Job Description

Country Lead Malaysia

Department: Market Operations & Supply

Employment Type: Full Time

Location: Malaysia

The Country Lead – Malaysia is a hands-on leadership role responsible for guiding national strategy and execution through deep understanding of ride-hailing frameworks and marketplace dynamics. The role embeds market and competitor intelligence into country-level planning, goal setting, and decision-making, resolves complex, high-stakes challenges through structured problem-solving and cross-functional alignment, and drives operational and process excellence.

Responsibilities

• Develop and implement operational standards and best practices in alignment with global strategy
• Facilitate collaboration between country, regional, and central teams to drive execution and knowledge sharing
• Lead automation and workflow optimization initiatives to scale operations efficiently
• Oversee high level operational escalations and ensure resolution with continuous improvement mindset
• Marketplace Supply Management Monitor supply demand balance and key driver funnel metrics, identifying drop offs and guiding funnel optimizations
• Collaborate with DOPs and Marketplace Efficiency teams to drive pricing, monetization, and performance strategies
• Analyze and optimize revenue streams and ensure alignment with country financial targets and company goals
• Expansion Launch Management Lead market expansion efforts, including city/product launches and regulatory compliance
• Coordinate cross functional efforts for timely and compliant market entry
• Support area teams in resolving launch challenges and ensuring market readiness Product Customer Experience
• Gather market insights to shape product development and localization
• Oversee implementation and rollout of new features and tools across markets
• Monitor product adoption and performance, ensuring alignment with local user needs
• Partnerships Public Affairs Guide strategic partnerships and negotiations to support business growth
• Align partnership initiatives with country expansion strategies and monitor performance
• Represent the company in public forums, manage PR strategy, and collaborate on crisis communication when needed Risk, Compliance Government Relations Lead country level risk mitigation strategies and ensure regulatory compliance
• Collaborate with GR/legal teams to monitor changes in policy and align operations accordingly
• Ensure local GR efforts are in sync with overall company policies Quality Customer Support
• Monitor service quality standards and technical support performance across the country
• Facilitate best practice sharing, escalations, and continuous service improvement
• Lead coordination of customer incident management and support tool implementation

Qualifications

• 5 years of experience in operations, general management, or marketplace leadership roles.
• Strong track record in leading cross functional teams and managing in high growth environments.
• Experience in ride hailing, e commerce, or other platform based businesses is required.
• Demonstrated ability to resolve complex problems and drive scalable solutions.
• Deep understanding of local market dynamics, user behavior, and regulatory environments.
• Strong communication, negotiation, and stakeholder management skills.
• Fluent in Malay Bahasa and English

Conditions & Benefits

• Health insurance and life insurance included
• Hybrid work mode and flexile schedule
• Access to professional counseling services including psychological, financial, and legal support
• Diverse internal training programs
• Partially or fully payed additional training courses
• All necessary work equipment