Manager, Digital Experience and Service Success

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From Grab’s original posting

Job Description: Get to Know the Team As a member of our Digital Experience and Service Success team within Customer Operations Excellence (Enablement), you will operate at the intersection of Digital Automation, Content Strategy, Service Success, and Operations. We are a forward-looking team dedicated to scaling Grab Support's digital channels, expanding self-service capabilities, and optimizing user journeys across Malaysia and Singapore. Get to Know the Role As the Manager, Digital Experience and Service Success, you will lead the digital support arm across MY/SG. You hold dual accountability: providing direct people leadership to a multi-disciplinary team—including Senior Specialist Chatbot & Automation (MY/SG), Assistant Manager Service Success (MY/SG), Senior Specialists Digital Content (MY/SG), and specialized Service Success teams—while taking accountable ownership of Grab Support's digital channel outcomes, self-service containment rates, automated resolution efficiency, and digital content quality. You will report directly to the Senior Manager, Customer Operations Excellence and will be based in Petaling Jaya, where the company will have you working onsite. The Critical…