Lead Product Manager, Grab Support
Core
Lead the strategy and delivery of customer support products, focusing on upstream prevention and shifting from reactive ticket-based support to proactive, AI-driven experiences.
Role type
Lead Product Manager (Customer Support & GenAI)
Builds
Scalable support solutions, automation controls, and AI-driven conversational experiences
Domain
Ride-hailing/Transportation (Grab) + Customer Support + Generative AI
Deliverable
production ML models
Required skills
GenAI product shipping, product strategy, cross-functional leadership, data-driven decision making, stakeholder influence, roadmap execution, automation design
Preferred skills
AI/automation industry trends, proactive support design, mentoring
Technologies
GenAI, AI-driven conversational systems, automation tools
Responsibilities
Own end-to-end product strategy for support capabilities; Partner with cross-functional teams to build roadmaps improving first-contact resolution; Use data and metrics to identify root causes and drive product decisions; Work with engineering to deliver scalable solutions balancing automation and edge-case handling; Act as a thought leader in redefining support workflows; Communicate strategy and performance to senior leadership.
Seniority
Lead, hands-on IC with mentorship
