Great opportunity for someone with T&S experience wanting to move up to manager.

Responsibilities

• Manage and monitor the handling of global escalated support tickets (including critical injuries and brand-risk events) and prioritize responses
• Serve as the primary POC for external stakeholders such as police, municipalities, non-Bird insurance companies, and potential claimants, among others. 
• Draft written and verbal follow-up for unique events and safety-related issues 
• Conduct investigation into all accessible information (via Bird’s internal systems and outside research) to gather relevant facts to help resolve safety issues and determine appropriate courses of action in conjunction with stakeholders. 
• Identify and build relationships with internal departments (legal, finance, government partnerships, data, product) and facilitate collaborative efforts to improve safety where appropriate.
• Create and revise standard operating procedures and monitor performance, adapt where necessary.
• Recommend solutions for resolving unique circumstances.
• Manage and action on potential and actual insurance claims and make recommendations to the claims team.
• Manage response performance (procedures, timing, and substance) of T&S associates and external contractors.
• Manage safety data and compile reporting for internal analysis and cities.
• Identify incident/component/location data trends and make recommendations to reduce future incidents.

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