Senior 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 Senior Manager, Strategic Projects, you will manage large scale problem spaces that drive transformative value - building new experiences and improving the quality of existing experiences. You will enhance the customer and partner 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 will be a thought partner to leadership, advising on future direction and growth / improvements and making recommendations on next steps.

The Critical Tasks You Will Perform

• Own the end-to-end strategy for major problem spaces — identify, define, and structure the problems, deep dive to understand root causes, design and propose solutions, build roadmaps and success metrics, then secure regional and country leadership alignment behind it. Synthesis operational & behavioral data across markets to identify issues and resolutions
• Make and defend prioritisation calls — build the business case for each bet, size experience impact and trade-offs, ensure alignment with overall strategic priorities and vision
• Lead multi-country, cross-functional delivery — work with multiple teams across Product, Engineering, Analytics, and Operations to launch solutions and ensure successful project outcomes
• Serve as the trusted advisor to Leadership — bring board- and exco-ready recommendations
• 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