Director of Incident Response

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Company: Lime
Location: San Francisco, CA 94114 (Eureka Valley – Dolores Heights – Castro area)

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Lime is a smart-mobility provider that offers cities an array of products including electric scooters (Lime-S) and e-assist bicycles (Lime-E). Lime aims to revolutionize mobility in cities and campuses by empowering residents to take charge of their commutes with cleaner, more efficient, and affordable transportation options that improve urban sustainability.

As the Director of Incident Response, you will be responsible for building and scaling a global response team leading crisis management and world-class incident response.. You will be the primary owner, developer, and implementer of our incident response vision, strategy, and execution across all markets. In this role, you will command a 24/7 function in a complex and evolving micromobility space.

What You’ll Do

  • Manage global crisis response and coordinate across all stakeholders (internal and external) as needed to ensure the right execution, communication, and resources are in place to deliver key outcomes
  • Collaborate with Communications, Legal, Operations, Government Relations, and others to respond to safety issues quickly and effectively
  • Test, maintain, and adjust incident response plans and procedures to address existing issues and anticipate emerging threats
  • Partner with Customer Experience and Claims to build efficient systems for handling incidents across all markets
  • Be the trusted advisor for leadership on key incident procedures, identifying common incident themes, and our overall user and support experience
  • Foster a team culture of trust, commitment, accountability, and continuous improvement within the organization

About You

  • 10+ years experience, with 5+ years in a role overseeing incident response, crisis management, and/or customer support in high-growth technology companies
  • 5+ years of people management experience, including managing leaders and managing remotely across multiple regions
  • Proven track record of attracting exceptional talent and scaling global teams
  • Exceptional organization skills to manage complex situations with high visibility
  • Deeply compassionate and level-headed in stressful situations
  • Strong verbal and written communication skills and high technical aptitude with the ability to engage internal and external customers
  • Deep understanding of sound risk management tactics and strategies with the ability to implement quickly
  • Ability to project manage across decentralized teams with an emphasis on prioritization and multitasking; ability to adapt to a fast-moving environment
  • Gravitates to leveraging data to inform and support critical decisions and establish operational and success KPIs
  • Exceptional stakeholder management and relationship building skills
  • Highly motivated self-starter with an eagerness to learn and grow
  • Ability to foster collaboration and facilitate teamwork
  • Passion for serving Lime’s users and enabling our mission and products

What We Offer

  • Opportunity to revolutionize transportation with the leader in urban mobility solutions
  • A position that offers a variety of career and resume building experiences with the fastest growing startup of 2018
  • Scale with a rapidly growing organization, with tons of opportunity for growth
  • Play a role in the transformation of urban mobility and sustainability
  • Work with a team of fun and motivated individuals
  • Competitive salary and benefits
We here at Lime strive to build a workforce comprised of individuals with diverse backgrounds, abilities, minds, and identities that will help us to grow, not only as a company, but also as individuals. Lime is an Equal Opportunity Employer.

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