Operations Executive (Makassar), Grabfood

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:

Responsible for maximizing driver retention, trips per driver, and passenger retention

The day-to-day activities:

• Executes on daily tasks needed for smooth running of the business, and for cultivating an active GrabHitch driver and passenger community
• Sets out and implements key SOPs for various processes, communicates SOP to stakeholders and supervises the implementation of these SOPs (including how to address customer feedback, payments failures)
• Monitors efficiency of the current processes; implement changes to optimize efficiency
• Communicate with drivers via formal and informal channels to inform them of the latest developments in the app and seek their feedback
• Communicate with passengers via formal and informal channels to address complaints, communicate latest promotions / activities, and take feedback
• Propose, negotiate and implement various perks or loyalty rewards for the driver and passenger community
• Grow the community via partnerships or collaborations with various relevant groups (e.g. carpooling clubs, schools)
• Analyse and monitor relevant driver metrics (e.g. active rate, match rate, churn rate) and implement initiatives to improve the health of the driver community as needed.

The must haves:

• Bachelor’s degree or Diploma in any field
• Strong communication abilities
• Fresh graduate are encouraged to apply
• Ability to work independently and deal effectively with complex, changing, and ambiguous environments