Safety Incident Manager
We’re looking for a Safety Incident Manager to lead our regional response to critical safety incidents. In this role, you’ll manage a team of specialists, develop their capabilities, and serve as the central hub for collaboration across Legal, Risk, and Operations. You’ll be the driving force behind our incident management framework, ensuring we resolve complex cases with speed, empathy, and integrity.
Location: Nairobi, Kenya
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.