Description
Grab is Southeast Asia's leading superapp, providing various services including food delivery, financial management, and transportation.
The Associate, Quality & Trust improves merchant and platform quality across the end-to-end consumer journey, from store discovery and content through order fulfilment and post-order recovery.
Responsibilities
- Merchant & Platform Quality: Identify opportunities to improve store listings, menus, content accuracy, merchant availability, and the discovery experience. Design and implement initiatives that improve the quality and reliability of merchant information on the platform.
- Order & Fulfilment Experience: Analyse order and fulfilment performance to identify drivers of cancellations, delays, missing or incorrect items, and other quality issues. Develop interventions that improve merchant execution, reliability, and accountability.
- Policies, Processes & Recovery: Review policies, workflows, and operational controls to identify gaps and opportunities for improvement. Design practical solutions that balance consumer experience, merchant experience, business impact, and operational efficiency.
- Continuous Improvement & Product Enablement: Use performance metrics, feedback, and operational insights to prioritise quality improvement opportunities and measure impact. Partner with cross-functional teams to translate local needs into product or process improvements.
Qualifications
- Bachelor's degree in a relevant discipline.
- Minimum 3 years of experience in operations, analytics, strategy, or project/programme management.
- Ability to break down complex problems and develop practical solutions.
- Manage projects from problem definition and solution design through execution and impact measurement.
- Strong stakeholder management skills and ability to collaborate effectively across cross-functional teams.
Benefits
- Term Life Insurance and comprehensive Medical Insurance.
- GrabFlex: create a benefits package that suits your needs and aspirations.
- Parental and Birthday leave.
- Love-all-Serve-all (LASA) volunteering leave.
- Confidential Grabber Assistance Programme.
- FlexWork arrangements such as differentiated hours.