Commercial Systems - Platform Adoption Lead

Commercial Systems - Platform Adoption Lead

Grab On‑site in Jakarta. About the role

We are seeking a hands‑on, data‑driven Platform Adoption Lead to drive Salesforce platform adoption and proficiency for the Merchant Operations and BPO user base. This critical platform enablement role focuses on accelerating ramp‑in time, improving data accuracy, and reducing user friction for teams that heavily use Salesforce. Responsibilities

Design, own and execute the end‑to‑end platform training and adoption strategy specifically for the Salesforce user base. Establish, monitor, and report on platform‑specific adoption metrics 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. Adapt and deploy a blended, scalable learning curriculum tailored to the MexOps persona (new‑hire onboarding, micro‑learnings, quick reference guides). Lead the hands‑on design and deployment of in‑app guidance using the enterprise DAP (WalkMe/Whatfix). Contribute to and maintain a shared repository for all platform enablement materials. Partner with Program Management and Business Analysis leads to develop and execute communication plans for the MexOps audience. Translate technical release notes into clear “what this means for you” communications. Conduct change impact analyses and design targeted training interventions. Collaborate with SDLC tower leads to ensure the MexOps user experience and training needs are represented in the design process. Analyze system usage data and support ticket trends to identify user friction and provide feedback to product and BA teams. Essential Skills & Experience

Minimum 8 years of experience in technology enablement, platform training or digital adoption, with at least 5 years focused on enterprise‑scale Salesforce platforms. Proven experience executing enablement programs for large‑scale, high‑turnover operational teams, preferably in a BPO environment. Experience working within a federated or matrixed enablement model. Experience with Agile, Waterfall or Hybrid SDLC. Technical & Platform Expertise

Hands‑on expertise in designing, building and administering enablement programs on a modern DAP such as WalkMe or Whatfix. Deep functional knowledge of the Salesforce platform, including Sales Cloud and Service Cloud. Proficiency with content creation and learning development tools. Required Certification: Salesforce Certified Administrator. Good 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. Ability to interpret usage data and translate it into actionable adoption strategies. Excellent instructional design and content development skills, distilling complex concepts into simple materials. Benefits

Term Life Insurance and comprehensive Medical Insurance. GrabFlex benefits package. Parental, Birthday leave and Love‑all‑Serve‑all volunteering leave. Confidential Grabber Assistance Programme. Flexible work arrangements (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. Job Details

Seniority level: Mid‑Senior level Employment type: Full‑time Industry: Software Development

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