Lead Product Manager, Grab SupportFull-timeCompany DescriptionLife at GrabAt Grab, every Grabber is guided by The Grab Way, which spells out our mission, how we believe we can achieve it, and our operating principles - the 4Hs: Heart, Hunger, Honour and Humility. These principles guide and help us make decisions as we work to create economic empowerment for the people of Southeast Asia.Job DescriptionGet to Know the TeamWe'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 RoleAs 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 PerformOwn 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.QualificationsWhat Essential Skills You Will Need8+ 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 InformationLife at GrabWe care about your well-being at Grab, here are some of the global benefits we offer:We have your back withTerm Life Insuranceand comprehensiveMedical Insurance.WithGrabFlex,create a benefits package that suits your needs and aspirations.Celebrate moments that matter in life with loved ones throughParentalandBirthday leave, and give back to your communities throughLove-all-Serve-all (LASA)volunteering leaveWe have a confidentialGrabber Assistance Programmeto 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 hoursWhat We Stand For At GrabWe 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.By clicking the link above or any third-party link within this posting, you are leaving this site and going to a third-party website where the third-party website's terms and privacy policy applyJob LocationGoogle Maps requires functional cookies to be enabledI'm interestedI'm interestedPrivacy Notice
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