Team Lead, Account Management Operations

Get to Know the Team

The merchant strategy team at GrabFood is committed to creating an outstanding merchant experience that empowers our partners to excel at Southeast Asia's leading delivery platform.

Get to Know the Role

As Team Lead, Account Management Operations, you will lead a team that enhances merchant satisfaction, boosts operational performance with faster SLA yet maintain high correctness and ensures merchants are set up for sustainable success on the GrabFood platform. You'll develop SOPs, improve workflows and coach the team to achieve the aforementioned goal. Your role is important to transforming merchants into top-tier partners and collaborating with other departments to ensure seamless support and growth. You will report to

The Critical Tasks You Will Perform

• Lead and oversee a team of operational support staff.
• Resolve merchant-facing issues efficiently by identifying blockers and leveraging cross-functional resources.
• Design and refine operational SOPs for merchant onboarding, troubleshooting, and escalation.
• Monitor merchant satisfaction metrics and implement initiatives to improve merchant NPS along with providing the check & balance system.
• Liaise with internal stakeholders (e.g., Product, Tech, Cities/GrabThumbsUp Account Management Teams) to deliver solutions at scale.
• Lead special projects and strategic experiments that improve account management operations.

What Essential Skills You Will Need

• Bachelor Degree or higher in any related filed.
• 3+ years of experience in merchant operations, account management or platform support - preferably in the food delivery or tech platform industry.
• Strong leadership skills with experience managing teams in a high-growth or operational environment.
• Proven ability to resolve complex problems with practical and scalable solutions.
• Excellent communication and stakeholder management skills.
• Analytical mindset with comfort in using data to inform decisions and track performance.
• A strong sense of ownership, adaptability and drive to deliver outcomes in a fast-paced environment.

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.