DiDi is one of the world’s leading mobility platforms which operates in 15 countries globally, and commenced operating in Australia in May, 2018. DiDi has since expanded its operation to 29 cities across Australia and New Zealand, and now holds the second-largest market share for rideshare in the region.

Our brand has a key focus on affordability in order to make rideshare accessible to more Australians, with millions of passengers choosing the value-for-money, safe and reliable rideshare service. DiDi also prides itself on a focus to maximise the earnings of its driver-partners, while strategic partners help reduce operating costs for these drivers.

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. 

For more information, please visit: https://web.didiglobal.com/au/

Team Overview

As a DiDi Safety Operations Specialist, your main responsibility will be managing escalations, intense situations and potentially time-sensitive cases. In addition to this, you will be actively working with the Incident Response Team reviewing cases and performing case studies to ensure DiDi’s internal processes are continuously improving.

Typical interactions will include communicating with drivers and riders involved in safety incidents, liaising with law enforcement, cooperating with local governments and working closely with other functional teams such as Legal, External Affairs, Finance, and Operations.

• Support the Incident Response Team when managing cases and intervening when required to ensure the correct levels of customer care is provided;
• Communicate to drivers and riders that have been involved in safety incidents with the necessary level of care and empathy;
• Actively review cases and perform case studies to identify solutions to prevent/mitigate scenarios from occurring again;
• Managing insurance claims to ensure the highest level of care is provided to our users;
• Respond to queries from local governments and ensure all processes meet regulations;
• Liaise with local law enforcement and assist with ongoing investigations.

• Education: Diploma or above in Criminal Law, Criminology, or equivalent experience (e.g., police studies, safety management, security management).

Passionate about technology and innovation; Basic understanding of the transportation industry is required; 3+ years of prior professional experience safety/risk management, compliance, public safety, critical operations, or customer service;

• Exceptional writing and verbal communication skills;
• Ability to work in a very fast-paced environment while remaining calm and level-headed;
• Experience working independently in a minimally structured environment.

Preferred:

• Experience as the highest point of escalation;
• Experience in liaising with Law Enforcement or Government entities;
• Previous process improvement experience.

• 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.

At DiDi, we believe that our differences are our biggest source of strength. That‘s why we are committed to promoting equal opportunities to all candidates and employees as an Equal Opportunity Employer.

Employment and advancement decisions at DiDi are always made based on the needs of the position and the qualifications of the candidate. We do not discriminate against any employee or applicant based on their gender, age, sexual orientation, nationality, marital status, pregnancy/maternity, disability, race, religion and beliefs, or any other status protected by applicable laws wherever we operate.

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.

I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates which is available on https://careers.didiglobal.com/terms