Manager, Strategic Projects

Get to Know the Team

The Grab Support - Strategy team works with senior leaders across the organisation to drive impactful projects that enhance our service offerings, ensuring all our users feel supported and valued. Our culture is entrenched in collaboration and a customer-centric approach in delivering world-class support to our customers and partners.

Get to Know the Role

As a Manager, Strategic Projects, you will be reporting into the Senior Manager, Strategic Projects and work onsite in the Grab office. You'll manage projects end-to-end to drive user value and experience through building strategic plans, deep diving into processes and existing setup, and working with cross-functional teams to deliver changes that drive user experience. You'll also conduct analyses and uncover key customer insights through analytics to inform decision-making processes and make recommendations.

The Critical Tasks You Will Perform

• Own projects / problem areas end-to-end — develop the diagnosis, propose roadmap, and success metrics, then support regional and country leadership alignment behind it. Synthesise operational and behavioural data across markets to identify issues and resolutions
• Lead multi-country, cross-functional delivery — work with multiple teams across Product, Engineering, Analytics, and Operations to launch solutions and ensure successful project outcomes
• Shape Customer Experience — design and deliver on improved user experiences by leading design thinking workshops, conducting analyses to identify root causes, and iterative product launches
• Hold the line on user safety and quality — ensure every proposed change is assessed for its effect on user trust, safety, and support quality before it ships