Engineering Manager II, Agent Experience

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.