Program Specialist | Experience Analyst
The Safety Support team is tasked with owning the strategy for handling customer safety support during critical incidents on the platform. Our scope extends to all customer types - Drivers, Delivery Partners, Merchants, Riders and Eaters.
Our ideal candidate has strong experience in analytics and insights generation. We're looking for someone who is passionate about finding those efficiencies that make our platform safer for all. In this role, you will be responsible for diving deep into the data, understanding root cause drivers, putting forward recommendations to business leaders and then working cross-functionally to operationalize those changes.
* Own safety reporting: Manage the safety dashboard and insights generation, ensuring cross-functional partners receive timely and relevant support insights
* Drive safety support continuous improvement: Led by data, identify pain points and opportunities to drive safety support changes
* Support new product and process launches: Act as a reliable partner with cross-functional teams to enable the rollout of new products or processes by ensuring support readiness
* Gen Ai innovation: Stay on top of new technologies and capabilities in this space, and ensure to incorporate these in daily work