Kerja Sepenuh Masa, Lead Product Manager, Grab Support di Grab - Maukerja

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.

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.