Manager, Digital Experience and Service Success
Core
Lead the digital support arm for Grab Support across Malaysia and Singapore, managing a multi-disciplinary team to scale digital channels and optimize self-service capabilities.
Role type
Manager, Digital Experience and Service Success
Builds
Digital support channels, self-service capabilities, and automated resolution flows for Grab users in MY/SG
Domain
Ride-hailing and superapp customer service (Malaysia/Singapore)
Required skills
People leadership, digital product strategy, conversational AI/NLP, self-service UI/UX, data analytics, stakeholder management
Preferred skills
English and Bahasa proficiency, local operational nuance in Malaysia/Singapore
Responsibilities
Provide leadership and mentorship to automation and content teams; translate regional strategy into team roadmaps; own digital support outcomes and self-service metrics; partner with Product/Engineering on bot capabilities; represent digital agenda in senior leadership; oversee digital content quality and Help Centre architecture
Seniority
Manager, direct people leadership
