About this role
We are looking for an Incident Management Group Lead to spearhead our Incident Management Team , mentoring and developing a high-performing group of 20 to 30 professionals dedicated to rapid issue resolution. In this role, you will drive operational excellence by refining incident response policies, managing resource capacity, and ensuring the team consistently meets or exceeds critical KPIs and SLAs. This position leads a specialized Trust and Safety team handling daily exposure to high-severity safety escalations, including physical violence and sexual misconduct. Candidates must be comfortable managing a team exposed to deeply sensitive and distressing content and possess strategies to maintain both personal and team resilience. Collaborating closely with cross-functional support units like IT, HR, and QA, you will act as a vital strategic liaison to streamline communication and maintain seamless, end-to-end service restoration workflows. Additionally, you will champion continuous process improvement and innovation, leveraging industry best practices and automation to mitigate system downtime and elevate overall operational resilience. Team Leadership and Management: • Lead, mentor, and develop a team of 20 - 30 professionals, fostering a high-performance culture and supporting individual career growth. • Set clear performance expectations, deliver regular constructive feedback, and conduct performance appraisals in alignment with organizational goals. • Manage team capacity, staffing, and resource allocation to ensure operational demands are met effectively. • Cultivate a collaborative and inclusive environment that promotes knowledge sharing, continuous learning, and team cohesion. Operational Excellence: • Implement and refine operational policies and procedures to meet and exceed service level agreements (SLAs) and key performance indicators (KPIs). • Monitor, analyze, and report on operational metrics and trends, identifying areas for improvement and executing action plans to boost efficiency and quality. • Conduct regular performance reviews and audits to ensure adherence to standards and drive consistent performance uplift. • Proactively address workflow challenges, resolve escalations, and ensure timely and effective problem resolution. Cross-Functional Team Management: • Collaborate closely with other departments such as HR, Training, Quality Assurance, IT, and Workforce Management to align operational activities and achieve shared goals. • Act as a liaison between frontline teams and support functions, ensuring clear communication, coordinated efforts, and streamlined workflows. • Facilitate cross-functional projects and initiatives to enhance end-to-end process efficiency and service delivery. • Represent team interests in cross-departmental meetings and contribute to organizational planning and strategy. Process Improvement and Innovation: • Identify, evaluate, and implement process improvements, automation, and best practices to increase productivity and quality while reducing costs. • Encourage a culture of innovation by empowering team members to propose and pilot new ideas, tools, and methods. • Stay current with industry trends, emerging technologies, and best practices to drive operational innovation and maintain a competitive edge. • Lead or contribute to change management initiatives to ensure smooth adoption of new processes and technologies.