Senior Manager, Grab Support Strategy
Get to Know the Team
As a member of our Grab Support (GS) Strategy & Planning team, you will serve as the strategic control tower for customer support across Malaysia and Singapore. We are an executive-facing team operating at the intersection of Operations, Enablement, and Product. Our mission is to translate regional business priorities into a high-performing, integrated, and scalable customer support operating model that drives operational excellence and customer trust.
Get to Know the Role
As the Senior Manager, Customer Support Strategy, you will lead the GS Strategy & Planning function across Malaysia and Singapore. You will oversee multidisciplinary teams across Data & Reporting, Compliance & Governance, and Operational Performance Analytics. Your core mission is to establish rigorous operational governance, evaluate cross-functional trade-offs across Operations and Enablement, and ensure strategic decisions deliver cost efficiency, productivity, and an elevated customer experience. You will report directly to the Head of Grab Support, MY/SG and will be based onsite in Petaling Jaya. If you are passionate about driving operational transformation and leading high-impact strategy teams, we invite you to apply.
The Critical Tasks You Will Perform
- You will translate regional business priorities into an integrated MY/SG Support operating model, aligning Operations, Enablement, Workforce Management, and Quality functions.
- You will serve as the accountable owner evaluating cross-functional trade-offs, prioritizing high-impact strategic initiatives, and balancing service level, cost, and quality investments.
- You will convert strategic priorities into execution roadmaps with clear performance milestones, accountability structures, and measurable business outcomes.
- You will lead and mentor people managers and senior individual contributors across Data & Reporting, Compliance & Governance, and Operational Performance Analytics.
- You will establish and steer executive governance mechanisms, operational reviews, and performance tracking cadences for MY/SG Support leadership.
- You will partner with Enablement and Operations leaders to drive process standardization, strategic prioritization, and continuous improvement across in-house and BPO channels.
- You will leverage Generative AI (GenAI) and automation tools to streamline reporting workflows, accelerate operational insights, and elevate overall team productivity.
What Essential Skills You Will Need
- You have at least 10 years of progressive leadership experience in Customer Operations, Operational Strategy & Planning, Management Consulting, or Business Transformation within high-growth tech or e-commerce environments.
- You have experience designing integrated operating models, managing complex operational trade-offs, and converting strategy into measurable operational outcomes.
- You have demonstrated executive presence with extensive experience influencing senior stakeholders and driving cross-functional alignment across matrixed organizations.
- You have deep proficiency in operational performance frameworks, financial and cost-efficiency modeling, and operational metrics governance.
- You have direct experience managing and coaching multidisciplinary teams across analytics, governance, or strategy functions.
- You have professional written and verbal communication skills in English and Bahasa to deliver executive briefings, regulatory documentation, and cross-border operational reports.
- You have experience engaging with AI tools and emerging technologies to enhance productivity, improve workflows, and contribute new ideas.
About Grab and Our Workplace
Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility.
Life at Grab
We care about your well-being at Grab, here are some of the global benefits we offer:
- We have your back with Term Life Insurance and comprehensive Medical Insurance.
- With GrabFlex, create a benefits package that suits your needs and aspirations.
- Celebrate moments that matter in life with loved ones through Parental and Birthday leave, and give back to your communities through Love-all-Serve-all (LASA) volunteering leave
- We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges.
- Balancing personal commitments and life's demands are made easier with our FlexWork arrangements such as differentiated hours
What We Stand For At Grab
We are committed to building an inclusive and equitable workplace that provides equal opportunity for Grabbers to grow and perform at their best. We consider all candidates fairly and equally regardless of nationality, ethnicity, race, religion, age, gender, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.
View our location
For over a decade, Grab has seamlessly connected Malaysian people to a range of services—food, groceries, rides, and more. Take a tour and get to know this one-stop destination for making life more convenient for the local community.
Meet the Operations and Sales team
Our Operations and Sales teams are the dynamic duo decoding user behaviour – from our partners to our consumers! Discover innovative ways to get things done and ensure smooth operations for the millions of micro-entrepreneurs who use the Grab platform.
To succeed in Operations at Grab, we must immerse ourselves in the markets so that we can experience the pain points of our consumers and partners. For example, the traffic in Bangkok and Jakarta makes our driver-partners value a job not just based on the travel distance but how long the trip will take in traffic. This consideration plays a big part in how we design the pricing scheme for different services in the region. Only by sitting in the traffic yourselves can you feel the pain of our partners and empathise with them.
“ ”
In my role, I am responsible for Grab Indonesia’s Help Centre articles. I provide information and solutions to troubleshoot any issues our passengers, merchant and driver-partners might have. I also deal with customer queries and remedy any specific issues end users might be experiencing. Dealing with people when they’re frustrated can be tricky – but I think customer service is the best place to learn about humanity and empathy and widen your perspective. It teaches you how to listen and understand people to find solutions – that’s why I love my job.
“ ”
If I could sum up life at Grab, it would be flexible, evolutionary and life-changing. This is the place to live your life and learn the lessons that come with that – both inside and outside of work. Grab has evolved but it’s still like a start-up because we’re learning something new every day.
“ ”
The Application Process
What can you expect when you apply for a role at Grab? Here’s what our hiring process looks like.
Step 1: Apply.
We have a range of open roles from Marketing to Engineering and everything in between. Find the one that’s best for you and show us why you’re our next teammate.
Step 2: Getting to know you.
Next, you’ll have a video or phone interview with one of our recruiters to chat about you, the role, and your past work experiences.
Step 3: Testing, testing… 123.
Some roles might require assessments and/or a technical competency interview. For other roles, there might be an additional interview – speak with your recruiter for application details.
Step 4: Is it a culture match?
Finally, we’ll find out how we fit together, if your career vision aligns with our mission, how you embody the 4 H's, and your working style and personality.
