Senior Engineering Manager, Agent Experience

Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility.

Get to Know the Team

The Agent Experience PST owns and operates the internal platforms used by Grab’s support

agents to serve our entire ecosystem- across every vertical and use case. Because agents rely

on these tools to resolve critical issues for users and partners, our systems are built for

extremely high availability, reliability, and 100% data correctness. When a user needs help

with a transaction, they rely on our platform to ensure the agent has the right tools and data at

the right time

Get to Know the Role

We are seeking a high-caliber G6 leader to drive the technical and business strategy for this

horizontal platform. You will lead a robust organization of junior, senior, and lead engineers, as

well as engineering managers. Your mission is to scale this complex environment while ensuring

the platform remains performant and reliable under the weight of Grab’s entire cross-vertical

support load

The Critical Tasks You Will Perform

● Technical Strategy & Execution: Directly partner with junior, senior, and lead engineers

to drive technical strategy and design product solutions across multiple tech families.

● Business & D365 Influence: Work with Product teams to drive business strategy and

collaborate with Business/Operations to influence and drive Microsoft Dynamics 365

(D365) strategies for the agent workforce.

● Leader of Leaders: Skillfully manage, mentor, and develop leads and engineering

managers to build cohesive, high-performing teams with complementary skills.

● Cross-Functional Stakeholder Management: Perform high-level stakeholder

management across functions, including working with the Head of Engineering and

business teams to align on resource and budget needs.

● Accountable : Full accountability and ownership for the team/org’s products, systems

and teams

Complexity & Independence

● Strategic Authority: Define the technology direction for your business unit and propose

new ideas to drive organisational strategies.

● Standard Setting: Establish and uphold comprehensive technical standards within your

team while influencing standards company-wide..

Leadership & People Management

● Growth & Coaching: Actively perform and coach people growth at all levels, mentoring

the engineering community on complex technical topics.

● Functional Thought Leadership: Act as a functional thought leader, selling strategic

ideas to executive-level stakeholders and communicating effectively with both technical

and non-technical audiences.

● Scaling & Hiring: Expertly assess technical abilities and guide the team in making

informed hiring choices to scale a complex, large organization.

Knowledge & Skills Required

● Distributed Systems: Advanced expertise in distributed systems, specifically focused

on high availability, high performance, and high reliability.

● Organizational Scaling: Proven track record of building and scaling complex,

large-scale engineering teams and organizations.

● Strategic Business Context: Ability to bring strategic business context to technical

decisions and benchmark performance against industry standards.

● Collaboration: Exceptional skills in coordinating and collaborating across a vast

landscape of stakeholders to ensure seamless support for all Grab users.

 

What Essential Skills You Will Need

At least 12-15 years of engineering experience with

● Organizational Scaling: A proven track record of building and scaling large, complex

engineering organizations.

● Distributed Systems Expertise: Advanced expertise in distributed systems, specifically

those focused on high availability, performance, and reliability.

● Full Accountability: Experience managing platforms that serve diverse use cases and

verticals simultaneously.

● Cross-Vertical Support: Strategic Context: Ability to bring business context into

technical decisions and benchmark performance against industry standards.

● People Management : Experience in managing a large team of junior to lead

engineers/managers

○ Min 6-7+ Years of experience in leading and managing people

● Exposure to AI-assisted or agentic development tooling

● Strategic Authority: Ability to define the technology direction for a business unit and

propose new ideas to drive organizational strategy.

● Thought leadership & Collaboration: Exceptional skills in coordinating across a vast

landscape of stakeholders to ensure seamless support for the ecosystem.

○ Act as a functional leader, selling strategic ideas to executive stakeholders and

communicating effectively with both technical and non-technical audiences.

● Cultural Alignment: A leader guided by "The Grab Way" principles: Heart, Hunger,

Honour, and Humility.

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 enables diverse Grabbers to grow and perform at their best. As an equal opportunity employer, we consider all candidates fairly and equally regardless of nationality, ethnicity, religion, age, gender identity, sexual orientation, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.