Senior Engineering Manager, Agent Experience at Grab

Get to Know the Team The Agent Experience PST owns and operates the internal platforms used by Grab’s support agents to serve our entire ecosystem- across every vertical and use case. Because agents rely on these tools to resolve critical issues for users and partners, our systems are built for extremely high availability, reliability, and 100% data correctness. When a user needs help with a transaction, they rely on our platform to ensure the agent has the right tools and data at the right time Get to Know the Role We are seeking a high-caliber G6 leader to drive the technical and business strategy for this horizontal platform. You will lead a robust organization of junior, senior, and lead engineers, as well as engineering managers. Your mission is to scale this complex environment while ensuring the platform remains performant and reliable under the weight of Grab’s entire cross-vertical support load The Critical Tasks You Will Perform ● Technical Strategy & Execution: Directly partner with junior, senior, and lead engineers to drive technical strategy and design product solutions across multiple tech families. ● Business & D365 Influence: Work with Product teams to drive business strategy and collaborate with Business/Operations to influence and drive Microsoft Dynamics 365 (D365) strategies for the agent workforce. ● Leader of Leaders: Skillfully manage, mentor, and develop leads and engineering managers to build cohesive, high-performing teams with complementary skills. ● Cross-Functional Stakeholder Management: Perform high-level stakeholder management across functions, including working with the Head of Engineering and business teams to align on resource and budget needs. ● Accountable : Full accountability and ownership for the team/org’s products, systems and teams Complexity & Independence ● Strategic Authority: Define the technology direction for your business unit and propose new ideas to drive organisational strategies. ● Standard Setting: Establish and uphold comprehensive technical standards within your team while influencing standards company-wide.. Leadership & People Management ● Growth & Coaching: Actively perform and coach people growth at all levels, mentoring the engineering community on complex technical topics. ● Functional Thought Leadership: Act as a functional thought leader, selling strategic ideas to executive-level stakeholders and communicating effectively with both technical and non-technical audiences. ● Scaling & Hiring: Expertly assess technical abilities and guide the team in making informed hiring choices to scale a complex, large organization. Knowledge & Skills Required ● Distributed Systems: Advanced expertise in distributed systems, specifically focused on high availability, high performance, and high reliability. ● Organizational Scaling: Proven track record of building and scaling complex, large-scale engineering teams and organizations. ● Strategic Business Context: Ability to bring strategic business context to technical decisions and benchmark performance against industry standards. ● Collaboration: Exceptional skills in coordinating and collaborating across a vast landscape of stakeholders to ensure seamless support for all Grab users.