Job Description

Company Description
About Grab and Our Workplace
Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility.

Get to know our Team:
Get to know our Team: Grabber Technology Solutions (GTS) aims to be a technology leader that provides predictive and 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 strategic and data-driven Commercial Systems Enablement Lead to join our newly transformed Commercial Systems organization. This is a critical leadership role, reporting directly to the Commercial Systems Lead, designed for an individual who is passionate about translating technology capabilities into tangible business outcomes.
As the Directly Responsible Individual (DRI) for business value realization, you will own the "Enablement & Business Readiness" tower within our structured Software Development Lifecycle (SDLC). Your mandate is to ensure that our significant investments in the Salesforce platform and its surrounding ecosystem yield maximum ROI by driving deep user adoption, proficiency, and satisfaction.
This is not a traditional training role. You are the architect of our adoption strategy and the champion for the end-user. You will build a modern, scalable enablement practice from the ground up, leveraging cutting-edge Digital Adoption Platforms (like WalkMe or Whatfix) and data analytics to provide continuous, in-flow support to our commercial teams. You will act as a trusted advisor to business leadership, using adoption metrics and user feedback to influence the product roadmap and ensure that "change success" is measured by adoption, not just deployment. If you are a systems thinker who thrives on connecting technology delivery to business performance and wants to build a world-class enablement function, this role offers an unparalleled opportunity to make a strategic impact.
Workplace Type: This role will be on-site and based in the Bangalore office in India.
The Critical Tasks You Will Perform:

• Enablement Strategy & Governance

• Design, own, and execute the end-to-end enablement and business readiness strategy for all major Commercial Systems programs and releases, ensuring alignment with strategic business objectives.
• Establish, monitor, and report on a suite of adoption and proficiency KPIs (e.g., system adoption % by role, task completion rates, change readiness index) to measure the business impact of enablement initiatives and the overall ROI of our commercial systems.
• Act as the primary owner of our Digital Adoption Platform (DAP), defining the governance model, standards, and best practices for creating and deploying in-app guidance and support.
• Develop a continuous feedback loop, systematically gathering and analysing user feedback to provide actionable insights to the Business Analysis and Solution Architecture teams for future system enhancements.
• Program Design & Content Development

• Architect and develop a blended and scalable learning curriculum tailored to different user personas, encompassing instructor-led training (virtual and in-person), eLearning modules, video tutorials, quick reference guides, and knowledge base articles.
• Lead the hands-on design and development of sophisticated, in-app guidance using our DAP (WalkMe/Whatfix), including interactive walkthroughs, task lists, smart tips, and automated validation rules to support users directly within their workflow.
• Collaborate with Business Analysts and QA Leads to conduct UAT dry-runs and leverage test scripts to ensure training materials are perfectly aligned with the final system state and business processes.
• Maintain a centralised and version-controlled repository for all training and enablement materials, ensuring content is current, accessible, and relevant.
• Change Management & Communication

• Partner with Program Management and Business Analysis leads to develop and execute comprehensive change management and communication plans for all system changes, ensuring stakeholders are informed and prepared.
• Conduct change impact analyses to identify key shifts in processes, roles, and responsibilities, and develop targeted enablement interventions to mitigate disruption and accelerate adoption.
• Draft and manage all rollout communications, including release announcements, value proposition messaging, and support channel information, ensuring a clear, consistent, and user-centric narrative.
• Stakeholder Collaboration & Performance Consulting

• Act as a trusted advisor to commercial leadership on matters of user adoption, productivity, and system proficiency, presenting data-driven insights and strategic recommendations.
• Collaborate closely with SDLC tower leads (Business Analysis, Architecture, Dev, QA) to ensure that enablement and business readiness are considered from the earliest stages of 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. process issue vs. UX flaw), and consult with business stakeholders on the most effective solutions.

Qualifications
What Essential Skills You Will Need:

• Experience

• A minimum of 8 years of experience in technology enablement, digital adoption, training, or change management, with at least 5 years focused specifically on driving the adoption of enterprise-scale Salesforce platforms.
• Proven experience building and leading an enablement function, including developing strategy, defining KPIs, and demonstrating measurable business impact.
• Experience working within a structured SDLC (Agile, Waterfall, or Hybrid) and collaborating with technical teams, including business analysts, architects, and developers.
• Experience engaging with AI tools and emerging technologies to enhance productivity, improve workflows, and contribute new ideas.
• 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, business processes, and security models.
• Proficiency with various content creation and learning development tools (e.g., video editing software, eLearning authoring tools, knowledge base systems).
• Required Certification: Salesforce Certified Administrator.
• Strongly Preferred Certifications: Salesforce Certified Sales Cloud Consultant, Salesforce Certified Service Cloud Consultant.
• Differentiating Certification: Salesforce Certified User Experience (UX) Designer.
• Strategic & Leadership Competencies

• Exceptional executive communication, presentation, and influencing skills, with a proven ability to operate as a strategic advisor to senior business stakeholders.
• Strong analytical and data-driven mindset, with the ability to interpret usage data, identify trends, and translate them into actionable enablement strategies.
• Excellent instructional design and content development skills, with the ability to distill complex technical concepts into simple, easy-to-understand materials for diverse audiences.
• Proven project management and organizational skills, with the ability to manage multiple concurrent initiatives in a fast-paced environment.
• A passion for improving the user experience and a deep sense of empathy for the challenges users face when adopting new technology.

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 life's challenges.
• Balancing personal commitments and life's 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 enables diverse Grabbers to grow and perform at their best. As an equal opportunity employer, we consider all candidates fairly and equally regardless of nationality, ethnicity, religion, age, gender identity, sexual orientation, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.
#LI-DNI

Skills Required