Network Health and Trust and Safety Specialist - Last Mile Operations

Amazon UAE; Dubai; Presencial; AED 180 000 - 300 000; Tempo integral

Resumo da oferta

Amazon UAE is seeking a Network Health and Trust and Safety Specialist for Last Mile Operations in Dubai. You will lead investigations, assess compliance, and coordinate actions with Delivery Service Partners to improve safety and reliability of the delivery network.

Role requires strong analytical judgment, experience in incident management, and fluency in English and Arabic. On-site work in Dubai, UAE with a focus on protecting drivers, customers, and operations.

Qualificações

• Fluency in English and Arabic.
• Experience in operational role.
• Experience in investigation case management.
• Bachelor's degree preferred.

Responsabilidades

• Investigate incidents affecting delivery partners, drivers, customers or operations.
• Gather facts and evidence to establish incident circumstances.
• Interview stakeholders to obtain accurate accounts of events.
• Review operational data and evidence to support findings.
• Identify discrepancies and contributing factors during investigations.
• Coordinate with DSPs and operations to resolve issues fairly and consistently.
• Document findings and recommend follow-up actions.
• Support timely resolution and preventive improvements.

Conhecimentos

Incident investigation

Case management

Compliance monitoring

Network health

Driver safety

Stakeholder communication

English Arabic

Formação académica

Bachelor's degree

Descrição da oferta de emprego

Network Health and Trust and Safety Specialist - Last Mile Operations Job Snapshot - Role: Network Health and Trust and Safety Specialist - Last Mile Operations - Location: Dubai, United Arab Emirates - Industry: Logistics and Supply Chain - Function: Risk Management-Compliance - Experience: Not specified - Job Type: Full Time - Work Arrangement: On-site Position Overview Q-Express Documents Transport - G25 is seeking a professional to support Amazon 's Network Health and Trust & Safety activities within Last Mile delivery operations in Dubai, United Arab Emirates. The position focuses on incident investigations, delivery partner compliance, driver safety, risk identification, and the fair resolution of operational concerns affecting Amazon 's delivery network. The successful candidate will investigate reported incidents, gather and evaluate evidence, communicate with relevant stakeholders, identify recurring compliance issues, and recommend corrective actions that protect drivers, customers, and business operations. Working closely with Delivery Service Partners (DSPs), operational teams, and relevant stakeholders, the role supports consistent decision-making, effective incident resolution, and the development of preventive mechanisms that improve network reliability. The position requires sound judgment, strong investigative and analytical capabilities, and the ability to handle sensitive situations professionally while balancing driver rights, operational requirements, and customer experience. Fluency in both English and Arabic is required, along with experience in operational activities and investigation case management.

Job Details - Country: United Arab Emirates - City: Dubai - Industry: Logistics and Supply Chain - Function: Risk Management-Compliance - Salary: Not disclosed - Gender: No Preference - Candidate Nationality: Not specified - Job Type: Full Time - Work Arrangement: On-site

