Manager, Driver Communications
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Job Description
Get to Know the Team
The Driver Affairs team is the bridge between Grab and our driver and delivery partners across Malaysia. Our team owns the end-to-end driver narrative, channel ecosystem, and change management strategies that keep our partners informed, engaged, and earning safely. We bridge the gap between complex tech products, regulatory changes, and ground-level driver realities, ensuring every partner receives clear, timely, and empathetic support.
Get to Know the Role
As the Manager, Driver Communications, you will serve as the chief strategist and single point of accountability for Grab's driver-facing narrative and information ecosystem. You will lead a dedicated team of 4 specialists to establish and govern a Single Source of Truth across all driver channels, including In-App Inbox Messages, the Driver Blog, and GrabAcademy in-app training. You will translate complex operational mechanisms, policy shifts, and regulatory frameworks into clear, actionable guidance.
You will report to Head, Driver Affairs, and be based in First Avenue, Petaling Jaya.
The Critical Tasks You Will Perform
• Define the driver narrative and change management strategy: Architect end-to-end communication plans for product launches, operational updates, and regulatory shifts, ensuring consistency across all touchpoints
• Drive GrabAcademy in-app training scope: Oversee digital learning curricula to deliver bite-sized and engaging training modules that effectively upskill driver-partners on earnings and platform tools
• Lead and empower a team of 4 specialists: Oversee request pipeline workflows, workload distribution, and deliverable quality while implementing operational excellence initiatives to raise editorial standards
• Establish and govern the Single Source of Truth: Synchronise owned channels (In-App Messaging, Driver Blog, GrabAcademy) and partnered channels (Help Centre, app interface) to eliminate conflicting information and audit legacy content debt
• Gather ground-level insights: Regularly engage directly with drivers and delivery partners through field visits and focus groups to gauge comprehension, test communication styles, and feed ground insights back into content creation
• Optimise channel performance: Track driver feedback loops and support ticket trends to continuously measure and improve message accuracy and support deflection goals.
Requirements
Function: Writing/Editing
Experience Level: Mid-Senior Level