Online Community Manager (Driver Engagement)

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.

Job Description

Get to Know the Team

The Government Affairs & Community Engagement team at Grab Indonesia serves as the strategic bridge between Grab's corporate direction and its most critical partner — the driver community. We protect and grow the trust between Grab and hundreds of thousands of driver-partners by hearing their voices, addressing their concerns, and reaching them with accurate information at speed. We operate at the intersection of public affairs, community management, digital communications, and grassroots advocacy.

Get to Know the Role

You will lead Grab Indonesia's online engagement and sentiment management across driver-partner communities across digital platforms. You will combine empathy, strategic thinking, and political communication judgment to shape community narratives, address misinformation, and strengthen trust in Grab. You will also turn community insights into clear recommendations for leadership, policy, product, and operations teams, while helping the business respond quickly to latest issues in an agile environment.

You will report to the Director, Government Affairs & Community Engagement. You will be based on-site in the Jakarta office.

The Critical Tasks You Will Perform

• Develop community positivity campaigns that promote trust in Grab's policies, programs, and driver-partner value proposition through engaging, platform-native content.
• Translate complex corporate policies, product updates, and regulatory changes into clear, relatable Bahasa Indonesia – tailored to how driver-partners communicate and consume information
• Manage social listening and ground intelligence gathering — synthesize community chatter into applicable recommendations for Product, Policy, Operations, and Community teams
• Develop and activate response plans to address misinformation, hoaxes, and coordinated negative narratives with political judgment
• Manage relationships with driver community leaders, driver ambassadors, key opinion leaders (KOLs), and agency partners to amplify positive messaging at scale
• Advise leadership on sensitive community issues linked to regulatory, labour, and sociopolitical dynamics, and report on sentiment, issue trends, campaign performance, and response effectiveness
• Partner with field operations and driver-partner teams to connect online engagement with offline community activities such as gatherings, town halls and advocacy efforts.

Qualifications

What Essential Skills You Will Need

• 5+ years of experience in community management, digital communications, public affairs, political communications, or related fields, in Indonesia and within the gig economy, logistics, consumer tech, or public sector
• Experience with driver-partner or gig worker communities, with the empathy and credibility to engage with them
• Experience managing Facebook, TikTok, and WhatsApp, including how large communities engage, shape opinion, and respond across each platform
• Clear articulation in Bahasa Indonesia, with the ability to turn complex policy, product, and regulatory topics into clear, relatable messages for broad audiences
• Experience managing large, decentralised online communities and leading campaigns or engagement programs
• Demonstrated political communication and crisis management judgment, including the ability to navigate sensitive labour, regulatory, and public sentiment issues and respond effectively to misinformation or reputational risks
• Experience using social listening tools and working with KOLs, community influencers, agencies, or grassroots networks to turn insights into clear actions and engagement strategies

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 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.