Safety Team Lead
3 weeks ago
Role Summary
This role reports into the Head of Customer Service (CS). The CS Team Lead, Safety will manage a team of Specialists and all safety matters under the CS Team's Safety arm. He/she will be heavily involved in interfacing with other departments in order to drive the tasks required of this role.
Key Responsibilities:
- Manage, execute, and enhance on the existing incident management process that covers all ride incidents relating to Neuron's vehicles.
- De-escalate situations skillfully and suppress any situations from media/council escalation.
- Manage, execute, and enhance the breach management system including building processes as well as product automations and optimisations.
- Expertly manage safety user resolution and be able to guide the team members to understand concepts for application purposes.
- Create and track overall safety metrics to identify gaps in safety processes and recommend improvements or drive process efficiencies to improve various workflows.
- Be able to independently troubleshoot and liaise with other internal departments to fix issues and improve efficiency in relation to the safety sub-function.
- Understand all work streams within the CS department.
- Follow company communications guidelines and procedures under minimal supervision.
- Build expert and dynamic knowledge of Neuron's service.
- Troubleshoot issues, manage, and re-prioritise resolutions in a systematic, data-driven approach.
- Manage customised data requests for safety data, governing its data quality and control from a business perspective.
- Consistently work on process improvements and reporting updates to keep up with the company's fast-paced growth.
- Effectively link user complaints, our product, and technology to troubleshoot and provide insights to the internal stakeholders from a user's perspective.
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