Safety Investigations Specialist Iii

6 days ago

Sydney, Australia Uber Full time

**About the Role**

As the ANZ IRT Urgent SME, you will play a crucial role in proactively consolidating and providing insights to the ANZ business to prevent future critical incidents. Your focus will be on enhancing customer satisfaction, improving support team operations, and driving process improvements. You will contribute to the resolution of safety concerns, ensuring prompt and accurate resolution or appropriate escalation. Your ultimate goal will be to create advocates out of frustrated users and deliver a positive experience for drivers, riders, eaters, and delivery partners.

**Your Impact in Role**:

- Consolidate and Provide Insights: Proactively consolidate and provide insights to the ANZ business, utilising data and analysis, to help prevent future critical incidents. This includes:

- Conducting JIRA label and documentation standards audit monitoring, correction, and generating insights and recommendations.
- Conducting deep dives into Customer Satisfaction (CSAT) data, generating insights, and providing recommendations based on the findings.
- Improve Critical Support Team Operations: Identify opportunities to enhance the way critical support teams handle incidents, aiming to achieve best practice operations and optimal customer experience. This may involve
- Serving as a backup trainer for PST/nesting, ensuring team members are equipped with the necessary skills and knowledge.
- Providing support in production for nUber and outlier cases, assisting in resolving complex issues.
- Conducting internal spot checks to ensure adherence to quality and consistency standards.
- Offering real-time support to the team during critical incidents.
- Acting as a point of contact or backup for queue triage.
- Continuous Improvement: Actively participate in improving processes and not hesitating to create new processes when necessary. This may involve:

- Creating process documents and ensuring their accessibility for the team.
- Recommending process improvements through the use of customer 360 feedback
- Investigating/Resolving queue spikes as needed

**The Experience You'll Bring**:

- **Experience**:Experience in a high-growth, productive constantly changing environments. Practical experience provides insights, context, and real-world examples that can enhance the SME's ability to contribute effectively.
- **Communication Skills**: You should be able to effectively convey complex concepts or technical information to both technical and non-technical stakeholders. This includes excellent verbal and written communication skills, as well as the ability to tailor the communication to the target audience.
- **Analytical and Problem-Solving Skills**: Possess strong analytical and problem-solving abilities to identify patterns, analyze data, and provide insights or recommendations. They should be capable of breaking down complex problems, evaluating different solutions, and proposing effective strategies.
- **Collaborative Skills**: Collaboration is often a key aspect of an SME role. The ability to work well in cross-functional teams, collaborate with colleagues, and provide guidance or mentorship is highly valued.
- **Leadership and Influence**: who can inspire others, provide guidance, and influence decision-making processes is an asset to the team.

**Working Hours**:

- PM - 11am - 7pm
- Weekends & holidays required

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