Company Description

About Grab and Our Workplace

Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility.

Job Description

Get to Know the Team

We're looking for a Lead Product Manager specializing in Customer Support to join our team in Vietnam. 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 Head of Product, Safety & GrabSupport and work onsite at the Grab HCMC Office.

The Critical Tasks You Will Perform

You will direct the product strategy for our customer support solutions, ensuring alignment with business goals.You will collaborate with cross-functional teams to define product roadmaps and prioritize features based on feedback and market trends.You will analyze customer data and support metrics to identify opportunities for improvement and make informed product decisions.You will develop and maintain product backlogs, document user stories, and outline requirements.You will manage the product lifecycle from conception to launch and beyond, optimizing the offering post-launch.You will mentor junior product managers to foster a culture of innovation and customer focus.You will conduct market research to stay informed about industry trends and competitor strategies.You will work closely with engineering to ensure product delivery effectively and efficiently.You will present product strategies and performance to senior leadership and stakeholders.You will consistently gather customer feedback to enhance product offerings.

Qualifications

What Essential Skills You Will Need

At least 5 years of experience in product management, with a focus on customer support.At least 3 years of experience in a customer support or similar role.Proven success in launching and improving products.Leadership experience in mentoring product teams.Expertise in applying product management methodologies and best practices.Proficiency in using customer support platforms and tools.Advanced skills in data analysis and reporting.Strong abilities in project management and cross-functional team leadership.Expertise in strategic analysis and planning to lead product innovation by identifying trends, assessing competition, and crafting growth roadmaps.Competence in customer journey mapping and optimization.Understanding of customer support processes and industry standards.Familiarity with SaaS or technology industry trends.Proficient in articulating ideas and delivering engaging presentations.

 

Additional Information

Life at Grab

We care about your well-being at Grab, here are some of the global benefits we offer:

We have your back with Term Life Insurance and comprehensive Medical Insurance.With GrabFlex, create a benefits package that suits your needs and aspirations.Celebrate moments that matter in life with loved ones through Parental and Birthday leave, and give back to your communities through Love-all-Serve-all (LASA) volunteering leaveWe have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges.Balancing personal commitments and life's demands are made easier with our FlexWork arrangements such as differentiated hours

What We Stand For at Grab

We are committed to building an inclusive and equitable workplace that enables diverse Grabbers to grow and perform at their best. As an equal opportunity employer, we consider all candidates fairly and equally regardless of nationality, ethnicity, religion, age, gender identity, sexual orientation, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.