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SeniorFull-timeReactAI
Salary Range
$103,428 - $139,932 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We're looking for a Lead Product Manager to join our Grab Support team in Singapore. You'll lead the charge in developing and enhancing our customer support products, driving transformation in our service offerings.
Key Responsibilities
- →Own the end-to-end product strategy for support capabilities, focusing on upstream prevention (reducing issue creation through better product, policy, and signal design).
- →Partner closely with cross-functional teams to build and prioritise roadmaps that systematically improve first-contact resolution, and lower reliance on manual agent handling.
- →Use customer data, operational signals, and support metrics to identify root causes of issues, distinguish signal vs noise, and drive product decisions that eliminate recurring failure modes rather than treating symptoms.
- →Work hand-in-hand with engineering to deliver scalable, reliable solutions that balance automation, controls, and edge-case handling, ensuring graceful fallbacks when automation or upstream systems fail.
- →Act as a thought leader in redefining how support should work at Grab, shaping the move from reactive, ticket-based support to proactive, conversational, and AI-driven experiences.
- →Stay ahead of industry trends in AI, automation, and customer experience, and apply these learnings pragmatically to evolve Grab’s support capabilities.
- →Clearly communicate product strategy, trade-offs, and performance to senior leadership and stakeholders, grounding discussions in data and consumer impact.
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About Grab
Grab is a leading technology company operating in the transportation and financial services sector, providing innovative solutions across Southeast Asia. Founded in 2012 and headquartered in Singapore, Grab has rapidly expanded its footprint across the region, offering a wide range of services designed to simplify daily life for millions of users. The company leverages technology to connect people with essential services, from ride-hailing and food delivery to digital payments and insurance, making it a cornerstone of modern urban living in the markets it serves. Grab’s core offerings include ride-hailing services through its mobile app, which allows users to book rides with just a few taps, as well as GrabFood, a popular food delivery platform that partners with local restaurants to bring meals directly to customers. The company also provides financial services such as GrabPay, a digital wallet that enables seamless transactions, and GrabInsurance, offering convenient coverage options. These services are tailored to meet the needs of both consumers and businesses, particularly in densely populated urban areas where efficiency and reliability are paramount. Over the years, Grab has established itself as a dominant player in the region, serving over 125 million registered users across 14 countries. The company’s ability to integrate multiple services into a single platform has set it apart from competitors, creating a loyal ecosystem of users and partners. By prioritizing user experience, safety, and innovation, Grab continues to redefine convenience in Southeast Asia, solidifying its position as a trusted and indispensable service provider.
