Operations ensures Grab delivers on its single most important promise – to outserve our customers. We actively seek out improvement opportunities and don’t stop until the job is done. We resolve complex and challenging problems on a day-to-day basis, while also using the feedback from these issues in order to keep improving the Grab experience.
Get to know the Role:
You are a person who excels in analytical capabilities, people skills and the ability to perform under pressure given the fast-paced operations role. You would need to demonstrate high level of relentlessness, strong communication skills, and go-getter attitude, as this role has a direct impact on the growth of our business. You love addressing problems and process-driven.
The day-to-day activities:
Responsible for daily operational activity for User Journey, both on the driver and passenger side.
Optimise business efficiency by continuously identifying opportunities to improve service quality for both drivers and passengers through thought-out metrics and processes.
Able to leverage on quantitative and qualitative data to make decisions.
Attention to detail combined with a perspective of the big picture.
Work closely with different teams in Operations to define and monitor SLAs.
Continuously engage external teams such as Customer Support, Marketing and Strategic Projects to understand and improve sentiments of users on our platform.
