Program Lead, Safety Operations, APAC

About the Role

We are searching for an Safety Support Operations Leader focused on ensuring the quality, efficiency and efficacy of our intake, agent readiness and feedback loop processes for the Global Operations and Insights team. The role requires strong business acumen and a deep dedication to process, standardization and governance.

Your efforts will produce better outcomes for our customers and a faster, more accurate process for the business. This will be an operational leadership role with a heavy focus on stakeholder engagement, managing and executing on complex processes, leading cross-functional collaboration, driving regional alignment, and improving processes through data analytics, organization, and teamwork.

The Impact You'll Have

1. Deliver safety program priorities through our global network of COEs and BPOs - combining human expertise and automations.
2. Drive standardization across all aspects of regional safety operations: intake request processes, agent readiness, audit builds, reporting processes, feedback loops, etc
3. Drive accuracy, empathy and efficiency in every user interaction
4. Monitor regional operational metrics including SLA, Quality, Headcount, and overall governance of process
5. Ensure agent readiness for all launches including: agent training, KB creation, SOP creation/testing, content updates
6. Drive ongoing program maintenance based on feedback from program teams and Ops; adhoc agent trainings, huddle guides, etc
7. Establish and manage feedback loops to program/policy/product for feedback on potential improvements

1. 6+ years of experience in tech, consulting, operations or other highly agile, project based environments
2. Experience overall in operations management, with 3+ years of experience in Operations, Workforce Management, or Auditing
3. Very strong stakeholder management and negotiation experience
4. Process and quality improvement experience
5. Exceptional written and verbal communication skills across multiple functions and teams
6. Ability to use data to drive business decisions
7. Strong presentation creation experience

1. Program management experience across complex multi domain projects, coordinating with global stakeholders, and providing actionable insights
2. Proven success in process design, optimization, implementation and automation
3. Strong business acumen and critical thinking skills to identify, report, and mitigate key business risks.
4. Strong experience working with cross-functional teams across multiple offices and territories
5. Deep understanding of business operations and opposing pressures a business leader faces on a day to day basis
6. Experience working in the Safety operations or similar critical functions