# Manager, Digital Experience and Service Success

**Company**: Grab
**Location**: Petaling Jaya
**Work arrangement**: onsite
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://jobs.smartrecruiters.com/Grab/744000157053260-manager-digital-experience-and-service-success?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_14dd37dd-213

## Description

As the Manager, Digital Experience and Service Success, you will lead the digital support arm across Malaysia and Singapore. You will provide direct leadership, mentorship, and direction to a multi-disciplinary team, including Senior Specialist Chatbot & Automation, Assistant Manager Service Success, Digital Content Specialists, and escalation handling teams.

You will translate regional digital strategy into a coordinated team roadmap with clear ownership, milestones, and accountability across Malaysia and Singapore. You will take full accountability for digital support outcomes, including chatbot and automation performance and self-service user experience.

You will act as the primary business partner to Regional Product and Technology teams to govern the digital roadmap, expand bot capabilities, and drive self-service performance. You will represent the digital experience agenda in senior leadership forums, delivering data-backed performance reviews and strategic investment proposals.

You will oversee digital content quality, Help Centre architecture, and conversational flows to eliminate user friction and optimize self-service user journeys.

Qualifications:

- 5+ years of experience in Digital Customer Experience, Chatbot/Automation Management, or Product Operations, with direct people management experience.

- Demonstrated ability to build, coach, and manage multi-disciplinary teams.

- Deep digital product savvy, including understanding conversational AI, NLP intent models, self-service UI/UX, and digital content architecture.

- Strong analytical skills with a proven track record of driving containment and deflection metrics using data-driven insights.

- Excellent stakeholder management skills to influence Product, Engineering, and Operations roadmaps.

- Exceptional written and verbal communication skills in English and Bahasa.

Life at Grab:

- Term Life Insurance and comprehensive Medical Insurance.

- GrabFlex benefits package.

- Parental and Birthday leave.

- Love-all-Serve-all (LASA) volunteering leave.

- Confidential Grabber Assistance Programme.

- FlexWork arrangements.

## Skills

### Required
- Digital Customer Experience
- Chatbot/Automation Management
- Product Operations
- Conversational AI
- NLP intent models
- Self-service UI/UX
- Digital content architecture
- Analytical skills
- Stakeholder management

### Nice to have
- Bahasa proficiency
- local operational nuance across Malaysia and/or Singapore markets

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Source: [Apply at jobs.smartrecruiters.com](https://jobs.smartrecruiters.com/Grab/744000157053260-manager-digital-experience-and-service-success?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)