Overview
We are looking for a Head of Incident Management to lead our global Safety Incident Management function. This role is responsible for how safety-related incidents – including accidents, injuries, and other high-severity events – are handled across the platform.
You will lead a large, globally distributed team and build scalable, data-driven, and automated processes that ensure incidents are resolved quickly, consistently, and fairly, while also reducing their overall occurrence through proactive initiatives.
This is a senior leadership role with high ownership, cross-functional collaboration, and significant impact on user safety and platform trust.
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Key Responsibilities
- Lead and manage a large global, multi-cultural team across multiple regions and time zones.
- Own the end-to-end incident management lifecycle: intake, triage, investigation, decision-making, escalation, and resolution.
- Ensure high-quality handling of safety-related incidents, including criminal cases, serious misconduct, accidents, and emergencies.
- Drive incident reduction through proactive safety initiatives, prevention programs, and effective corrective actions.
- Build and maintain scalable, standardized, and auditable processes for incident management.
- Develop analytics and reporting frameworks to support data-driven decision-making.
- Identify and implement automation opportunities to reduce manual work and improve speed, consistency, and quality.
- Partner closely with Product, Engineering, Legal, Policy, Risk, and Operations teams on safety-related initiatives.
- Lead continuous improvement through root cause analysis, process optimization, and quality controls.
Skills, Knowledge & Expertise
- Proven experience in Safety Operations / Trust & Safety / Incident Management within Ride-Hailing, Delivery, Mobility, or similar on-demand platforms.
- Experience managing large global teams (100+ employees) in a multi-regional, multi-cultural environment.
- Demonstrated success in process optimization and automation of operational workflows.
- Strong analytical and data-driven mindset with experience using metrics to guide decisions.
- Excellent leadership, communication, and stakeholder management skills.
- Fluent English, both written and spoken.
- Ability and willingness to work primarily within European time zones.
Nice to Have
- Experience working with automated or ML-supported decision systems.
- Experience scaling safety or incident operations across multiple countries.
- Experience working with external vendors or BPO partners.
- Background in building prevention programs for safety or risk reduction.
Why Join Us
- Lead a mission-critical global safety function with real impact on people’s lives.
- High level of ownership and autonomy.
- Opportunity to build and scale systems used globally.
- Work with senior leadership and cross-functional teams.
- Competitive compensation and growth opportunities.
Job Benefits
- Health insurance with life insurance included.
- Hybrid work mode and flexible schedule.
- Diverse internal training programs.
- Partially or fully paid additional training courses.
- All necessary work equipment.
