岗位职责

1. Service Journey Audit & Process Optimization
• Conduct periodic service journey audits to identify service pain points, operational gaps, and efficiency bottlenecks, and perform structured root cause analysis.
• Design and propose actionable improvement initiatives based on data and user feedback, and drive implementation across cross-functional teams.
• Collaborate closely with Product, Engineering, Operations, and other stakeholders to optimize service pathways and coordinate system enhancements.
2. Voice of Customer (VOC) Management
• Build, maintain, and continuously improve a comprehensive VOC collection framework, including surveys, NPS, and social listening channels.
• Develop analytical models to categorize, tag, and quantify customer feedback at scale.
• Deliver recurring VOC insight reports, highlighting top pain points, emerging trends, and prioritized improvement opportunities, ensuring closed-loop follow-up.
3. Continuous Improvement (CI) Leadership
• Lead Continuous Improvement (CI) initiatives through performance monitoring and operational diagnostics.
• Drive quarterly CI programs focused on quality enhancement, complaint reduction, and risk mitigation, ensuring measurable and sustainable outcomes.
4. Local Safety Operations Leadership
• Provide strategic guidance and operational governance for local safety operations sites, including shift models, incident response workflows, and escalation frameworks.
• Coach and develop local safety teams to strengthen case investigation, risk assessment, and crisis response capabilities.
• Act as a senior escalation point for complex, high-risk, or critical safety cases.
5. New Business Launch & Safety Readiness
• Partner with Product, Engineering, Legal, Compliance, and GTM teams to design safety processes, system configurations, and risk control strategies before go-live.
• Build standardized launch safety playbooks and reusable best practices to support scalable expansion.

任职资格

Qualifications
Basic Requirements
• Bachelor’s degree or above in Safety Management, Risk Management, Emergency Management, Psychology, Sociology, Data Analytics, or related fields.
• 8+ years of experience in safety operations, risk management, emergency response, service quality, or related domains.
• Strong analytical and problem-solving skills, with hands-on experience in root cause analysis methodologies.
Preferred Qualifications
• Experience in safety response centers, trust & safety, risk control centers, law enforcement collaboration, or emergency services.
• Familiarity with international compliance and security standards.
• Certifications such as PMP, Lean Six Sigma, or equivalent are a plus.