Associate, Merchant Enablement

About the role

Grab is Southeast Asia's leading superapp, and its Singapore Operations team develops strategies and operational capabilities that create value for consumers, merchant partners and driver partners. Within Singapore Operations, the Merchant Operations team represents the voice of merchant partners and works with Business, Commercial, Product, Marketing and centralised operations teams to improve merchant journeys. The Associate, Merchant Enablement role improves the experience of merchants after onboarding, focusing on their early-life and ongoing lifecycle journey. Rather than giving day-to-day merchant support, you will identify recurring pain points, diagnose root causes and design scalable solutions such as merchant incubation and education programmes, training, self-service resources, communications, support journey improvements, product adoption initiatives and targeted engagement programmes.

Key responsibilities

• Identify gaps in the post-onboarding and early merchant journey that affect merchant readiness and operational success.
• Design and run incubation, training, education and enablement programmes, and develop resources that help merchants use Grab's platform.
• Analyse merchant feedback, support trends and operational data to find recurring pain points and root causes.
• Improve how merchants access support and self-service solutions, and turn merchant issues into product, process, content or programme improvements.
• Support merchant-facing product launches and business initiatives, bring merchant needs into product and go-to-market planning, and develop interventions to increase adoption of Grab tools and features.
• Define and track merchant experience, adoption and operational metrics, and use insights to refine programmes and prioritise improvements.
• Leverage automation, product enhancements, vendors and outsourced operations to scale repeatable activities.

Required profile

• Bachelor's degree in a relevant discipline.
• Minimum 3 years of experience in operations, project or program management, or a similar role.
• Ability to diagnose ambiguous problems and develop practical solutions.
• Ability to manage projects end-to-end, from problem identification and solution design through execution and impact measurement.
• Strong stakeholder management and collaboration skills across cross-functional teams.
• A strong merchant or customer experience mindset.
• Comfortable working with ambiguity, managing multiple priorities and adapting to changing 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 for Grabbers and their loved ones.
• FlexWork arrangements such as differentiated hours.