Job Description
At Serve Robotics, we’re reimagining how things move in cities. Our personable sidewalk robot is our vision for the future. It’s designed to take deliveries away from congested streets, make deliveries available to more people, and benefit local businesses.
The Serve fleet has been delighting merchants, customers, and pedestrians along the way in Los Angeles while doing commercial deliveries. We’re looking for talented individuals who will grow robotic deliveries from surprising novelty to efficient ubiquity.
Who We AreWe are tech industry veterans in software, hardware, and design who are pooling our skills to build the future we want to live in. We are solving real-world problems leveraging robotics, machine learning and computer vision, among other disciplines, with a mindful eye towards the end-to-end user experience. Our team is agile, diverse, and driven. We believe that the best way to solve complicated dynamic problems is collaboratively and respectfully.
Role Overview
The Trust and Safety Manager will build and execute systems to improve the quality of Serve Robotics operations by investigating safety incidents, implementing quality measures for stakeholders, collaborating across teams, and people leadership.
Responsibilities
Consolidate and manage Trust and Safety incident tickets, including insurance and partner reporting, building systems and processes that ensure a sustainable future for robotic delivery.
Develop expertise in how Serve Robotics processes work, and how to use them to promote positive outcomes with partners, governments, and internal stakeholders.
Work with the Operations, Legal, Policy and Product teams to problem solve and build solutions that address quality and relational issues upstream.
Leverage data to identify gaps in policy enforcement, operational workflows, or public safety features. Drive initiatives to address these gaps, ensuring a proactive approach to trust and safety challenges.
Apply quantitative data and sound judgement to make swift, high-stakes decisions on complex enforcement and crisis issues, ensuring decisions are consistent, clear, and aligned with Serve Robotics’ operational goals.
Qualifications
3+ years relevant experience demonstrating leadership in Trust and Safety and scaled operations, or a related role at an e-commerce company, logistics business, or marketplace, specifically handling issues like insurance claims and product improvements.
Bachelor’s Degree.
Advanced proficiency in spoken and written English and bonus points if you are fluent in Spanish. Proven competence in engaging diverse audiences, including customers, internal teams, and cross-functional partners.
Problem-Solving and Adaptability: Exceptional problem-solving and strategic thinking skills, with the ability to work independently and adapt to shifting priorities.
Collaboration and Resilience: Strong collaboration skills, self-motivated, resilient, and adaptable. Strong sense of urgency and ownership.
Program Management: Experience perpetuating structures, systems, and processes that build toward efficiency and high-quality user experience.
Compensation Range: $120K - $155K
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