Associate, Quality & Trust

About the role

Grab is Southeast Asia's leading superapp, and its Singapore Operations team oversees the business in Singapore, developing strategies and operational capabilities for merchants, consumers and the wider community. Within Singapore Operations, the Merchant Operations team represents merchant partners and works to improve their experience across the full lifecycle. The Associate, Quality & Trust role improves merchant and platform quality across the end-to-end consumer journey, from store discovery and content through order fulfilment and post-order recovery, using data, feedback and operational insights to identify quality gaps and build trust.

Key responsibilities

• Merchant & platform quality: improve store listings, menus, content accuracy, merchant availability and the discovery experience, and ensure quality is built into new products and initiatives
• Order & fulfilment experience: analyse cancellations, delays, missing or incorrect items and develop interventions that reduce repeat defects and improve the end-to-end order experience
• Policies, processes & recovery: review policies, workflows and operational controls and design solutions that balance consumer, merchant and business needs
• Continuous improvement: use metrics and feedback to prioritise quality improvements, partner with cross-functional teams to turn local needs into product or process changes, and explore automation, self-service or external partners to scale quality operations

Required profile

• Bachelor's degree in a relevant discipline
• Minimum 3 years of experience in operations, analytics, strategy or project/programme management
• Ability to break down complex problems and manage projects from definition through execution to impact measurement
• Strong stakeholder management and collaboration across cross-functional teams
• Comfortable working with ambiguity, multiple priorities and evolving business needs

What we offer

• Term life insurance and comprehensive medical insurance
• GrabFlex benefits packages, parental and birthday leave, and volunteering leave
• A confidential assistance programme and flexible work arrangements such as differentiated hours