Associate, Quality & Trust

The 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 Role

The 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 Perform

Merchant & Platform Quality

• Identify 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 Experience

• Analyse 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 & Recovery

• Review 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 Enablement

• Use performance metrics, feedback, and operational insights to prioritise quality improvement opportunities and measure impact.
• Partner with cross functional teams to translate local needs into product or process improvements.
• Identify opportunities to use automation, self-service, or external partners to scale quality operations.