Partner Operations Specialist

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.

Get to Know the Team

We are the operational engine behind our driver and delivery partner network. Our team focuses on building strong community ties, solving complex daily challenges, and scaling smooth operational processes. We thrive on data-driven decision-making, rapid problem-solving, and ensuring every partner feels supported, heard, and valued.

Get to Know the Role

As a Partner Operations Specialist, you will own the end-to-end partner engagement lifecycle. You will sit at the intersection of community building and operational strategy—leading partner workshops, analyzing trend data to fix process inefficiencies, and managing incident response protocols. If you are an adaptable problem-solver who enjoys working directly with people while optimizing backend systems, this role is for you.

This role report to Assistant Manager, KRG and Driver Training and will be onsite based in the Malaysia Ipoh office.

The Critical Tasks You Will Perform

• Training & Engagement: Lead onboarding, workshops, and license training for partners while hosting community events to introduce new products and services.
• Process Improvement: Analyze operational trends, spot bottlenecks, and fix inefficiencies to keep daily operations running smoothly.
• Incident & Stakeholder Management: Handle operational emergencies and serve as the main point of contact for internal teams and external partners to resolve issues quickly.
• Support & Escalations: Manage escalated partner issues (both online and face-to-face) with empathy to keep satisfaction high.
• Data & Insights: Review performance data and partner feedback to suggest smart operational improvements to leadership.
• Admin & Cross-Team Collaboration: Handle essential paperwork, coordinate with internal departments (Payments, Dispute, etc.), and complete ad-hoc tasks as assigned.

What Essential Skills You Will Need

• You have Bachelor's degree in any discipline with proficiency in English and Bahasa Malaysia.
• You have 1 year of experience in a business or tech company.
• Fluent in written and spoken English and Malay, with additional proficiency in Mandarin and Cantonese.
• You are a good initiator to pre-empt, address issues, and able to work independently.
• Tech-savvy and data-driven professional with Microsoft Office, AI tools, process optimization, conflict resolution, and partner support.
• You are able handle multiple tasks at once, in high-pressure situations, and proactively.

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.