GS - Service Success Specialist
Core
Strategic guardian of Grab's critical customer interactions, owning end-to-end resolution for high-priority CEO, Executive, and Regulatory Compliance escalations in Malaysia and Singapore.
Role type
Senior IC Service Success Specialist (Escalations & Root Cause Analysis)
Builds
Operational audit roadmap, documented 'Cures' for executive/regulatory failures, and upstream product/SOP enhancements.
Domain
Ride-hailing/Food delivery superapp (Grab) in Southeast Asia
Deliverable
Dashboards & analysis | Client delivery
Required skills
Root cause analysis (5-Whys), forensic deep-dives, executive communication, regulatory compliance, process improvement methodologies (Lean/Six Sigma), cross-functional partnership, data-backed reporting
Preferred skills
Sentiment analysis, risk protocol evaluation, calibration session facilitation, stakeholder advocacy
Technologies
None explicitly stated
Responsibilities
Resolve high-severity escalations within 15-minute acknowledgement and 7-day resolution frameworks; perform forensic audits to isolate root causes of process/product failures; draft executive write-ups and formal statutory responses; translate audit findings into actionable feedback for Product and Operations; manage C-suite expectations with data-backed chronologies; maintain comprehensive audit trails for regulatory readiness.
Seniority
Mid-Senior, hands-on IC