Company Description

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.

Job Description

Get to Know the Team

As part of Singapore Operations, the Merchant Operations team represents the voice of our merchant-partners, advocating for solutions that enhance their experience and success on Grab. We work closely with business verticals (GrabFood, GrabMart, GrabPay, OmniCommerce), as well as product, finance, and legal teams to deliver impactful and meaningful solutions. Our role is to localize and optimize platform experiences for merchants and consumers while supporting business growth and cost-efficiency goals.

Get to know the Role

This role plays a critical part in shaping the order experience and ensuring overall platform reliability. You will lead efforts to optimize the end-to-end order journey, driving a seamless, efficient and high-quality experience for both merchants and consumers. You will be responsible for designing, implementing and scaling initiatives, policies and tools that address key operational challenges and support strategic business objectives.

This role will report to the Manager, Merchant Operations and be onsite at Singapore Grab office.

The Critical Tasks You Will Perform

Lead initiatives to improve the order experience by tackling key pain points such as cancellations, order delays and quality issues
Continuously optimize processes to balance consumer satisfaction, merchant experience, operational efficiency and solution readiness
Drive country GTM for business and product launches, ensuring local needs are effectively addressed
Design and implement policies and workflows that enhance the user experience, translating business needs into feasible, scalable solutions
Collaborate cross-functionally with product, engineering, support and operations teams to align priorities and ensure successful delivery
Monitor performance metrics and feedback loops to identify areas for improvement and support data-driven decision-making

Qualifications

What Essential Skills You Will Need

Bachelor's degree in a related field with strong academic credentials
Minimum of 3 years in operations, analytics or project/program management, preferably in fast-paced and entrepreneurial environments
Strong critical thinking, problem-solving, and analytical skills. Able to break down complex issues and drive actionable solutions
Proven ability to manage multiple projects independently while collaborating effectively across teams
Self-motivated and comfortable with ambiguity, with a strong sense of ownership and accountability
A team player with excellent interpersonal and communication skills and a positive, can-do attitude

Additional Information

Life at Grab

We care about your well-being at Grab, here are some of the global benefits we offer:

We have your back with Term Life Insurance and comprehensive Medical Insurance.
With GrabFlex, create a benefits package that suits your needs and aspirations.
Celebrate moments that matter in life with loved ones through Parental and Birthday leave, and give back to your communities through Love-all-Serve-all (LASA) volunteering leave
We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges.

What we stand for at Grab

We are committed to building an inclusive and equitable workplace that enables diverse Grabbers to grow and perform at their best. As an equal opportunity employer, we consider all candidates fairly and equally regardless of nationality, ethnicity, religion, age, gender identity, sexual orientation, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.