience strategy with day‑to‑day operational execution in a fast‑paced Super App environment. This role leads the diagnosis, elimination, and prevention of CX defects across the entire customer journey, from app launch to rider delivery.

• Define and lead the overarching Customer Experience strategy, focusing on defect reduction across cancellations, delays, poor‑quality orders, and low ratings.
• Establish a clear defect taxonomy, measurement frameworks, and targets to systematically improve experience quality and reliability.
• Deep‑dive into CX issues across customers, riders, and merchants to identify root causes and translate insights into structured initiatives.
• Design and implement frameworks that improve order success rates, delivery reliability, and overall service consistency.
• Partner with Operations and Product teams to reduce variability and ensure high‑quality execution across all touchpoints.
• Act as the central driver for CX improvements across Product, Engineering, Operations, Support, and Commercial teams, aligning stakeholders around shared goals and measurable outcomes.
• Develop policies, guardrails, and accountability frameworks to ensure consistent, fair, and high‑quality experiences.
• Define and track core CX metrics, build dashboards and reporting frameworks to enable proactive issue identification.
• Shift the organization from reactive problem‑solving to proactive defect prevention through automation, product improvements, and smarter processes.

• 8+ years of experience in strategy, operations, CX, or related roles within fast‑paced, customer‑centric organizations.
• Proven track record of improving customer experience metrics and reducing operational defects at scale.
• Strong ability to break down ambiguous problems into structured frameworks and actionable solutions.
• Demonstrated experience leading cross‑functional initiatives from strategy through execution and impact.
• Strong analytical mindset with experience using data to identify issues, measure impact, and drive decisions.
• Experience working closely with Product, Engineering, Operations, and Support teams.
• Excellent stakeholder management and communication skills, with the ability to influence senior leaders.
• Ownership mindset with a bias toward action and measurable outcomes.
• Passion for building scalable systems that improve both customer experience and operational efficiency.

• Collaborate with a global team and work in an environment that values autonomy.
• Learning budget and access to courses and tools for professional growth.
• Generous leave and wellness policies with flexible time off.
• Agile work practices, including Scrum methodology.
• Enhanced corporate certifications including ISO 9001:2015 and ISO 45001:2018.

We are an equal‑opportunity workplace committed to fairness and inclusion.