# Senior Manager, Grab Support Strategy at Grab

Grab is hiring a Senior Manager, Grab Support Strategy. Level rates it Uses AI ●●○○; you can [apply on Grab](https://jobsbylevel.com/go/ab335077-7a86-43d7-a470-bbbea489181d?utm_medium=ai-agent).

AI Level 2, AI centrality 47 out of 100. Petaling Jaya, Malaysia.

## Details

- Company: [Grab](https://jobsbylevel.com/companies/grab)
- AI level: AI Level 2 (score 47 out of 100)
- Location: Petaling Jaya, Malaysia
- Posted: November 10, 2026
- Apply: https://jobsbylevel.com/go/ab335077-7a86-43d7-a470-bbbea489181d?utm_medium=ai-agent
- Free CV review for this job: https://jobsbylevel.com/cv-review?job=senior-manager-grab-support-strategy-at-grab-5ae64a

## Description

About Grab and Our Workplace Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility. Get to Know the Team As a member of our Grab Support (GS) Strategy & Planning team, you will serve as the strategic control tower for customer support across Malaysia and Singapore. We are an executive-facing team operating at the intersection of Operations, Enablement, and Product. Our mission is to translate regional business priorities into a high-performing, integrated, and scalable customer support operating model that drives operational excellence and customer trust. Get to Know the Role As the Senior Manager, Customer Support Strategy, you will lead the GS Strategy & Planning function across Malaysia and Singapore. You will oversee multidisciplinary teams across Data & Reporting, Compliance & Governance, and Operational Performance Analytics. Your core mission is to establish rigorous operational governance, evaluate cross-functional trade-offs across Operations and Enablement, and ensure strategic decisions deliver cost efficiency, productivity, and an elevated customer experience. You will report directly to the Head of Grab Support, MY/SG and will be based onsite in Petaling Jaya. If you are passionate about driving operational transformation and leading high-impact strategy teams, we invite you to apply. The Critical Tasks You Will Perform You will translate regional business priorities into an integrated MY/SG Support operating model, aligning Operations, Enablement, Workforce Management, and Quality functions. You will serve as the accountable owner evaluating cross-functional trade-offs, prioritizing high-impact strategic initiatives, and balancing service level, cost, and quality investments. You will convert strategic priorities into execution roadmaps with clear performance milestones, accountability structures, and measurable business outcomes. You will lead and mentor people managers and senior individual contributors across Data & Reporting, Compliance & Governance, and Operational Performance Analytics. You will establish and steer executive governance mechanisms, operational reviews, and performance tracking cadences for MY/SG Support leadership. You will partner with Enablement and Operations leaders to drive process standardization, strategic prioritization, and continuous improvement across in-house and BPO channels. You will leverage Generative AI (GenAI) and automation tools to streamline reporting workflows, accelerate operational insights, and elevate overall team productivity. What Essential Skills You Will Need You have at least 10 years of progressive leadership experience in Customer Operations, Operational Strategy & Planning, Management Consulting, or Business Transformation within high-growth tech or e-commerce environments. You have experience designing integrated operating models, managing complex operational trade-offs, and converting strategy into measurable operational outcomes. You have demonstrated executive presence with extensive experience influencing senior stakeholders and driving cross-functional alignment across matrixed organizations. You have deep proficiency in operational performance frameworks, financial and cost-efficiency modeling, and operational metrics governance. You have direct experience managing and coaching multidisciplinary teams across analytics, governance, or strategy functions. You have professional written and verbal communication skills in English and Bahasa to deliver executive briefings, regulatory documentation, and cross-border operational reports. You have experience engaging with AI tools

The description is cut here. Read the full offer: https://jobsbylevel.com/jobs/senior-manager-grab-support-strategy-at-grab-5ae64a

Source: https://jobsbylevel.com/jobs/senior-manager-grab-support-strategy-at-grab-5ae64a

## Cite this page

Level. https://jobsbylevel.com/jobs/senior-manager-grab-support-strategy-at-grab-5ae64a.

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