Lead Product Manager - Support

Job Description

Get to Know the Team

We're looking for a Lead Product Manager to join our Grab Support team. You'll lead the charge in developing and enhancing our customer support products, driving transformation in our service offerings.

Get to Know the Role

As a Lead Product Manager, you'll be at the forefront of shaping our customer support solutions to align with business goals and customer needs. Your insights will steer our innovative service enhancements. You will report to the Senior Product Leader for Grab Support and work onsite at the Grab One North Office.

The Critical Tasks You Will Perform

• Own the end-to-end product strategy for support capabilities, focusing on upstream prevention (reducing issue creation through better product, policy, and signal design).
• Partner closely with cross-functional teams to build and prioritise roadmaps that systematically improve first-contact resolution and lower reliance on manual agent handling.
• Use customer data, operational signals, and support metrics to identify root causes of issues, distinguish signal vs noise, and drive product decisions that eliminate recurring failure modes rather than treating symptoms.
• Work hand-in-hand with engineering to deliver scalable, reliable solutions that balance automation, controls, and edge-case handling, ensuring graceful fallbacks when automation or upstream systems fail.
• Act as a thought leader in redefining how support should work at Grab, shaping the move from reactive, ticket-based support to proactive, conversational, and AI-driven experiences.
• Stay ahead of industry trends in AI, automation, and customer experience, and apply these learnings pragmatically to evolve Grab's support capabilities.
• Clearly communicate product strategy, trade-offs, and performance to senior leadership and stakeholders, grounding discussions in data and consumer impact.

Qualifications

What Essential Skills You Will Need

• 8+ years of product experience, with mandatory hands-on experience shipping GenAI products across any domain.
• Strong product intuition backed by data, with the ability to identify high-leverage problems and make sound trade-offs in ambiguous environments.
• Proven experience driving complex, cross-functional initiatives from problem discovery through delivery at scale.
• Ability to translate abstract strategy into clear product direction, roadmaps, and execution plans that teams can align around.
• Senior-level judgment and leadership, with a track record of influencing stakeholders, mentoring PMs, and shaping product culture.

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.