Associate, Quality & Trust
Grab · Singapore
Company Description
About Grab and Our Workplace
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.
Job Description
Get to Know the Team
The Singapore Operations team oversees, shapes, and grows Grab's business in Singapore. We develop strategies and operational capabilities that create meaningful value for our merchant-partners, consumers, and the wider community.
Within Singapore Operations, the Merchant Operations team represents the voice of our merchant-partners and works to improve their experience across the full lifecycle. We partner with Product, Commercial, Business and Support teams to strengthen platform quality, solve merchant and consumer pain points, and build scalable solutions that support sustainable business growth.
Get to Know the Role
The Associate, Quality & Trust improves merchant and platform quality across the end-to-end consumer journey, from store discovery and content through order fulfilment and post-order recovery.
You will use data, merchant and consumer feedback, and operational insights to identify quality gaps, understand their underlying drivers, and implement solutions that improve reliability and build trust in the platform.
Your work may include improving merchant content and availability, reducing fulfilment defects, strengthening policies and operational controls, improving recovery journeys, and supporting Product teams on longer-term platform enhancements.
The Critical Tasks You Will Perform
Merchant & Platform Quality
- Identify opportunities to improve store listings, menus, content accuracy, merchant availability, and the discovery experience.
- Design and implement initiatives that improve the quality and reliability of merchant information on the platform.
- Ensure quality considerations are incorporated into new products, services, and business initiatives.
Order & Fulfilment Experience
- Analyse order and fulfilment performance to identify drivers of cancellations, delays, missing or incorrect items, and other quality issues.
- Develop interventions that improve merchant execution, reliability, and accountability.
- Work with relevant teams to reduce repeat defects and improve the end-to-end order experience for consumers and merchants.
Policies, Processes & Recovery
- Review policies, workflows, and operational controls to identify gaps and opportunities for improvement.
- Design practical solutions that balance consumer experience, merchant experience, business impact, and operational efficiency.
Continuous Improvement & Product Enablement
- Use performance metrics, feedback, and operational insights to prioritise quality improvement opportunities and measure impact.
- Partner with cross functional teams to translate local needs into product or process improvements.
- Identify opportunities to use automation, self-service, or external partners to scale quality operations.
Qualifications
What Essential Skills You Will Need
- 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 develop practical solutions.
- Manage projects from problem definition and solution design through execution and impact measurement.
- Strong stakeholder management skills and ability to collaborate effectively across cross-functional teams.
- Ability to balance consumer experience, merchant experience, business impact, and operational considerations.
- Comfortable working with ambiguity, managing multiple priorities, and adapting as business needs evolve.
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 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.