Lead, Community Engagement Surabaya

About the role

You will manage community engagement strategies for driver partners in Surabaya, acting as the primary link between our company and the field. This position involves building trust with community leaders, gathering operational feedback, and collaborating across departments to improve the partner experience.

Key facts

What you'll do

• Manage engagement across various partner segments and maintain relationships with Driver Leaders and community stakeholders.
• Conduct regular field visits to monitor partner sentiment, detect emerging operational issues, and understand local dynamics.
• Convert field feedback into reports on themes, risks, and opportunities to guide internal decision-making.
• Work with Operations, Product, and Policy teams to address community concerns and improve resolution quality.
• Execute communication plans for operational changes and high-impact program launches.
• Track program performance, report on partner experience trends, and mentor junior staff on stakeholder management.

Requirements

• Bachelor degree.
• Minimum 5 years of experience in field operations, community management, or customer success.
• Proven history of managing initiatives from initial planning to final execution.
• Ability to build trust and communicate effectively with diverse groups.
• Skill in identifying patterns from feedback to create practical, actionable solutions.
• Capability to manage sensitive topics with empathy and sound judgment.
• Experience in structured data review and strategy development.
• Ability to work independently while coordinating with cross-functional teams.

Nice to have

• Experience in the gig economy, ride-hailing, driver communities, or field team leadership.

Skills & tools

• Stakeholder management
• Field operations
• Data synthesis and reporting
• Cross-functional collaboration
• Community engagement strategy

Practical notes

• Benefits include medical and term life insurance, GrabFlex customizable benefits, and FlexWork arrangements with differentiated hours.
• Leave policies include parental leave, birthday leave, and volunteering leave.
• Access to the Grabber Assistance Programme for personal support.
• Grab is an equal opportunity employer committed to an inclusive workplace.