Senior Design Manager, Grab Support

📍 Job Overview

Job Title: Senior Design Manager, Grab Support

Company: Grab

Location: Singapore, Singapore

Job Type: Full-time

Category: Design Management / Product Design (with a focus on Support & AI)

Date Posted: 2026-06-23

Experience Level: 10+ Years (Overall Experience)

Remote Status: On-site

🚀 Role Summary

• Lead and mentor a team of Product Designers focused on enhancing Grab's customer support experience across Southeast Asia.

• Drive the strategic integration of Artificial Intelligence (AI) into design workflows and product solutions, particularly for self-serve journeys, chatbots, and agent tooling.

• Ensure the delivery of high-quality, user-centered design outcomes that improve the support experience for consumers, partners, and support agents.

• Champion AI fluency within the design team, fostering innovative uses of AI to accelerate design exploration and improve overall team efficiency.

📝 Enhancement Note: This role sits within the Grab Support tech family, indicating a strong focus on customer service technology and operational efficiency. The emphasis on AI integration suggests a forward-thinking approach to design and a need for candidates comfortable with emerging technologies and their application in user support. The "superapp" context implies a broad range of user needs and complex interconnected services to consider.

📈 Primary Responsibilities

• Manage a team of Product Designers, guiding them through complex problem-solving and the creation of simple, impactful solutions within the support domain.

• Contribute to the overall product strategy for Grab Support, ensuring design initiatives align with business objectives and user needs.

• Elevate the quality of design output across multiple problem spaces, maintaining a high standard for user experience and interface design.

• Actively design and advocate for AI-mediated experiences, including chatbots, automated workflows, and self-serve support channels, ensuring they are intuitive and effective.

• Collaborate closely with Product Management, Engineering, Analytics, Marketing, and senior leadership to define requirements, drive product development, and measure impact.

• Develop and promote AI-enabled ways of working within the design team, partnering with leadership to optimize workflows, select appropriate tooling, and facilitate upskilling for enhanced craft and efficiency.

📝 Enhancement Note: The responsibilities highlight a dual focus on people management (mentoring designers) and strategic execution (product strategy, AI integration). The requirement to work with various departments underscores the collaborative nature of operations and product development within a large tech organization.

🎓 Skills & Qualifications

Education: While not explicitly stated, a Bachelor's or Master's degree in Design, Human-Computer Interaction, Computer Science, or a related field is typically expected for senior design management roles.

Experience:

• 7+ years of professional experience in Product Design.

• 4+ years of experience specifically in managing and leading design teams. Required Skills:

• Demonstrated expertise in user-centered design methodologies and principles.

• Strong proficiency in visual design, prototyping, and interaction design.

• Experience designing for mobile platforms and understanding of front-end web standards and development.

• Proven AI fluency: hands-on experience integrating AI into design workflows to accelerate exploration and enhance craft.

• Experience utilizing AI to automate workflows and improve team efficiency.

• Proficiency with design and AI tooling, specifically mentioning Figma, Cursor, and Claude Code.

• Experience with AI-assisted design and prototyping tools.

• Ability to contribute to product strategy and drive design outcomes.

• Excellent mentorship and team leadership capabilities.

• Strong cross-functional collaboration and communication skills. Preferred Skills:

• Experience in the customer support technology domain.

• Familiarity with AI chatbot development platforms and methodologies.

• Experience with data analysis and user research to inform design decisions.

• Understanding of A/B testing and experimentation for design optimization.

📝 Enhancement Note: The explicit mention of AI fluency and specific tools like Cursor and Claude Code is critical. Candidates must be able to articulate their experience not just with design tools but with leveraging AI in practical, efficiency-driving ways within a design context. An online portfolio is essential for demonstrating these skills and leadership capabilities.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• An online portfolio or a collection of detailed case studies is mandatory.

• Case studies must clearly demonstrate a user-centered design approach, showcasing the problem, your process, and the impact of your solutions.

• Demonstrate leadership experience, highlighting how you managed design teams, mentored individuals, and drove design quality.

• Include examples of how you have integrated AI into design workflows or product solutions, with quantifiable results if possible.

• Showcase experience with mobile and web design, including visual, interaction, and prototyping skills. Process Documentation:

• Clearly articulate your design process, from initial research and problem definition through to prototyping, testing, and implementation.

• Provide examples of how you have improved design processes or workflows, particularly those involving AI tools or automation.

• Illustrate how you measure the success of design initiatives and the impact on user experience and business metrics.

📝 Enhancement Note: The portfolio is paramount. It needs to go beyond just showcasing aesthetics; it must prove the candidate's ability to manage teams, drive strategic design, and critically, integrate AI effectively. Case studies detailing the application of AI in design processes and their outcomes will be highly valued.

💵 Compensation & Benefits

Salary Range:

As this is a Senior Design Manager role in Singapore with significant experience requirements (7+ years design, 4+ years management), and given Grab's status as a leading tech company, a competitive salary is expected. Based on industry benchmarks for similar roles in Singapore, the estimated salary range would be approximately SGD 9,000 - SGD 15,000 per month, depending on the candidate's specific experience, skills, and the outcome of negotiations.

Benefits:

• Term Life Insurance: Provides financial security for dependents.

• Medical Insurance: Comprehensive coverage for healthcare needs.

• GrabFlex Benefits Package: Flexible benefits that can be tailored to individual needs and aspirations, potentially covering wellness, professional development, or other personal priorities.

• Parental Leave: Supports new parents in balancing work and family responsibilities.

• Birthday Leave: Time off to celebrate personal milestones.

• Love-all-Serve-all (LASA) Volunteering Leave: Encourages community engagement and giving back.

• Grabber Assistance Programme: Confidential support services for personal and professional challenges.

