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Safety Operations Team Supervisor

2 months ago

Melbourne, Victoria, Australia Neuron Mobility Full time

Position Overview

Reporting to the Head of Customer Service, the Customer Safety Services Lead will oversee a dedicated team of specialists focused on safety protocols within the Customer Service department. This role is pivotal in collaborating with various departments to ensure the effective execution of safety initiatives.

Key Responsibilities:

  • Oversee and refine the existing incident management framework addressing all ride-related incidents involving Neuron's vehicles.
  • Skillfully de-escalate situations to prevent media or council escalations.
  • Manage and enhance the breach management system, including the development of processes and product automations.
  • Provide expert guidance on safety user resolutions, assisting team members in applying relevant concepts.
  • Develop and monitor comprehensive safety metrics to identify process gaps and recommend enhancements for improved workflows.
  • Independently troubleshoot issues and collaborate with internal departments to enhance efficiency within the safety function.
  • Gain a thorough understanding of all operational streams within the Customer Service department.
  • Adhere to company communication protocols with minimal supervision.
  • Cultivate an in-depth knowledge of Neuron's services.
  • Systematically manage and prioritize issue resolutions based on data-driven insights.
  • Handle customized safety data requests, ensuring data quality and governance from a business perspective.
  • Continuously pursue process improvements and reporting updates to align with the company's rapid growth.
  • Effectively connect user feedback, product features, and technology to provide insights to internal stakeholders from a user-centric viewpoint.

Required Qualifications:

  • Exceptional negotiation capabilities.
  • Strong skills in stakeholder management.
  • Excellent communication skills, including active listening and clear articulation.
  • Proficient in problem-solving and tactfully managing conflicts.
  • Ability to juggle multiple tasks and prioritize effectively.
  • Capable of working independently as well as collaboratively within a team.
  • Background in Customer Service, Psychology, or related fields is advantageous.
  • A curious, tenacious, and proactive mindset to think critically and adapt.
  • Skills in project and process management.
  • Proficiency in Microsoft Excel with a foundational understanding of logic.
  • Strong leadership skills to ensure team members deliver high-quality work at scale.

Our Core Values:

Make It Happen
We are committed to achieving impactful results and continuously optimizing through collaboration for the best outcomes.

Be Proactive
We embrace initiative and seek ongoing improvement for ourselves, our team, and the communities we serve.

Trust Facts Over Opinion
Our decisions are based on evidence, assessing situations fairly using reason and logic.

Stay Curious
We ask questions, challenge assumptions, learn from our experiences, and are open to new ideas.

Do More With Less
We recognize the finite nature of time and resources, strategically balancing priorities to maximize impact.