Safety Operations Manager

3 days ago

Melbourne, Victoria, Australia Neuron Mobility Full time

Role Overview

The CS Team Lead, Safety will oversee a team of specialists and handle all safety-related matters within the CS department. This role requires strong communication skills and the ability to interface with various departments to drive tasks and projects.

Key Responsibilities:

  • Develop and enhance the incident management process, ensuring it covers all ride-related incidents involving Neuron's vehicles
  • De-escalate situations effectively and prevent media or council escalation
  • Manage and improve the breach management system, including process development and automation
  • Provide expert guidance on safety user resolution and support team members in applying safety concepts
  • Create and track safety metrics to identify process gaps and recommend improvements
  • Independently troubleshoot and collaborate with internal departments to resolve issues and optimize safety-related workflows
  • Stay informed about all CS department work streams
  • Adhere to company communications guidelines and procedures with minimal supervision
  • Develop in-depth knowledge of Neuron's services
  • Systematically troubleshoot issues, manage, and re-prioritize resolutions using data-driven approaches
  • Manage customized data requests for safety data, ensuring data quality and control from a business perspective
  • Contribute to process improvements and reporting updates to accommodate the company's fast-paced growth
  • Effectively link user complaints, products, and technology to provide insights to internal stakeholders from a user's perspective

Required Skills:

  • Strong negotiation skills
  • Effective stakeholder management
  • Excellent communication skills, including active listening and clear articulation
  • Ability to solve problems, alleviate conflicts, and de-escalate situations tactfully
  • Ability to multitask, manage time, and prioritize tasks
  • Comfort working individually and as part of a team
  • Background in Customer Service, Psychology, or a related field is advantageous
  • Curious, tenacious, and proactive mindset to think critically
  • Project and process management skills
  • Proficiency in Microsoft Excel with basic logic understanding
  • Strong managerial skills to ensure high-quality work with scalable team delivery

Our Values:

Make It Happen

We strive to deliver impactful results and commit to following through. We continuously optimize through collaboration to achieve the best collective outcomes.

Be Proactive

We take the initiative and continually seek improvement for ourselves, our team, and the cities we serve. We relish the chance for action even if it takes us outside our normal scope.

Trust Facts Over Opinion

We make decisions based on evidence. We assess situations fairly, using reason and logic whenever possible, rather than relying on unverified opinions.

Stay Curious

We ask questions, challenge assumptions, learn from mistakes, and are prepared to leave behind what we thought we knew.

Do More With Less

We understand that time and resources are finite. We balance our priorities and think strategically about how we can maximize our impact and return on investment.

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