Lead Product Manager, Grab Support

About the role

Grab is looking for a Lead Product Manager to join its Grab Support team in Singapore. You will lead the development and enhancement of customer support products and drive transformation in service offerings. You report to the Senior Product Leader for Grab Support and work onsite at the Grab One North Office.

Key responsibilities

• Own the end-to-end product strategy for support capabilities, focusing on upstream prevention (reducing issue creation through better product, policy and signal design).
• Partner with cross-functional teams to build and prioritise roadmaps that improve first-contact resolution and reduce reliance on manual agent handling.
• Use customer data, operational signals and support metrics to find root causes, distinguish signal from noise and eliminate recurring failure modes.
• Work with engineering to deliver scalable, reliable solutions that balance automation, controls and edge-case handling, with graceful fallbacks when automation or upstream systems fail.
• Act as a thought leader in moving from reactive, ticket-based support to proactive, conversational and AI-driven experiences.
• Stay ahead of industry trends in AI, automation and customer experience and apply them pragmatically.
• Communicate product strategy, trade-offs and performance to senior leadership and stakeholders, grounded in data and consumer impact.

Required profile

• 8+ years of product experience, with mandatory hands-on experience shipping GenAI products across any domain.
• Proven experience driving complex, cross-functional initiatives from problem discovery through delivery at scale.
• Senior-level judgment and leadership, with a track record of influencing stakeholders, mentoring PMs and shaping product culture.

Required skills

• Strong product intuition backed by data, able to identify high-leverage problems and make sound trade-offs in ambiguous situations.
• Ability to turn abstract strategy into clear product direction, roadmaps and execution plans.
• Hands-on experience shipping GenAI products.

What we offer

• Term life insurance and comprehensive medical insurance.
• GrabFlex benefits packages, parental and birthday leave, and LASA volunteering leave.
• A confidential Grabber Assistance Programme.
• FlexWork arrangements such as differentiated hours.