Key Responsibilities

1. Service Design & Process Standardization

1.1 Co-develop global end-to-end safety response workflows (from intake to closure), including incident classification, routing logic, escalation protocols, and handling scripts;

1.2 Localize core processes for various safety scenarios across regions while ensuring consistency with global standards;

1.3 Design and maintain SOPs, service playbooks, knowledge articles, handling scripts, and response SLAs;

1.4 Collaborate with product and engineering teams to support implementation of automation, tagging frameworks, and decision trees;

2. Process Improvement & Project Support

2.1 Monitor performance metrics to identify service gaps and lead optimization initiatives;

2.2 Support implementation of automation and AI-based enhancements, including intent detection, case labeling, and routing;

2.3 Contribute to cross-functional projects such as “High Sensitivity Case Protocols,” “Fast Response Playbooks in High-Risk Regions,” and “Crisis Response Process Optimization”;

2.4 Coordinate change management and process training for internal teams and BPO partners;

3. Data-Driven Service Insights

3.1 Leverage data tools (e.g., Looker, Tableau, SQL, Power BI) to identify trends in incident types, service outcomes, and user sentiment;

3.2 Collaborate with QA teams to define quality standards and evaluate compliance across markets;

3.3 Deliver process performance reports, gap analyses, and actionable insights to support strategic decisions;

4.Cross-Functional & Global Collaboration

4.1 Act as a key liaison between global HQ and regional operations to ensure scalable implementation of service standards;

4.2 Work with legal, risk, policy, and communications teams to ensure safety workflows align with regulatory and brand requirements;

4.3 Support new market launches and process localization efforts across LATAM;