About this role
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
Technical Strategy & Execution: Directly partner with junior, senior, and lead engineersto drive technical strategy and design product solutions across multiple tech families.
Business & D365 Influence: Work with Product teams to drive business strategy andcollaborate with Business/Operations to influence and drive Microsoft Dynamics 365
(D365) strategies for the agent workforce.
Leader of Leaders: Skillfully manage, mentor, and develop leads and engineeringmanagers to build cohesive, high-performing teams with complementary skills.
Cross-Functional Stakeholder Management: Perform high-level stakeholdermanagement across functions, including working with the Head of Engineering and
business teams to align on resource and budget needs.
Accountable : Full accountability and ownership for the team/org's products, systemsand teams
Complexity & Independence
Strategic Authority: Define the technology direction for your business unit and proposenew ideas to drive organisational strategies.
Standard Setting: Establish and uphold comprehensive technical standards within yourteam while influencing standards company-wide..
Leadership & People Management
Growth & Coaching: Actively perform and coach people growth at all levels, mentoringthe engineering community on complex technical topics.
Functional Thought Leadership: Act as a functional thought leader, selling strategicideas to executive-level stakeholders and communicating effectively with both technical
and non-technical audiences.
Scaling & Hiring: Expertly assess technical abilities and guide the team in makinginformed hiring choices to scale a complex, large organization.
Knowledge & Skills Required
Distributed Systems: Advanced expertise in distributed systems, specifically focusedon high availability, high performance, and high reliability.
Organizational Scaling: Proven track record of building and scaling complex,large-scale engineering teams and organizations.
Strategic Business Context: Ability to bring strategic business context to technicaldecisions and benchmark performance against industry standards.
Collaboration: Exceptional skills in coordinating and collaborating across a vastlandscape of stakeholders to ensure seamless support for all Grab users.
What Essential Skills You Will Need
At least 5-7 years of engineering experience with
Organizational Scaling: A proven track record of building and scaling large, complexengineering organizations.
Distributed Systems Expertise: Advanced expertise in distributed systems, specificallythose focused on high availability, performance, and reliability.
Full Accountability: Experience managing platforms that serve diverse use cases andverticals simultaneously.
Cross-Vertical Support: Strategic Context: Ability to bring business context intotechnical decisions and benchmark performance against industry standards.
People Management : Experience in managing a large team of junior to leadengineers/managers
○ Min 4+ Years of experience in leading and managing people
Exposure to AI-assisted or agentic development toolingStrategic Authority: Ability to define the technology direction for a business unit andpropose new ideas to drive organizational strategy.
Thought leadership & Collaboration: Exceptional skills in coordinating across a vastlandscape of stakeholders to ensure seamless support for the ecosystem.
○ Act as a functional leader, selling strategic ideas to executive stakeholders and
communicating effectively with both technical and non-technical audiences.
Cultural Alignment: A leader guided by "The Grab Way" principles: Heart, Hunger,Honour, and Humility.
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 hoursWhat 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.