Manager, Digital Experience and Service Success
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Job Description
Get to Know the Team
As a member of our Digital Experience and Service Success team within Customer Operations Excellence (Enablement), you will operate at the intersection of Digital Automation, Content Strategy, Service Success, and Operations. We are a forward-looking team dedicated to scaling Grab Support's digital channels, expanding self-service capabilities, and optimizing user journeys across Malaysia and Singapore.
Get to Know the Role
As the Manager, Digital Experience and Service Success, you will lead the digital support arm across MY/SG. You hold dual accountability: providing direct people leadership to a multi-disciplinary team—including Senior Specialist Chatbot & Automation (MY/SG), Assistant Manager Service Success (MY/SG), Senior Specialists Digital Content (MY/SG), and specialized Service Success teams—while taking accountable ownership of Grab Support's digital channel outcomes, self-service containment rates, automated resolution efficiency, and digital content quality.
You will report directly to the Senior Manager, Customer Operations Excellence and will be based in Petaling Jaya, where the company will have you working onsite.
The Critical Tasks You Will Perform
• You will provide direct leadership, mentorship, and direction to Senior Specialist Chatbot & Automation, Assistant Manager Service Success, Digital Content Specialists, and escalation handling teams.
• You will translate regional digital strategy into a coordinated team roadmap with clear ownership, milestones, and accountability across MY and SG.
• You will take full accountability for digital support outcomes across MY/SG, including chatbot and automation performance and self-service user experience.
• You will act as the primary business partner to Regional Product and Technology teams to govern the digital roadmap, expand bot capabilities, and drive self-service performance.
• You will represent the digital experience agenda in senior leadership forums, delivering data-backed performance reviews and strategic investment proposals.
• You will oversee digital content quality, Help Centre architecture, and conversational flows to eliminate user friction and optimize self-service user journeys.
Requirements
Function: Customer Service
Experience Level: Mid-Senior Level