Safety Operations Specialist

Company OverviewDiDi Global Inc. is the world's leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as auto solutions, food delivery, intra-city freight, and financial services.

DiDi provides car owners, drivers, and delivery partners with flexible work and income opportunities. It is committed to collaborating with policymakers, the taxi industry, the automobile industry and the communities to solve the world's transportation, environmental and employment challenges through the use of AI technology and localized smart transportation innovations. DiDi strives to create better life experiences and greater social value, by building a safe, inclusive and sustainable transportation and local services ecosystem for cities of the future.

For more information, please visit : OverviewAs a DiDi Safety Operations Specialist, your main responsibility will be managing escalations, intense situations and potentially time-sensitive cases. In addition to this, you will be actively working with the offshore Incident Response team reviewing cases and performing case studies to ensure DiDi's internal processes are continuously improving.

Typical interactions will include communicating with drivers and riders involved in safety incidents, liaising with law enforcement, cooperating with local governments and working closely with other functional teams such as Legal, Government Affairs, Finance, and Operations.

Role ResponsibilitiesSupport the Incident Response team when managing cases and intervening when required to ensure the correct levels of customer care are 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.Role QualificationsPassionate about technology and innovation; Basic understanding of the transportation industry is required;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 : Experience as the highest point of escalation;Experience in liaising with Law Enforcement or Government entities;Previous process improvement experience.EEO StatementWe create customer value – We strive to always create valuable experiences for our users in everything we do. Our focus is to always innovate new experiences that are safe, pleasant, and efficient.We are data-driven – We are strong believers in making informed decisions, that's why we are data-driven. We can better navigate the business landscape strategically by analyzing valuable metrics.We believe in Win-win Collaboration – Success is a team sport. When we work to help our partners and colleagues win, we win, too. While keeping everyone's best interest at heart, we communicate with candor and execute with excellence in all we do.We believe in integrity – Integrity is at the very core of our business. We are people who always want to do the right thing. Our intentions are sincere, we speak our minds and listen to each other.We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.We believe in Diversity and Inclusion – Diversity is one of our biggest strengths. Our differences are what makes us distinct. We respect each other and believe in equal opportunities for all.We are committed to building inclusive and diverse teams. At DiDi, we believe that our differences are our biggest source of strength. That's why we are committed to promoting equal opportunities to all candidates and employees as an Equal Opportunity Employer.

Employment and advancement decisions at DiDi are always made based on the needs of the position and the qualifications of the candidate. We do not discriminate against any employee or applicant based on their gender, age, sexual orientation, nationality, marital status, pregnancy / maternity, disability, race, religion and beliefs, or any other status protected by applicable laws wherever we operate.

We are committed to building inclusive and diverse teams, and a workplace that is free from discrimination and harassment, because that's how we create better products and services, make better decisions and better serve the communities we're a part of.

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