Job 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.

Get to Know the Team

The Agent Experience team 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, we build our systems for extremely high availability, 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 looking for an Engineering Manager to guide the technical and business strategy for this horizontal platform. You will lead a team consist of junior, senior, and lead engineers, and engineering managers. Your mission is to grow the platform while ensuring it remains performant under the weight of Grab's entire cross-vertical

support load

The Critical Tasks You Will Perform

• Technical Strategy: Directly partner with junior, senior, and lead engineers to bring technical strategy and design product solutions across multiple tech families.
• Business & D365 Influence: Work with Product teams to bring business strategy and collaborate with Business/Operations to influence and lead Microsoft Dynamics 365 (D365) strategies for the agent workforce.
• Leader of Leaders: manage teams with complementary skills.
• Partner Management: Perform high-level partner management across departments, including working with the Head of Engineering and business teams to agree on resource and budget needs.
• Accountable : Full accountability for the team/department's products, systems and teams
• Strategic Authority: Define the technology direction for your department and propose new ideas to lead organisational strategies.
• Standard Setting: Establish and uphold comprehensive technical standards within your team while influencing standards company-wide..

Leadership & People Management

• Growth & Coaching: perform and coach people growth at all levels, mentoring the engineering community on complex technical topics.
• Functional Expertise: Act as a functional expert, selling strategic ideas to executive-level partners and communicating with both technical and non-technical audiences.
• Scaling and Hiring: assess technical abilities and guide the team in making informed hiring choices to grow a complex organization.

Qualifications

What Essential Skills You Will Need

At least 10 years of engineering experience with

• Organizational Scaling: Experience building and scaling complex engineering organizations.
• Distributed Systems Expertise: Advanced expertise in distributed systems, specifically those focused on high availability, performance, and reliability.
• Full Accountability: Experience managing platforms that serve diverse use cases and products simultaneously.
• Cross-Vertical Support: Strategic Context: Ability to bring business context into technical decisions and benchmark performance against industry standards.
• People Management : Experience managing a large team of junior to lead engineers/managers
• Minimum 5+ Years of experience leading people
• Exposure to AI-assisted or agentic development tooling
• Strategic Authority: Ability to define the technology direction for a department and propose new ideas to bring organizational strategy.
• Expertise and Collaboration: skills in coordinating across a vast landscape of partners to ensure seamless support for the ecosystem.
• Cultural Understanding: A leader guided by "The Grab Way" principles: Heart, Hunger, Honour, and Humility.

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 leave
• We 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.