Senior Manager, Grab Support Strategy
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Job Description
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.
Requirements
Function: Customer Service
Experience Level: Mid-Senior Level