Assistant Manager, Platform Governance

23 hours ago

Petaling Jaya, Selangor, Malaysia Operations Full time 120,000 - 180,000 per year

Get to Know the Team

The Platform Quality & Experience team at Grab is composed of passionate individuals dedicated to maintaining and improving the experience of users on our platform. This dynamic group is at the heart of our operations, ensuring that each interaction is smooth. We believe in insights from user behavior and data analysis to foster a positive experience for everyone involved with Grab, from driver and delivery-partners to merchant-partners and consumers. As a member of this team, you'll be collaborating across teams and contributing to the strategic advancement of the platform's quality and experience.

Get to Know the Role

  • Lead Grab's Platform Governance team, overseeing operational quality and policy execution.
  • You will guide a team focused on analytical insights, QA audits, and process improvement, while also defining monitoring metrics for execution health.
  • We seek a process-oriented leader who uses data to drive change to ensure platform integrity.
  • This onsite role reports to the Manager, Platform Quality & Experience.

The Critical Tasks You Will Perform

  • Operationalize Policy Rollouts: You convert new policies into scalable workflows for the team, ensuring rapid and accurate deployment across the platform.
  • Develop Operational Monitoring Strategy: You define key metrics and methods for monitoring policy execution health, and partner with the BI teams to develop necessary monitoring tools.
  • Drive Strategic Process Improvement: You identify, and lead projects to optimize workflows, increase automation, and reduce operational costs for manual policy tasks.
  • Lead the Quality Assurance (QA) Function: You define and rigorously implement the QA audit framework for all execution teams, ensuring high accuracy and policy consistency across the platform.

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