Associate, Quality & Trust
About Grab and Our WorkplaceGrab 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 TeamThe 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 RoleThe 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 PerformMerchant & Platform QualityIdentify 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 ExperienceAnalyse 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 & RecoveryReview 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 EnablementUse performance metrics, feedback, and operational insights to prioritise quality improvement opportunities and measure impact...