South Africa – South Africa – D8
Didi Chuxing (“DiDi”) is the world’s leading mobile transportation and convenience platform. The company offers a full range of app-based transportation and life services for over 550 million users across Asia, Latin America, Australia, and Russia, including Taxi, Express, Premier, Luxe, Bus, Designated Driving, Enterprise Solutions, Bike Sharing, E-bike Sharing, Automobile Solutions, Food Delivery, and Payment. Tens of millions of drivers who find flexible work opportunities on the DiDi platform provide over 10 billion passenger trips a year.
DiDi is committed to collaborating with policymakers, the taxi industry, the automobile industry, and communities to solve the world’s transportation, and environmental, and employment challenges with localized smart transportation innovations by leveraging its AI capabilities. By continuously improving user experience and creating social value, DiDi strives to build a safe, inclusive, and sustainable mobile transportation and convenience ecosystem for cities of the future.
DiDi uses technology to improve mobility in our world. As such, we always look for people from every background who want to support our vision, through equal opportunity and nondiscriminatory, fair and impartial treatment, completely free of prejudice related to race, nationality, religion, gender, ethnicity, age, political affiliation, sexual preference, marital status, disabilities or family responsibilities.
For more information, please visit: www.didiglobal.com/news
As Safety Operations Manager your main responsibility will be managing the Incident Response Team, in providing a seamless post-incident experience. In addition to this, you will be actively working with the SA Local Teams and International Safety Team on developing initiatives to ensure a safe and comfortable experience for all users.
Typical interactions will include liaising with law enforcement, cooperating with local governments and working closely with other functional teams such as Legal, Government Affairs, Marketing, Public Relationship, Finance, and Operations.
The ideal candidate will manage projects and day-to-day operations, deliver results aligned to business goals, create working groups and solve problems effectively. In addition, they will have experience in dealing with transport complaints and working with local authorities or having previous law enforcement experience.
Support the Incident Response team when managing cases and intervening when required to ensure the correct levels of customer care is provided
Actively review cases and perform case studies to identify solutions to prevent/mitigate scenarios from occurring again
Manage and maintain policies, processes. and work instructions in a single repository
Onboard and educate the Incident Response team when there are process or policy updates
Validate business cases with data-driven analysis and provide recommendations to drive key metric performance and achieve targets
Conduct long and short term financial analysis/planning to support business strategy and decision making
Managing 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
Passionate about technology and innovation; Basic understanding of the transportation industry is required;
3+ years of prior professional experience with complaints handling, optimisation, processes, systematic organisation, program/project management;
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 Bachelor’s degree in business, communications, engineering or legal;
Experience in liaising with law enforcement or as a part of law enforcement;
Demonstrated Data/Analytics experience; Excel and ideally SQL proficiency.