Head of Safety support operations

Head of Safety support operations Department: Community Operations Team: Strategy & Program Operations Location: Chicago, United States Type: Full-Time **About the Role** We’re looking for a high-impact business leader to build and manage our Worldwide Safety Operations network supporting our global transportation and delivery business. As the Head of Worldwide Safety Operations, you will have full ownership of the BPO safety performance as the single point of accountability. You aren't just managing a vendor; you are building a new organizational pillar from the ground up. You will ensure excellence in safety operations, quality, and cost, and you will tackle upstream issues head-on, championing user safety and driving continuous improvement across all channels. You will be responsible for implementing site and vendor strategies, managing contact center vendor relationships, and partnering with internal Program, CX, and Tech teams to define policies and build the "Safety Stack" of the future. The right person is ready to make tough, data-backed decisions in a high-stakes environment. You are a strategic leader capable of navigating highly matrixed organizational structures, yet you possess the tactical grit to dive into the weeds of a safety ticket or a tool's UI when necessary to ensure our BPO agents are effective and our community is protected. **What You'll Do** - Own the Safety BPO Ecosystem: Manage the end-to-end business relationship with our Safety BPO partners, ensuring simultaneous optimization for empathy, accuracy, and financial results. - Generate Operational Insights: Partner deeply with BPO leadership to extract frontline insights that help internal CX and Program teams architect and refine global safety policies and build superior tools. - Drive Product & Tech Advocacy: Act as the primary bridge to Tech and Product teams; you will evangelize agent-assist technology requirements and test tool UIs to ensure they empower BPO agents to be effective and precise. - Champion Regional Nuance: Lean in to build deep expertise on market-specific safety risks; voice the need for differentiated positioning