Commercial Systems Platform Adoption Lead

Get to Know the Team

Grabber Technology Solutions (GTS) aims to be a technology leader that delivers predictive seamless experiences to all Grab employees (Grabbers). We are a diverse team of technology practitioners looking to outserve Grabbers with positive personalised enterprise technology experiences. We are seeking individuals who share our customer-centric and innovative values to join our growing team.

Get to Know the Role

We are seeking a hands-on and data-driven Platform Adoption Lead to join our Commercial Systems organization. This role is specifically focused on driving Salesforce platform adoption and proficiency for our (Merchant Operations) and None Sales BPO user base.

This is a critical platform enablement role not a general sales training position. You will be the Directly Responsible Individual (DRI) for ensuring our task-focused operational teams can use Salesforce efficiently and effectively from day one. Your primary goal is to accelerate ramp-in time improve data accuracy and reduce user friction for this specific audience which primarily uses one or two core objects.

Success in this role requires deep collaboration. You will work in close partnership with the Grab Commercial & Support Sales Enablement team leveraging their existing frameworks governance models and content repositories. You will be a key user and builder on the enterprise Digital Adoption Platform (DAP) using it to deploy in-app guidance and support rather than building a separate system.

This role will be on-site and based in the Jakarta office.

The Critical Tasks You Will Perform

Platform Adoption & Strategy (MEXOps)

• Design own and execute the end-to-end platform training and adoption strategy specifically for the Salesforce user base addressing their unique high-turnover and needs.
• Establish monitor and report on platform-specific adoption metrics (e.g. login rates task completion times data entry accuracy) for MexOps leadership and BPO managers.
• Act as the primary enablement partner for MexOps team leads consulting on user proficiency gaps and providing data-driven recommendations.
• Serve as the primary liaison to the Grab Commercial & Support Sales Enablement team to align on DAP governance standards and best practices ensuring a consistent user experience.

Program Design & Content Deployment

• Adapt and deploy a blended and scalable learning curriculum tailored to the MexOps persona (e.g. new hire onboarding micro-learnings quick reference guides) that is optimized for rapid ramp-in.
• Lead the hands-on design and deployment of in-app guidance using the enterprise DAP (WalkMe/Whatfix) including interactive walkthroughs task lists and smart tips to support users directly in their workflow.
• Contribute to and maintain the centralised shared repository for all platform enablement materials ensuring content is current accessible and aligned with central standards.

Change Management & Communication

• In alignment with the central Change Management framework partner with Program Management and Business Analysis leads to develop and execute communication plans for the MexOps audience.
• Translate technical release notes into simple clear what this means for you communications for the MexOps and BPO teams.
• Conduct change impact analyses to identify shifts in the MexOps teams processes and develop targeted training interventions.

Stakeholder Collaboration & Feedback Loop

• Collaborate closely with SDLC tower leads (Business Analysis Architecture Dev QA) to ensure that the MexOps user experience and training needs are represented in the design process.
• Analyze system usage data and support ticket trends to identify points of user friction diagnose root causes (e.g. knowledge gap vs. UX flaw) and provide feedback to the product and BA teams.

Qualifications :

What Essential Skills You Will Need

Experience

• A minimum of 8 years of experience in technology enablement platform training or digital adoption with at least 5 years focused specifically on driving the adoption of enterprise-scale Salesforce platforms.
• Proven experience executing enablement programs for large-scale operational teams preferably in a BPO or high-turnover environment.
• Demonstrable experience working successfully within a federated or matrixed enablement model collaborating with central teams on tools standards and governance.
• Experience working within a structured SDLC (Agile Waterfall or Hybrid).

Technical & Platform Expertise

• Required: Demonstrable hands-on expertise in designing building and administering enablement programs on a modern Digital Adoption Platform (DAP) such as WalkMe or Whatfix.
• Deep functional knowledge of the Salesforce platform including Sales Cloud and Service Cloud with a strong understanding of core objects and business processes for operational teams.
• Proficiency with various content creation and learning development tools.
• Required Certification: Salesforce Certified to have Certifications: Salesforce Certified Sales Cloud Consultant Salesforce Certified Service Cloud Consultant.
• Differentiating Certification: Salesforce Certified User Experience (UX) Designer.

Strategic & Leadership Competencies

• Proven ability to partner with operational managers BPO leads and internal enablement partners.
• Interpret usage data and translate it into actionable adoption strategies.
• Excellent instructional design and content development skills with the ability to distill complex technical concepts into simple easy-to-understand materials.

Additional Information :

Life at Grab

We care about your well-being at Grab here are some of the global benefits we offer:

• We have your back with Term Life Insurance and comprehensive Medical Insurance.
• With GrabFlex create a benefits package that suits your needs and aspirations.
• Celebrate moments that matter in life with loved ones through Parental and Birthday leave and give back to your communities through Love-all-Serve-all (LASA) volunteering leave
• We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through lifes challenges.
• Balancing personal commitments and lifes demands are made easier with our FlexWork arrangements such as differentiated hours

What We Stand For At Grab

We are committed to building an inclusive and equitable workplace that provides equal opportunity for Grabbers to grow and perform at their best. We consider all candidates fairly and equally regardless of nationality ethnicity race religion age gender family commitments physical and mental impairments or disabilities and other attributes that make them unique.

Remote Work :

No

Employment Type :

Full-time