Get to Know the Team
The Agent Experience PST owns and operates the internal platforms used by Grab's support
agents to serve our entire ecosystem- across every vertical and use case. Because agents rely
on these tools to resolve critical issues for users and partners, our systems are built for
extremely high availability, reliability, and 100% data correctness. When a user needs help
with a transaction, they rely on our platform to ensure the agent has the right tools and data at
the right time
Get to Know the Role
We are seeking a high-caliber G6 leader to drive the technical and business strategy for this
horizontal platform. You will lead a robust organization of junior, senior, and lead engineers, as
well as engineering managers. Your mission is to scale this complex environment while ensuring
the platform remains performant and reliable under the weight of Grab's entire cross-vertical
support load
The Critical Tasks You Will Perform
to drive technical strategy and design product solutions across multiple tech families.
collaborate with Business/Operations to influence and drive Microsoft Dynamics 365
(D365) strategies for the agent workforce.
management across functions, including working with the Head of Engineering and
business teams to align on resource and budget needs.
and teams
Complexity & Independence
new ideas to drive organisational strategies.
team while influencing standards company-wide..
Leadership & People Management
the engineering community on complex technical topics.
ideas to executive-level stakeholders and communicating effectively with both technical
and non-technical audiences.
informed hiring choices to scale a complex, large organization.
Knowledge & Skills Required
on high availability, high performance, and high reliability.
large-scale engineering teams and organizations.
decisions and benchmark performance against industry standards.
landscape of stakeholders to ensure seamless support for all Grab users.