Job Description
Get to Know the Team
The Driver Affairs team is the bridge between Grab and our driver and delivery partners across Malaysia. Our team owns the end-to-end driver narrative, channel ecosystem, and change management strategies that keep our partners informed, engaged, and earning safely. We bridge the gap between complex tech products, regulatory changes, and ground-level driver realities, ensuring every partner receives clear, timely, and empathetic support.
Get to Know the Role
As the Manager, Driver Communications, you will serve as the chief strategist and single point of accountability for Grab's driver-facing narrative and information ecosystem. You will lead a dedicated team of 4 specialists to establish and govern a Single Source of Truth across all driver channels, including In-App Inbox Messages, the Driver Blog, and GrabAcademy in-app training. You will translate complex operational mechanisms, policy shifts, and regulatory frameworks into clear, actionable guidance.
You will report to Head, Driver Affairs, and be based in First Avenue, Petaling Jaya.
The Critical Tasks You Will Perform
- Define the driver narrative and change management strategy: Architect end-to-end communication plans for product launches, operational updates, and regulatory shifts, ensuring consistency across all touchpoints
- Drive GrabAcademy in-app training scope: Oversee digital learning curricula to deliver bite-sized and engaging training modules that effectively upskill driver-partners on earnings and platform tools
- Lead and empower a team of 4 specialists: Oversee request pipeline workflows, workload distribution, and deliverable quality while implementing operational excellence initiatives to raise editorial standards
- Establish and govern the Single Source of Truth: Synchronise owned channels (In-App Messaging, Driver Blog, GrabAcademy) and partnered channels (Help Centre, app interface) to eliminate conflicting information and audit legacy content debt
- Gather ground-level insights: Regularly engage directly with drivers and delivery partners through field visits and focus groups to gauge comprehension, test communication styles, and feed ground insights back into content creation
- Optimise channel performance: Track driver feedback loops and support ticket trends to continuously measure and improve message accuracy and support deflection goals.
Qualifications
What Essential Skills You Will Need
- Experience: 7+ years of experience in Operational Communications, Change Management, Corporate Communications, or Content Strategy
- People Leadership: Experience directly managing a team with demonstrated ability to manage pipeline workflows and implement operational improvements
- Communication: Exceptional written and verbal communication skills in English and Bahasa Malaysia, with other local languages as a plus
- Cross-Functional Stakeholder Management: Experience influencing and aligning senior leaders across PR, Public Affairs, Product, Legal, and Operations
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.
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.