About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride‑sharing, HiTech, FinTech, and HealthTech.
The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty‑three locations across twelve countries, which include the Philippines, India, and the United States.
Responsibilities
- Ensure the Emergency Response Team (ERT) consistently meets operational KPIs, incident response times, and safety benchmarks.
- Create innovative processes and strategies that empower each team member to perform at their best in high‑pressure situations.
- Be visible and approachable—walk the floor, connect with your team, provide coaching, and make them feel valued.
- Identify each teammate's strengths and areas for growth, assigning tasks that challenge them while showcasing their talents.
- Manage, mentor, and develop team members to ensure long‑term growth and operational excellence.
- Coordinate with cross‑functional teams (Safety, Operations, Engineering) to handle incidents efficiently and safely.
- Develop, implement, and continuously improve emergency protocols, incident response playbooks, and readiness drills.
- Monitor and analyze metrics, using data to drive decisions, optimize workflows, and improve performance.
- Develop, maintain and improve Emergency Response Team procedures, incident command protocols, and escalation frameworks.
- Manage ERT staffing, deployment planning, and resource readiness including field units, support vehicles, and on‑call rotations.
- Coordinate responses to incidents involving autonomous vehicles (mechanical, software, environmental) and ensure proper escalation, root‑cause review, and mitigation.
- Partner with Safety, Operations, Legal, Communications, and Engineering teams to ensure incident handling aligns with regulatory, compliance, and company standards.
- Monitor and report on operational metrics (e.g., incident response time, de‑escalation rate, repeat incident reduction) and drive continuous improvement initiatives.
- Oversee training, simulation exercises, and readiness drills for ERT members and partner vendors.
- Develop contingency and business continuity plans for high‑impact scenarios and support expansion into new markets.
- Ensure vendor and partner performance meets safety, quality, and cost standards.
- Manage department budget, staffing forecasts, and vendor contracts tied to emergency operations.
Qualifications
- Bachelor's degree in Engineering, Safety, Operational Management, or related field; or equivalent experience.
- 1+ years of operations management experience, preferably in high‑stakes or safety‑critical environments (e.g., transportation, automotive, aviation).
- Valid Driving licence for 3 years.
- Proven track record of incident management, crisis response or emergency operations leadership.
- Experience working cross‑functionally with engineering, safety, operations and regulatory teams.
- Excellent analytical skills; able to use data and metrics to drive decision‑making and process improvement.
- Strong verbal and written communication skills, capable of influencing senior leadership and guiding multi‑disciplinary teams.
- Comfortable with travel and field deployment as required (within or outside market region).
- Ability to thrive in a fast‑paced, evolving environment and adapt quickly to change.
- Two plus years of managing supervisors with established KPI's.
- One plus year of client management experience (nice to have) Bachelor's degree in business administration or management.
- Excellent communication and presentation skills.
Job Expectations
- This role will be dedicated to managing the ERT Team.
- Strategic Planning
- Process Improvement
- Resource Management
- Performance Metrics
- Client Relationship
- Stakeholder Management
- Decision Making
- Communication Skills
- Private Medical Insurance (PMI) through BUPA
- Dental through BUPA
- Life through Canada Life
- Income Protection through Canada Life
- Pension through Aviva
How We Partner To Protect You
TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.
DEI
In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.
Equal Opportunity Statement
TaskUs is proud to be an equal opportunity workplace and is an affirmative action employer. We celebrate and support diversity; we are committed to creating an inclusive environment for all employees, our clients, our services, and our community.
Apply Here
We invite you to explore all TaskUs career opportunities and apply through the provided URL https://www.taskus.com/careers/.
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