Safety response manager

About The Company
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.

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About The Team/role
We are seeking the talent together to build a creatively working environment with diverse culture, if you have the background of Safety incident management, Safety & Security related working experiences, would like to work with cross continental colleague cross functions, you should catch this opportunity.

In this role, you'll be...

• Daily Safety Operations Management
• Manage the day-to-day operations of the local safety response team (specialists, investigators).
• Ensure 24/7 incident response operations run efficiently and meet SLA requirements.
• Supervise case triage and escalation, ensuring critical incidents are promptly escalated to regional/global teams.
• Case Handling & Investigation
• Lead the resolution of medium-to-complex cases.
• Maintain communication with police, regulators, merchants, and couriers to support case investigation.
• Data & Reporting
• Monitor key safety KPIs .
• Identify high-risk time slots, regions, or order patterns using data, and provide improvement suggestions.
• Compliance & Process Execution
• Implement company safety policies.
• Ensure daily operations comply with Brazil's LGPD data protection law, labor law, and food safety requirements.
• Training & Capability Building
• Organize courier training on traffic safety, fraud prevention, and emergency response.
• Continuously improve internal training systems to enhance incident-handling capability.

We're eager to be in touch because you have...
Qualifications

• Education: Bachelor's degree or above, preferably in public safety, operations management, risk control, or related fields.

• Experience:

• 5+ years in risk management, safety operations, or customer service operations;

• Minimum 2 years in team management (10–20 FTEs preferred);

• O2O, e-commerce, food delivery, logistics, or retail industry background is a plus.

• Skills:

• Strong knowledge of incident response and investigation processes;

• Crisis management and cross-functional collaboration skills;
• Data-driven, with the ability to provide actionable insights from analysis;
• Familiarity with Brazil's payment methods (Pix), cold chain compliance, and basic labor regulations;
• Native/Fluent Portuguese, proficient in English as a working language.

You'll love working at DiDi because...
We create user 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.

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.

Growth

We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.

Diversity and Inclusion

Diversity is one of our biggest strengths. Our differences are what make us distinct. We respect each other and believe in equal opportunities for all.

Diversity & Inclusion
Diversity is not a vision of the future or something we wish to have one day, it is a non-negotiable value of who we are.

We practice inclusion, plurality, and respect. And we count on the governance of the Diversity Committee, which works together with HR, leadership and identity groups - 99Adapta, 99Afro, 99Cores, 99Mulheres, and 99Mamães. This part of our journey has been written, there remains a long road before us.

We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD).