About the role

The Safety Incident Manager oversees the response to significant customer safety incidents, leading a team of specialists and coordinating with cross-functional partners. This role is crucial for ensuring we deliver high standards of care and accountability while continuously improving our incident response capabilities.

Main tasks and responsibilities:

Crisis Response: Management of high-impact customer safety incidents and owning the full case lifecycle from triage to post-mortem analysis.

Leadership & Development: Leading support and safety teams, setting clear goals, managing performance, and developing team capabilities.

Stakeholder Management: Influencing cross-functional stakeholders like Legal, Policy, and Product to resolve complex safety cases.

Process & Policy Governance: Shaping and iterating on incident response frameworks, ensuring alignment with global strategy and regional nuances.

Operational Excellence: Making data-driven decisions using metrics to monitor team performance and drive measurable improvements.

Program Management: Leading change initiatives related to safety protocols, incident tooling, and cross-regional process improvements.

• Management of high-impact customer safety incidents and owning the full case lifecycle from triage to post-mortem analysis.
• Leading support and safety teams, setting clear goals, managing performance, and developing team capabilities.
• Influencing cross-functional stakeholders like Legal, Policy, and Product to resolve complex safety cases.
• Shaping and iterating on incident response frameworks, ensuring alignment with global strategy and regional nuances.
• Making data-driven decisions using metrics to monitor team performance and drive measurable improvements.
• Leading change initiatives related to safety protocols, incident tooling, and cross-regional process improvements.

• BA/BSc/HND