Manager, Driver Communications — Change, Training & Engagement

Grab; Selangor; On-site; MYR 120,000 - 180,000; Full time

Benefits offered by this job

Term Life Insurance

Medical Insurance

GrabFlex benefits

Parental leave

Birthday leave

Love-all-Serve-all (LASA) volunteering

Job summary

Grab is seeking a Manager, Driver Communications in Malaysia to lead driver-facing narrative and govern a 4-person team. You will establish a Single Source of Truth across In-App Inbox Messages, the Driver Blog, and GrabAcademy in-app training, translating complex operational changes into clear guidance.

Based in Petaling Jaya, you will report to Head of Driver Affairs and shape end-to-end communication plans for product launches, regulatory updates, and earnings initiatives.

Qualifications

• 7+ years of experience in Operational Communications, Change Management, Corporate Communications, or Content Strategy.
• Experience directly managing a team with pipeline workflows and operational improvements.
• Excellent written and verbal communication in English and Bahasa Malaysia, with other local languages as a plus.
• Experience influencing senior leaders across PR, Public Affairs, Product, Legal, and Operations.

Responsibilities

• 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.

Skills

Experience 7+ years

People leadership

Communication

Cross-functional stakeholder mgmt

Job description

Grab is seeking a Manager, Driver Communications in Malaysia to lead driver-facing narrative and govern a 4-person team. You will establish a Single Source of Truth across In-App Inbox Messages, the Driver Blog, and GrabAcademy in-app training, translating complex operational changes into clear guidance.

Based in Petaling Jaya, you will report to Head of Driver Affairs and shape end-to-end communication plans for product launches, regulatory updates, and earnings initiatives.