Key Responsibilities

• Incident Investigation and Case Management
  • Investigate reported incidents affecting delivery partners, drivers, customers, or operational activities.
  • Gather relevant facts and supporting information to establish the circumstances surrounding reported incidents.
  • Interview appropriate stakeholders to obtain accurate and balanced accounts of events.
  • Review available operational data and evidence to support investigation findings.
  • Identify discrepancies, contributing factors, and unresolved questions during investigations.
  • Maintain a structured approach to incident assessment and case resolution.
  • Document findings and recommend appropriate follow-up actions.
  • Support timely resolution of cases while maintaining fairness and consistency.
• Network Health and Compliance Monitoring
  • Monitor operational concerns that may affect the health and reliability of Amazon 's Last Mile delivery network.
  • Identify early warning signs of compliance issues involving Delivery Service Partners.
  • Review recurring violations and operational patterns that may indicate emerging risks.
  • Assess relevant information to determine whether additional investigation or corrective action is required.
  • Support consistent application of applicable compliance requirements.
  • Coordinate with relevant stakeholders to address identified compliance gaps.
  • Monitor follow-through on agreed corrective measures.
  • Contribute to preventive practices that strengthen network compliance and operational reliability.
• Delivery Service Partner Accountability
  • Work closely with Delivery Service Partners to investigate operational concerns and compliance-related incidents.
  • Communicate investigation findings and explain required corrective actions.
  • Support fair and consistent decision-making when addressing partner-related issues.
  • Help stakeholders understand the operational implications of identified concerns.
  • Coordinate with operational teams to monitor implementation of agreed actions.
  • Identify recurring partner-level issues requiring additional attention.
  • Promote accountability while maintaining professional and constructive stakeholder relationships.
  • Support the development of reliable and compliant delivery partner operations.
• Driver Safety and Worker Welfare
  • Support investigations involving concerns that may affect driver safety and welfare.
  • Review reported incidents to identify potential safety risks or inappropriate conduct.
  • Apply balanced judgment when evaluating matters involving driver rights and business expectations.
  • Coordinate with relevant stakeholders to address identified safety concerns.
  • Support consistent implementation of applicable safety and compliance standards.
  • Identify recurring patterns that may require preventive intervention.
  • Escalate serious safety or worker welfare concerns through appropriate channels.
  • Contribute to a delivery environment that prioritizes safety, fairness, and responsible conduct.
• Risk Identification and Early Intervention
  • Analyze incident information to identify emerging operational and compliance risks.
  • Monitor behavioral trends, recurring complaints, and repeated violations.
  • Identify locations or delivery partners showing signs of increased compliance concerns.
  • Review available evidence to distinguish isolated incidents from recurring operational problems.
  • Recommend timely intervention before identified risks escalates.
  • Coordinate with relevant teams to address emerging concerns.
  • Monitor the effectiveness of preventive and corrective measures.
  • Support proactive risk management across delivery operations.
• Fair Decision-Making and Case Resolution
  • Evaluate sensitive operational cases using available facts and supporting evidence.
  • Apply consistent judgment when reviewing incidents involving drivers and delivery partners.
  • Consider relevant driver rights, compliance expectations, and business requirements.
  • Communicate findings objectively to stakeholders involved in case resolution.
  • Support decisions that are fair, consistent, and aligned with applicable requirements.
  • Maintain professionalism when handling ambiguous or time-sensitive situations.
  • Identify cases requiring additional review or escalation.
  • Contribute to transparent and responsible operational decision-making.
• Root-Cause Analysis and Corrective Actions
  • Investigate the underlying causes of recurring incidents and compliance concerns.
  • Analyze available information to identify process weaknesses and contributing factors.
  • Work with operational teams to develop practical corrective actions.
  • Coordinate with Delivery Service Partners to implement agreed improvements.
  • Monitor progress against required follow-up activities.
  • Identify preventive measures that reduce the likelihood of repeated incidents.
  • Evaluate whether corrective actions have addressed the identified concerns.
  • Promote sustainable improvements in delivery network safety and compliance.
• Operational Escalation Management
  • Support escalations involving safety, customer experience, or business continuity.
  • Review urgent cases to determine the appropriate level of response.
  • Gather relevant information to support timely escalation decisions.
  • Coordinate with responsible stakeholders during incident resolution.
  • Communicate significant concerns clearly and professionally.
  • Help teams understand required actions and operational priorities.
  • Maintain balanced judgment when handling sensitive or high-pressure situations.
  • Support effective resolution while minimizing further operational disruption.
• Stakeholder Interviews and Communication
  • Communicate with relevant stakeholders to understand reported incidents and operational concerns.
  • Conduct fact-finding discussions to establish accurate information.
  • Ask clear and relevant questions to identify potential causes and contributing factors.
  • Explain investigation outcomes and recommended corrective measures.
  • Maintain constructive communication with operational teams and delivery partners.
  • Handle sensitive discussions professionally and objectively.
  • Coordinate follow-up communication when additional information or action is required.
  • Support mutual understanding of compliance expectations and operational responsibilities.
• Compliance Trends and Data Analysis
  • Review incident records and operational information to identify recurring patterns.
  • Analyze trends involving complaints, violations, and compliance concerns.
  • Identify locations or partner operations requiring further investigation.
  • Use available data to support evidence-based recommendations.
  • Evaluate patterns that may indicate broader network risks.
  • Communicate significant findings to relevant operational stakeholders.
  • Support targeted interventions based on identified trends.
  • Contribute to improved visibility of delivery network health and compliance performance.
• Preventive Mechanisms and Process Improvement
  • Identify opportunities to improve incident prevention and compliance monitoring.
  • Support the development of practical routines that reduce repeated operational issues.
  • Recommend improvements to existing investigation and follow-up processes.
  • Coordinate with relevant teams to implement preventive measures.
  • Review recurring incidents to identify opportunities for process improvement.
  • Encourage consistent application of effective operational practices.
  • Monitor the outcomes of implemented improvements.
  • Contribute to a safer, more reliable, and accountable delivery ecosystem.
• Investigation Reporting and Recommendations
  • Prepare clear summaries of reported incidents and investigation findings.
  • Document relevant facts, stakeholder information, and analytical conclusions.
  • Identify operational risks and potential compliance implications.
  • Provide practical recommendations for corrective or preventive action.
  • Communicate findings in a format that supports timely leadership decisions.
  • Highlight unresolved concerns requiring further investigation.
  • Maintain clarity and objectivity when reporting sensitive matters.
  • Support effective follow-up through accurate communication of case outcomes.
• Cross-Functional Collaboration
  • Collaborate with Amazon operational teams and Delivery Service Partners.
  • Coordinate with field teams to investigate reported incidents and recurring concerns.
  • Share relevant findings with stakeholders responsible for corrective actions.
  • Support alignment between network compliance, safety, and operational requirements.
  • Work collaboratively to resolve issues affecting drivers or customers.
  • Encourage consistent understanding of compliance expectations.
  • Maintain professional relationships across operational stakeholder groups.
  • Contribute to shared efforts to improve delivery network performance and safety.

