Retention & Operations Manager, GrabHitch

ABOUT JOB

The Retention & Operations Manager is in charge of retaining drivers and riders, improving processes and the end to end experience. He works with customer experience to ensure amazing support services for our rider and driver partner community. He/she will be the voice of the riders and drivers and will work closely with Product, Engineering, regional marketing and Customer experience to ensure high retention rates. This awesome person should have a combination of data focused analytical thinking, strong communication skills, the ability to develop effective processes, customer obsessed policies, generate strong engaging copy and organize events that communicates with our users our energy and appreciation for them.

WHAT YOU’LL DO

You will be in charge of rider and driver experience by identifying and eliminating inefficiencies and from weaknesses in our community’s experience. You will do this by:

• Creating Smooth Operation Processes Identify trends and streamline processes and resources to resolve rider and driver partner issues
• Optimizing support by working with various teams and your own operations team to improve processes, reduce or eliminate unnecessary contacts and solve rider and driver issues, ensuring self resolution by the support team and coming up with solutions to prevent issues from happening again.
• No Holds Barred identifying and elimination of top user issues. The ideal case would be that policies, features and communication is so streamlined that Driver and Riders will not need to contact us.
• Driving engagement between the team, Drivers and Riders by ensuring engaging communication and/or events. Ensuring Drivers and Riders feel appreciated by organizing activities/events. Planning and executing campaigns to ensure Riders and Drivers are retained.
• Building business cases to aid the team make better decisions

WHAT YOU NEED TO HAVE

• Intellectual Curiosity - You are curious about how things work and obsessed at looking for ways to improve and innovate. You keep asking why and continuously challenge it.
• Process driven - You have a structured way of thinking and solving a problem so you can teach and train other people (define, measure, analyze, improve and control). What you have learnt will be created into a process so you quickly pull it out for analysis when you need it.
• Excellent communication skills - The ability to listen, read, write and speak fluently in English is critical as you will be the voice of Hitch to our internal teams and users.
• Customer Empathy - The ability to quickly change perspective between existing users, new users and different stakeholders to come up with the best decisions for them.
• Data driven - You use quantitative analysis to drive decisions, using data to build use cases
• Take Charge - You get stuff done. High Energy, Passionate, self-driven and deeply committed to taking Hitch to the next level. You rise to the occasion to solve problems on your own, and have the ability to do so constantly in an ever changing environment.
• Ability to handle pressure - “The only constant is change” Having the ability to stay calm and assess the situation under difficult , unpredictable and fast changing circumstances. Able to make appropriate and assess short term vs long term decisions.

BACKGROUND AND PREFERRED QUALIFICATIONS

• Experience in managing a driven, high performing, diversified and motivated team

• Operations or Product Management with experience improving and automating processes

• 2-6 years of related work experience

• Data analytics and strong excel skills are a MUST

• Proficiency in English is mandatory and one other Southeast Asian language would be a plus

Get to know Grab:

Grab is more than just the leading ride-hailing and mobile payments platform in Southeast Asia. We use data and technology to improve everything from transportation to payments and financial services across a region of more than 620 million people. We work with governments, drivers, passengers, merchants, and the community, to solve critical problems in Southeast Asia.

Grab began as a taxi-hailing app in 2012, but we have since extended our product platform to include GrabCar, GrabShare, GrabBike, GrabHitch, GrabExpress, GrabFood, GrabCoach, GrabShuttle, GrabCycle. We recently launched our fintech platform – GrabFinancial, which consists of payments, lending and insurance. Our latest addition is GrabVentures, an in-house incubation platform. We are focused on pioneering new commuting and payment alternatives for drivers and passengers with an emphasis on convenience, safety, and reliability. Currently, we offer services in 8 countries. Our R&D offices are in Singapore, Seattle, Beijing, Bangalore, Jakarta and Vietnam. We aspire to unlock the true potential of Southeast Asia and look for like-minded individuals to join us on this ride.

If you share our vision of driving South East Asia forward, apply to join our team today.