Manager, Digital Experience and Service Success

📋 Description

• Provide direct leadership, mentorship, and direction to Senior Specialist Chatbot & Automation
• Translate regional digital strategy into a coordinated team roadmap with clear ownership
• Take full accountability for digital support outcomes across MY/SG, including chatbot and
• Act as the primary business partner to Regional Product and Technology teams to govern the digital
• Represent the digital experience agenda in senior leadership forums, delivering data-backed
• Oversee digital content quality, Help Centre architecture, and conversational flows to eliminate

🎯 Requirements

• 5+ years of experience in Digital Customer Experience, Chatbot/Automation Management, or Product
• Demonstrated ability to build, coach, and manage multi-disciplinary teams (automation specialists
• Deep digital product savvy, including understanding conversational AI, NLP intent models
• Strong analytical skills with a proven track record of driving containment and deflection metrics
• Excellent stakeholder management skills to influence Product, Engineering, and Operations roadmaps.
• Exceptional written and verbal communication skills in English and Bahasa; proficiency in

🎁 Benefits

• Term Life Insurance and comprehensive Medical Insurance
• GrabFlex - create a benefits package that suits your needs and aspirations
• Parental and Birthday leave
• Love-all-Serve-all (LASA) volunteering leave
• Confidential Grabber Assistance Programme
• FlexWork arrangements such as differentiated hours