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.