Lead Product Manager, Grab Support

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From Grab’s original posting

Job Description: Get to Know the Team We're looking for a Lead Product Manager to join our Grab Support team. You'll lead the charge in developing and enhancing our customer support products, driving transformation in our service offerings. Get to Know the Role As a Lead Product Manager, you'll be at the forefront of shaping our customer support solutions to align with business goals and customer needs. Your insights will steer our innovative service enhancements. You will report to the Senior Product Leader for Grab Support and work onsite at the Grab One North Office. The Critical Tasks You Will Perform • Own the end-to-end product strategy for support capabilities, focusing on upstream prevention (reducing issue creation through better product, policy, and signal design). • Partner closely with cross-functional teams to build and prioritise roadmaps that systematically improve first-contact resolution and lower reliance on manual agent handling. • Use customer data, operational signals, and support metrics to identify root causes of issues, distinguish signal vs noise, and drive product decisions that eliminate recurring failure modes rather than treating symptoms. • Work…