Manager, Digital Experience and Service Success

Job Description

Get to Know the Team

As a member of our Digital Experience and Service Success team within Customer Operations Excellence (Enablement), you will operate at the intersection of Digital Automation, Content Strategy, Service Success, and Operations. We are a forward-looking team dedicated to scaling Grab Support's digital channels, expanding self-service capabilities, and optimizing user journeys across Malaysia and Singapore.

Get to Know the Role

As the Manager, Digital Experience and Service Success, you will lead the digital support arm across MY/SG. You hold dual accountability: providing direct people leadership to a multi-disciplinary team—including Senior Specialist Chatbot & Automation (MY/SG), Assistant Manager Service Success (MY/SG), Senior Specialists Digital Content (MY/SG), and specialized Service Success teams—while taking accountable ownership of Grab Support's digital channel outcomes, self-service containment rates, automated resolution efficiency, and digital content quality.

You will report directly to the Senior Manager, Customer Operations Excellence and will be based in Petaling Jaya, where the company will have you working onsite.

The Critical Tasks You Will Perform

• You will provide direct leadership, mentorship, and direction to 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 MY and SG.
• You will take full accountability for digital support outcomes across MY/SG, 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

What Essential Skills You Will Need

• You have 5+ years of experience in Digital Customer Experience, Chatbot/Automation Management, or Product Operations, with direct people management experience.
• You have a demonstrated ability to build, coach, and manage multi-disciplinary teams (automation specialists, content creators, service success teams).
• You have deep digital product savvy, including understanding conversational AI, NLP intent models, self-service UI/UX, and digital content architecture.
• You have strong analytical skills with a proven track record of driving containment and deflection metrics using data-driven insights.
• You have excellent stakeholder management skills to influence Product, Engineering, and Operations roadmaps.
• You have exceptional written and verbal communication skills in English and Bahasa; proficiency in navigating local operational nuance across Malaysia and/or Singapore markets is highly preferred.

Additional Information

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.