Get to know the Role

The Partner Care Senior Associate is responsible for the overall management of the following functions involving our driver-partners: Driver Training, Quality Assurance, Partner Communications & Social Media, Partner Community Management and Retention.


The day-to-day activities:

• Manage & direct daily team operations to ensure 24/7 driver support and implementation of daily operation SOPs
• Resolve disputes, conflicts and incidents involving driver-partners
• Liaise with Security & Safety team as well as Customer Experience Team for issues, incidents and concerns involving partners.
• Effectively implement a Grab Partner Quality Framework, which includes (1) enforcement and education on Grab’s Code of Conduct, (2) creation of programs and initiatives to constantly improve partner behavior and overall service standards
• Ensure all communications to drivers are relevant, contextualized, and delivered on time
• Lead in the development and execution of relevant community activities to keep partners well-informed and engaged (i.e. driver meetings and events)
• Develop and manage a driver-partner loyalty program
• Manage the driver-partner engagement budget; make sound recommendations on spend based on data, business objectives and driver needs/preferences
• Supervise, coach & manage the team to ensure outstanding performance

As our Ideal Candidate, you must have:

• At least 2 years working experience in either Operations, Customer Experience or Customer Loyalty
• Degree in Marketing or Business disciplines preferred
• At least 2 years’ experience in leading a team
• Excellent communication and interpersonal skills, shows empathy and compassion
• Strong business acumen, with a highly analytical & data-driven approach to problem solving
• Process oriented background, with high attention to detail
• A start-up attitude – willing to be very hands-on, and works hard to get things done
• Able to think out of the box and challenge status quo
• Proficient in Microsoft Office