Safety Incident Manager

3 days ago

Nairobi, Nairobi Area, Kenya Bolt Technology Full time $100,000 - $120,000 per year

We're looking for a Safety Incident Manager to lead our regional response to critical safety incidents. In this role, you'll manage a team of specialists, develop their capabilities, and serve as the central hub for collaboration across Legal, Risk, and Operations. You'll be the driving force behind our incident management framework, ensuring we resolve complex cases with speed, empathy, and integrity.


About us

With over 200 million customers in 50+ countries, Bolt is one of the fastest-growing tech companies in Europe and Africa. And it's all thanks to our people.

We believe in creating an inclusive environment where everyone is welcome, regardless of race, colour, religion, gender identity, sexual orientation, national origin, age, or disability.

Our ultimate goal is to make cities for people, not cars, and we need your help to achieve this mission

About the role

The Safety Incident Manager oversees the response to significant customer safety incidents, leading a team of specialists and coordinating with cross-functional partners. This role is crucial for ensuring we deliver high standards of care and accountability while continuously improving our incident response capabilities.

Main tasks and responsibilities:

  • Crisis Response: Management of high-impact customer safety incidents and owning the full case lifecycle from triage to post-mortem analysis..
  • Leadership & Development: Leading support and safety teams, setting clear goals, managing performance, and developing team capabilities.
  • Stakeholder Management: Influencing cross-functional stakeholders like Legal, Policy, and Product to resolve complex safety cases.
  • Process & Policy Governance: Shaping and iterating on incident response frameworks, ensuring alignment with global strategy and regional nuances.
  • Operational Excellence: Making data-driven decisions using metrics to monitor team performance and drive measurable improvements.
  • Program Management: Leading change initiatives related to safety protocols, incident tooling, and cross-regional process improvements.

About you:

  • You have experience leading high-stakes situations, balancing empathy and accountability while managing reputational, customer, and business risks.
  • You are an exceptional communicator, adept at translating complex incidents into clear, actionable updates for executives, legal counsel, and regulators..
  • You are highly skilled in using data to identify quality gaps, drive structured reviews, and implement process improvements.
  • You are experienced in managing, mentoring, and coaching teams, building a culture of trust and resilience.
  • You are an expert in defining and refining SOPs, escalation protocols, and governance models for effective incident response.
  • You are deeply committed to customer safety and trust, proactively working to improve the customer experience and brand reputation.

#LI-Hybrid

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