Role Overview
We are seeking a highly skilled professional to join our team as a Safety Operations Specialist.
This role involves managing escalations, intense situations, and potentially time-sensitive cases. You will work closely with the Incident Response Team reviewing cases and performing case studies to ensure our internal processes are continuously improving.
As a key member of our team, you will communicate with drivers and riders involved in safety incidents, liaise with law enforcement, cooperate with local governments, and work closely with other functional teams such as Legal, External Affairs, Finance, and Operations.
* Support the Incident Response Team when managing cases and intervening when required to ensure the correct levels of customer care is provided;
* Communicate to drivers and riders that have been involved in safety incidents with the necessary level of care and empathy;
* Actively review cases and perform case studies to identify solutions to prevent/mitigate scenarios from occurring again;
* Manage insurance claims to ensure the highest level of care is provided to our users;
* Respond to queries from local governments and ensure all processes meet regulations;
* Liaise with local law enforcement and assist with ongoing investigations.
Responsibilities
The successful candidate will possess:
* A Diploma or above in Criminal Law, Criminology, or equivalent experience (e.g., police studies, safety management, security management);
* Passionate about technology and innovation;
* Basic understanding of the transportation industry;
* 3+ years of prior professional experience in safety/risk management, compliance, public safety, critical operations, or customer service;
* Exceptional writing and verbal communication skills;
* Ability to work in a very fast-paced environment while remaining calm and level-headed;
* Experience working independently in a minimally structured environment.
Preferred Qualifications
The ideal candidate will also possess:
* Experience as the highest point of escalation;
* Experience in liaising with Law Enforcement or Government entities;
* Previous process improvement experience.
What We Offer
As a valued member of our team, you can expect:
* A dynamic and challenging work environment;
* Opportunities for growth and professional development;
* A collaborative and supportive team culture;
* Competitive salary and benefits package.