Incident Response Team Supervisor

Company Overview:
DiDi 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.

LI-Hybrid

Team Overview:
Role Responsibilities:

- Supervise, coach, and mentor a team of incident response operators, ensuring adherence to safety protocols and performance standards.
- Conduct training sessions for new hires and ongoing training for existing staff to ensure a high level of preparedness.
- Monitor and evaluate operator performance, focusing on contact quality, accuracy, and compliance with safety procedures.
- Handle escalated safety incidents, providing appropriate inputs and suggestions in coordination with internal stakeholders.
- Identify areas for improvement, patterns and any other inputs to help implement action plans to enhance team performance and safety measures within the app.

Role Qualifications:

- High school diploma or equivalent; A bachelor's degree in safety management, business administration, or a related field is preferred.
- 3+ years of experience in a safety or security services environment, with at least 1 year in a supervisory role.
- Skills:

- Strong leadership and team management abilities.
- Excellent communication and decision-making skills, especially in high-stress situations.
- Proficiency in stakeholder communications and execution of agreements.
- Analytical skills with the ability to interpret data and generate actionable inputs regarding safety protocols.
- Intermediate English level is a plus.

EEO Statement:

- We 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.**

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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