Commercial Systems - Platform Adoption Lead

Company DescriptionAbout Grab and Our WorkplaceGrab 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 DescriptionGet to Know the TeamGrabber 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 RoleWe 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 PerformPlatform 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 DeploymentAdapt 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 & CommunicationIn 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 LoopCollaborate 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.QualificationsWhat Essential Skills You Will NeedExperienceA 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 ExpertiseRequired: 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 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 CompetenciesProven 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 InformationLife at GrabWe 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 leaveWe 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 hoursWhat We Stand For At GrabWe 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.