Team Lead, Account Management Operations

The Critical Tasks You Will Perform

• Lead and oversee a team of operational support staff.

• Resolve merchant-facing issues efficiently by identifying blockers and leveraging cross-functional resources.

• Design and refine operational SOPs for merchant onboarding, troubleshooting, and escalation.

• Monitor merchant satisfaction metrics and implement initiatives to improve merchant NPS along with providing the check & balance system.

• Liaise with internal stakeholders (e.g., Product, Tech, Cities/GrabThumbsUp Account Management Teams) to deliver solutions at scale.

• Lead special projects and strategic experiments that improve account management operations.

  Qualifications
  What Essential Skills You Will Need

• Bachelor Degree or higher in any related filed.

• 3+ years of experience in merchant operations, account management or platform support - preferably in the food delivery or tech platform industry.

• Strong leadership skills with experience managing teams in a high-growth or operational environment.

• Proven ability to resolve complex problems with practical and scalable solutions.

• Excellent communication and stakeholder management skills.

• Analytical mindset with comfort in using data to inform decisions and track performance.

• A strong sense of ownership, adaptability and drive to deliver outcomes in a fast-paced environment.