Senior Product Operation Specialist - Automation

Job Description

Get to Know the Team

In Automation & AI Experience team, we streamline complex user issues and frictions through automation and drive cost and operational efficiency that allow Grab to scale sustainably.

Our purpose is to architect the future of support by building AI and automation frameworks that serve as the first line of resolution for millions of users across Southeast Asia. We don't just build bots; we design intelligent experiences that solve real-world problems in real-time.

Get to Know the Role

As a Senior Product Operations Specialist, you operate at the intersection of AI, Product, and Customer Experience, owning the end-to-end lifecycle from ideation to launch. You define the roadmap, prioritize features, and manage the backlog while leading cross-functional teams to deliver on time. You track product metrics and KPIs to drive continuous improvement, and you spearhead automation by designing, configuring, and maintaining low-/no-code workflows—optimizing existing flows and integrating solutions with engineering to improve operational efficiency.

You will report to our Lead Product Operations Manager, and base onsite in our Petaling Jaya office.

 

The Critical Tasks You Will Perform

• Architect Automation: You will own the lifecycle of chatbot workflows, ensuring that every automated interaction is helpful, accurate, and empathetic.
• Data-Driven Optimization: You'll dive deep into performance metrics to identify where users are dropping off and implement rapid iterations to improve resolution rates.
• Cross-Functional Bridge: You will collaborate with Product Managers and Engineers to translate user feedback into technical requirements, ensuring our automation roadmap aligns with real-world needs.
• Operational Excellence: You will manage the deployment of new features, ensuring they are rolled out flawlessly across the Grab ecosystem.

Qualifications

What Essential Skills You Will Need

• Bachelor's degree in Computer Science, or related field
• 3+ years of experience in product management, product operations, automation or similar role
• Experience with hands-on experience with automation and workflow configuration
• Experience working in Agile/Scrum environments

Additional Information

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 leave
• We 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 hours

What We Stand For At Grab

We are committed to building an inclusive and equitable workplace that provides equal opportunity for Grabbers to grow and perform at their best. We consider all candidates fairly and equally regardless of nationality, ethnicity, race, religion, age, gender, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.