Senior Manager, Customer Support Strategy - Support Strategy

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.

Qualifications

What Essential Skills You Will Need

• You have at least 10 years of progressive leadership experience in Customer Operations, Operational Strategy & Planning, Management Consulting, or Business Transformation within high-growth tech or e-commerce environments.
• You have experience designing integrated operating models, managing complex operational trade-offs, and converting strategy into measurable operational outcomes.
• You have demonstrated executive presence with extensive experience influencing senior stakeholders and driving cross-functional alignment across matrixed organizations.
• You have deep proficiency in operational performance frameworks, financial and cost-efficiency modeling, and operational metrics governance.
• You have direct experience managing and coaching multidisciplinary teams across analytics, governance, or strategy functions.
• You have professional written and verbal communication skills in English and Bahasa to deliver executive briefings, regulatory documentation, and cross-border operational reports.
• You have experience engaging with AI tools and emerging technologies to enhance productivity, improve workflows, and contribute new ideas.

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.