• FlexWork Arrangements: Options like differentiated hours to promote work-life balance.

Working Hours:

The role is stated as full-time and on-site, implying standard office working hours, likely around 40 hours per week. However, Grab offers "FlexWork arrangements such as differentiated hours," suggesting some flexibility in daily scheduling while maintaining the on-site presence.

📝 Enhancement Note: The salary estimate is based on publicly available data for senior design management roles in Singapore's tech sector, adjusted for the specific requirements of AI integration and team leadership. The comprehensive benefits package reflects Grab's commitment to employee well-being and work-life balance.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology, Superapp (Ride-hailing, Food Delivery, Payments, Logistics, etc.)

Company Size: Large (Grab is a multinational technology company with thousands of employees across Southeast Asia).

Founded: 2012. Grab has evolved from a ride-hailing app to a comprehensive "superapp," demonstrating a strong track record of innovation and expansion.

Team Structure:

• The role reports to the Head of Design, Platform, indicating a structured design organization within Grab.

• The Grab Support tech family is a dedicated unit focused on building and operating customer support technologies.

• This role involves managing a team of Product Designers and collaborating closely with Product Management, Engineering, Analytics, and Marketing teams. Methodology:

• Emphasis on "purpose" and "excellence" driven by "Technology and AI."

• Focus on delivering a "world-class, delightful and seamless support experience" through automation, content excellence, and AI.

• The company culture values "heart, hunger, honour, and humility."

• A commitment to building an inclusive and equitable workplace is stated.

Company Website: https://www.grab.com/

📝 Enhancement Note: Grab's culture appears to be purpose-driven, technology-focused, and values-oriented. The "superapp" model suggests a fast-paced, dynamic environment where operational efficiency and customer experience are paramount. The emphasis on AI and automation indicates a strategic investment in technological advancement.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior Management position within the Design function, responsible for leading a team and influencing product strategy in a critical area (customer support). It sits at a level where individual contribution shifts significantly towards team leadership, process improvement, and strategic thinking.

Reporting Structure: The role reports to the Head of Design, Platform, placing it within a broader design leadership hierarchy. The Senior Design Manager will directly manage Product Designers and collaborate with cross-functional leaders.

Operations Impact: This role has a direct impact on the operational efficiency and customer satisfaction of Grab's support functions. By improving self-serve journeys, chatbots, and agent tools through design and AI, the role contributes to reduced support costs, increased customer loyalty, and a more seamless user experience across the Grab ecosystem.

Growth Opportunities:

• Leadership Progression: Potential to move into higher leadership roles within Design, such as Head of Design for a specific vertical or platform.

• Strategic Influence: Opportunity to shape the future of AI-driven customer support design at Grab and across Southeast Asia.

• Skill Development: Deepen expertise in AI integration within design, team management, and product strategy within a rapidly evolving tech landscape.

• Cross-functional Exposure: Gain broader experience by working across various departments and understanding the complexities of a superapp.

📝 Enhancement Note: This role offers a significant opportunity for career growth in both design leadership and the rapidly expanding field of AI application in product development, particularly within a large, impactful organization like Grab.

🌐 Work Environment

Office Type: The role is based at Grab's office in Singapore ("Grab One North"), indicating a physical, on-site work environment.

Office Location(s): Grab One North, Singapore. This suggests a modern, potentially collaborative office space designed to foster innovation and teamwork.

Workspace Context:

• Collaborative Environment: Expect to work in a dynamic, fast-paced environment with frequent interaction with designers, product managers, engineers, and other stakeholders.

• Tooling & Technology: Access to industry-standard design tools (Figma) and cutting-edge AI tools (Cursor, Claude Code) will be essential for daily work.

• Team Interaction: Opportunities for regular team meetings, design critiques, and cross-functional brainstorming sessions within the Grab Support tech family.

Work Schedule: While the role is full-time and on-site, Grab's offering of "FlexWork arrangements such as differentiated hours" suggests a degree of flexibility in scheduling to accommodate personal needs, provided overall productivity and collaboration are maintained.

📝 Enhancement Note: The on-site requirement in Singapore, combined with potential for flexible hours, offers a balance between in-person collaboration and personal autonomy. The workspace is expected to be technologically advanced, supporting a design-centric and AI-forward approach.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your resume and online portfolio to assess experience, leadership, and AI fluency.

• Hiring Manager Interview: Discussion about your design philosophy, leadership style, experience managing teams, and strategic thinking. Expect questions about your approach to AI integration.

• Portfolio Presentation: A deep dive into your case studies. Be prepared to walk through your process, design decisions, leadership contributions, and specifically, how you've used AI to achieve outcomes.

• Cross-functional Interviews: Meetings with Product Management, Engineering, and potentially other design leaders to assess collaboration skills and domain understanding.

• Final Interview: With senior leadership (e.g., Head of Design, VP of Product) to assess overall fit, strategic vision, and long-term potential.

Portfolio Review Tips:

• Curate Selectively: Choose 3-5 of your strongest projects that best showcase your design management, user-centered design, and AI integration skills.

• Structure for Impact: For each case study, clearly outline the problem, your role, the process followed, key design decisions, challenges faced, AI integration specifics, the solution, and most importantly, the measurable impact and results.

• Highlight Leadership: Clearly delineate your contributions as a manager versus individual contributor work. Showcase your mentorship and team-building successes.

• Emphasize AI Fluency: Dedicate sections within your case studies or have specific examples that detail how you've used AI tools (Figma, Cursor, Claude Code, etc.) to solve problems, accelerate workflows, or improve design quality. Quantify benefits where possible.

• Prepare for Questions: Anticipate questions about your design philosophy, how you handle design critiques, manage underperforming team members, and stay