Basic Qualifications

• Fluency in English, including speaking, reading, and writing.
• Fluency in Arabic, including speaking, reading, and writing.
• Experience working in an operational role.
• Experience in investigation case management.

Preferred Qualifications

• Previous experience in logistics.
• Bachelor 's degree.

Required Skills and Competencies

• Incident investigation and case management.
• Delivery network compliance monitoring.
• Network health and operational risk identification.
• Delivery Service Partner coordination and accountability.
• Driver safety and worker welfare awareness.
• Incident fact-finding and stakeholder interviewing.
• Evidence evaluation and objective decision-making.
• Operational compliance and enforcement support.
• Behavioral trend and recurring violation analysis.
• Root-cause analysis and corrective action coordination.
• Sensitive case handling and professional judgment.
• Operational escalation management.
• Risk prevention and early intervention.
• Investigation reporting and recommendation development.
• Stakeholder communication and conflict resolution.
• Cross-functional operational collaboration.
• Data interpretation and analytical problem-solving.
• Process improvement and preventive mechanism development.
• Ability to manage sensitive and time-pressured situations.
• Fairness, consistency, and professional integrity.
• Strong written and verbal communication in English and Arabic.
• Ability to balance driver rights, customer experience, and business expectations.

Typical Daily Activities

The role involves reviewing newly reported incidents and assessing whether immediate action or escalation is required. Daily activities may include gathering evidence, communicating with relevant stakeholders, reviewing operational information, and investigating reported concerns involving drivers or delivery partners. The position also involves analyzing recurring incidents, identifying emerging compliance risks, and coordinating with field teams to address operational concerns. Some cases require sensitive discussions and balanced decision-making, while others focus on identifying patterns and implementing preventive improvements. Throughout these activities, the primary objectives remain protecting people, supporting customer experience, and maintaining a fair, safe, and reliable delivery network.

About the Network Health and Trust and Safety Teams

Amazon 's Network Health and Trust & Safety teams work together to support compliance, partner accountability, and safety within Last Mile delivery operations across the AMET region, covering the United Arab Emirates, Saudi Arabia, Egypt, and Turkey. Network Health manages the end-to-end compliance and enforcement lifecycle for Delivery Service Partners. Its responsibilities include risk identification, Monitoring and Enforcement Plan (MEP) management, exit governance, and performance reviews. The team supports compliance with Amazon 's Supply Chain Standards and applicable local labor regulations. Trust & Safety focuses on driver-level safety, identity verification, and incident resolution activities. Its work includes programs such as Sentinel, DWEL, and DAF, supporting Amazon 's zero-tolerance compliance and worker welfare standards. Together, these teams help maintain a delivery network where partners and drivers operate responsibly, safety concerns are addressed, and compliance requirements are consistently supported.

Workplace Inclusion and Accessibility

Amazon promotes an inclusive working environment where employees can contribute effectively and deliver strong results for customers. Candidates requiring workplace accommodations or adjustments during the application, interview, or onboarding process can access Amazon 's recruitment accommodation guidance. Further information is available at: https://amazon.jobs/content/en/how-we-hire/accommodations Applicants whose country or region is not listed should contact their Recruiting Partner for additional assistance.

Role Contribution

The Network Health and Trust and Safety Specialist contributes to Amazon 's Last Mile delivery operations by supporting fair incident investigations, identifying compliance risks, and coordinating corrective actions involving drivers and Delivery Service Partners. Through evidence-based assessments, stakeholder engagement, trend analysis, and preventive improvements, the position helps strengthen partner accountability, driver safety, and operational reliability. The role also supports Amazon 's commitment to responsible delivery operations by promoting consistent decision-making, protecting customer experience, and addressing risks before they develop into larger operational concerns.