Partner Care Lead

Get to know the Team

We are a team that celebrates mutual respect and collaboration. We are passionate about creating value for customers and partners. We strive to do excellent and meaningful work with the clarity of thought, creativity and effective execution. If all these excite you, join us today.

Get to know the Role

The Partner Care Senior Associate is responsible for the overall management of the following functions involving our driver-partners: Driver Training, Quality Assurance, Partner Communications & Social Media, Partner Community Management and Retention.

This role reports to the Partner Care Head.

Responsibilities

Day to Day tasks include –

- Manage & direct daily team operations to ensure 24/7 driver support and implementation of daily operation SOPs

- Resolve disputes, conflicts and incidents involving driver-partners

- Liaise with Security & Safety team as well as Customer Experience Team for issues, incidents and concerns involving partners.

- Effectively implement a Grab Partner Quality Framework, which includes (1) enforcement and education on Grab’s Code of Conduct, (2) creation of programs and initiatives to constantly improve partner behavior and overall service standards

- Ensure all communications to drivers are relevant, contextualized, and delivered on time

- Lead in the development and execution of relevant community activities to keep partners well-informed and engaged (i.e. driver meetings and events)

- Develop and manage a driver-partner loyalty program

- Manage the driver-partner engagement budget; make sound recommendations on spend based on data, business objectives and driver needs/preferences

- Supervise, coach & manage the team to ensure outstanding performance

As our Ideal Candidate, you must have:

- At least 2 years working experience in either Operations, Customer Experience or Customer Loyalty

- Degree in Marketing or Business disciplines preferred

- At least 2 years’ experience in leading a team

- Excellent communication and interpersonal skills, shows empathy and compassion

- Strong business acumen, with a highly analytical & data-driven approach to problem solving

- Process oriented background, with high attention to detail

- A start-up attitude – willing to be very hands-on, and works hard to get things done

- Able to think out of the box and challenge status quo

- Proficient in Microsoft Office