Operations and Community Manager, GrabHitch

Get to know our Team:

Grab is Southeast Asia's leading ride-hailing platform. We solve critical transportation challenges and make transport freedom a reality for 620 million people in Southeast Asia. GrabHitch is a new social ride-sharing service housed under the Grab app that allows drivers who are going along their usual routes to pick up passengers who are going along the same way as them at around the same timing. Launched in Nov 2015, Grabhitch is the fastest growing carpooling app and provides a cost efficient option for daily commutes of up to 50% cheaper than other available options in the market.

Grab began as a taxi-hailing app in 2012, but has extended its product platform to include private car services (GrabCar), motorcycle taxis (GrabBike), social carpooling (GrabHitch) and last mile delivery (GrabExpress). Grab is focused on pioneering new commuting alternatives and for drivers and passengers with an emphasis on speed, safety and reliability. The Company currently offers services in Singapore, Indonesia, Philippines, Malaysia, Thailand and Vietnam.

Get to know the Role:

Set up processes to verify driver sign-ups, including checking documents, communicating with drivers on incomplete documents, and notifying drivers of the results of their application​

The day-to-day activities:

• Set up regular communications with drivers via EDM or SMS
• Design and implement driver rewards programs as needed
• Design and implement driver engagement activities as needed
• Keep CE updated on latest changes that may affect feedback from public or drivers
• Maintain Driver Zendesk/ Email account
• Deliver driver engagement targets with the budget allocated
• Hire the best people for the team
• Distribute clear KPIs to each member of the team including outsourced vendors
• Keep teams motivated and high-performing by conducting regular feedback and performance review sessions

The must haves:

• Bachelor’s degree
• Experience with business process improvement or operations
• Understands local market and what makes drivers tick
• Accustomed to working against clear KPIs
• Accustomed to working in a fast-paced environment
• Minimum 4 years of work experience