Get to Know the Team
In Automation & AI Experience team, we streamline complex user issues and frictions through automation and drive cost and operational efficiency that allow Grab to scale sustainably.
Our purpose is to architect the future of support by building AI and automation frameworks that serve as the first line of resolution for millions of users across Southeast Asia. We don't just build bots; we design intelligent experiences that solve real-world problems in real-time.
Get to Know the Role
As a Senior Product Operations Manager, you operate at the intersection of AI, Product, and Customer Experience, owning the end-to-end lifecycle from ideation to launch. You define the roadmap, prioritize features, and manage the backlog while leading cross-functional teams to deliver on time. You track product metrics and KPIs to drive continuous improvement, and you spearhead automation by designing, configuring, and maintaining low-/no-code workflows—optimizing existing flows and integrating solutions with engineering to improve operational efficiency.
You will report to our Lead Product Operations Manager, and base onsite in our Petaling Jaya office.
The Critical Tasks You Will Perform
- Architect Automation: You will own the lifecycle of chatbot workflows, ensuring that every automated interaction is helpful, accurate, and empathetic.
- Data-Driven Optimization: You'll dive deep into performance metrics to identify where users are dropping off and implement rapid iterations to improve resolution rates.
- Cross-Functional Bridge: You will collaborate with Product Managers and Engineers to translate user feedback into technical requirements, ensuring our automation roadmap aligns with real-world needs.
- Operational Excellence: You will manage the deployment of new features, ensuring they are rolled out flawlessly across the Grab ecosystem.
