About the Job
In this role, you’ll be the person who keeps our delivery ecosystem honest, safe, and running smoothly. You’ll investigate issues that could impact drivers or customers, spot patterns before they turn into real problems, and bring clarity to situations that often feel messy or ambiguous. What sets this position apart is the blend of analytical thinking and people-centered judgement: you’ll dive into facts, speak with the right stakeholders, and guide decisions that affect the overall health of our delivery partners. If you enjoy solving problems that matter, protecting people, and building mechanisms that make operations better every day, this role puts you right at the heart of it.
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Key Responsibilities
- Look into reported incidents and uncover what really happened by gathering facts, interviewing stakeholders, and analyzing available data.
- Drive fair and consistent decision-making when issues arise, ensuring both drivers’ rights and business expectations are respected.
- Identify early warning signs, behavioral trends, recurring violations, or gaps in compliance—and take action before problems escalate.
- Work closely with operational teams and DSP to explain findings, agree on corrective steps, and monitor follow-through.
- Help build simple mechanisms and routines that prevent repeated issues and make the overall ecosystem safer and more reliable.
- Prepare clear summaries and recommendations that help leaders act quickly and confidently.
- Support escalations when needed, especially in situations that could affect safety, customer experience, or business continuity.
- Maintain balanced judgement in sensitive or time-pressured cases, ensuring fairness and consistency at all times.
A Day in the Life
Your day starts with reviewing any new incidents that came in overnight. You look at the facts, reach out to the right people, and assess whether anything needs urgent attention. You might spend part of the morning speaking with stakeholders to understand what went wrong in a recent situation, or walking them through the actions they need to take next. Later in the day, you dig into patterns, maybe a location has repeated complaints, or a partner shows early signs of non-compliance. You connect with field teams, ask direct questions, and help them see what needs to change. Some days are calm; others involve navigating sensitive topics or guiding teams through decisions. Throughout, your goal stays the same: protect people, protect the customer experience, and keep the delivery network healthy, fair, and functioning smoothly.
About the Team
The Network Health (NH) and Trust & Safety (T&S) teams work together to protect the company’s Last Mile operations by driving compliance, partner accountability, and safety across the AMET region (UAE, Saudi Arabia, Egypt, and Turkey). Network Health owns the end-to-end compliance and enforcement lifecycle for Delivery Service Partners (DSPs) — from risk identification and MEP (Monitoring & Enforcement Plan) management to exit governance and performance reviews. The team ensures that all DSPs operate safely, ethically, and in alignment with the company’s Supply Chain Standards and local labor regulations. Trust & Safety complements this work by focusing on driver-level safety, identity verification, and incident resolution programs such as Sentinel, DWEL, and DAF, ensuring that both DSPs and drivers uphold the company’s zero-tolerance standards on compliance and worker welfare.
