Lead Product Manager, Grab Support
Company Overview
Life at Grab At Grab, every Grabber is guided by The Grab Way, which spells out our mission, how we believe we can achieve it, and our operating principles - the 4Hs: Heart, Hunger, Honour and Humility. These principles guide and help us make decisions as we work to create economic empowerment for the people of Southeast Asia.
Grab is Southeast Asia’s leading superapp, offering a suite of services consisting of deliveries, mobility, financial services, enterprise and others. Grabbers come from all over the world, and we are united by a common mission: to drive Southeast Asia forward by creating economic empowerment for everyone. At Grab, every Grabber is guided by The Grab Way, which explains our mission and the operating principles on how we can achieve it together. We call these principles the 4Hs: Heart We work together as OneGrab to serve communities in Southeast Asia Hunger We work to understand ground truths and drive improvements, big and small Honour We keep our word and steward our resources wisely to build and sustain trust Humility We are a constant work-in-progress, and we never stop learning to get better
Job Summary
Get to Know the Team We're looking for a Lead Product Manager to join our Grab Support team in Singapore. 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 GrabSupport and work onsite at the Grab One North Office.
Key Responsibilities
- 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 hand-in-hand with engineering to deliver scalable, reliable solutions that balance automation, controls, and edge-case handling, ensuring graceful fallbacks when automation or upstream systems fail.
- Act as a thought leader in redefining how support should work at Grab, shaping the move from reactive, ticket-based support to proactive, conversational, and AI-driven experiences.
- Stay ahead of industry trends in AI, automation, and customer experience, and apply these learnings pragmatically to evolve Grab’s support capabilities.
- Clearly communicate product strategy, trade-offs, and performance to senior leadership and stakeholders, grounding discussions in data and consumer impact.
Requirements / Qualifications
- At least 8 years of product experience, with mandatory hands-on experience shipping GenAI products across any domain.
- Strong product intuition backed by data, with the ability to identify high-leverage problems and make sound trade-offs in ambiguous environments.
- Proven experience driving complex, cross-functional initiatives from problem discovery through delivery at scale.
- Ability to translate abstract strategy into clear product direction, roadmaps, and execution plans that teams can align around.
- Senior-level judgment and leadership, with a track record of influencing stakeholders, mentoring PMs, and shaping product culture.
Location
Singapore, Singapore, Remote: false
Salary & Benefits
- Term Life Insurance
- Comprehensive Medical Insurance
- GrabFlex (create a benefits package that suits your needs and aspirations)
- Parental and Birthday leave
- Love-all-Serve-all (LASA) volunteering leave
- Confidential Grabber Assistance Programme
- FlexWork arrangements such as differentiated hours
Equal Opportunity Statement
At Grab We are committed to building an inclusive and equitable workplace that provides equal opportunity for Grabbers to grow and perform at their best. We consider all candidates fairly and equally regardless of nationality, ethnicity, race, religion, age, gender, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.
