Operational Intelligence Officer at Sonder

Member Support & Operations , Waterloo, Sydney sydney support
Posted a month ago

Sonder is an active care technology company that helps organisations improve the wellbeing of their people so they perform at their best. Our mobile app provides immediate, 24/7 support from a team of safety, medical, and mental health professionals - plus onsite help for time-sensitive scenarios. Accredited by the Australian Council on Healthcare Standards (ACHS), our platform gives leaders the insights they need to act on tomorrow’s wellbeing challenges today. 

We completed a highly successful Series B capital raise in August 2022.  With operations in Australia, New Zealand and the UK, we are at an exciting time of growth and we invite you to join us on our mission to help organisations around the world create a culture of Active Care.

  • 800,000+ eligible members across multiple countries
  • 300 + team members, as well as an on-the-ground responder network 
  • Trusted by major corporations, education providers, and government agencies

Join Sonder’s innovative movement to provide global support through the right care at the right time and know you are contributing to empowering people to be at their best.

About the role

Reporting into the Critical Incident Response Manager, this role will play a crucial role in our Sonder Support Centre. This role involves monitoring and responding to all Safety requests from our Members. Additionally, you’ll collect and analyse safety and incident information to provide real time alerts to support our members.

This role works across a rotating roster with shifts patterns;  7:30am- 3pm and 2:45 pm-10pm.

What you’ll be doing

  • Apply Sonder’s Intelligence procedure, dissemination of relevant information to members and customers via Safety Notices
  • Interpret intelligence, predict and anticipate member safety and welfare concerns
  • Monitor and respond to all safety requests from members
  • Conduct environmental scanning to seek and identify relevant information for members and customers
  • Member Support and Sonder updates with timely relevant Intelligence notifications, inclusive of trends and upcoming events
  • Coordinate Critical Incident Response for Customer and Members

Who are we looking for?

The ideal candidate is passionate, self-motivated, and takes pride in producing high-quality work every day. Above all else, you - the ideal candidate - will embody the Sonder values and love working in a fast-paced, dynamic workplace.

What you bring to the team;

  • Prior experience involving Intelligence, emergency services, or other safety and analytical roles
  • A degree in Intelligence studies, economics, security studies, a foreign language, political science or business is advantageous
  • Strong problem solver
  • Proven record of using appropriate analytical skills in order to determine the best response and support to customer or member base
  • Experience in working in high pressure, time sensitive environments with cross-team collaboration

Why join Sonder?

You will work with a collaborative, vibrant and passionate team of experienced professionals, inside and outside of the Member Support Team and as we continue to grow, there will be plenty of development opportunities.

  • Hybrid working environment + modern office facilities
  • Learning fund - annual contribution + 2 days of study leave to support your personal development
  • Paid parental leave with an attractive return to work policy (e.g. Return to work at 80% for the first 3 months at full pay!)
  • Participate in our Employee Share Option Plan (ESOP) for you to be a part of Sonder’s success 
  • Induction and onboarding designed to make you succeed in your new role
  • Salary packaging and novated leasing 
  • Wellbeing support to invest in your own wellbeing
  • Free coffee Tuesdays and catered lunch on Thursdays
  • Team social fund to connect with your team, plus company wide social events 
  • Dog-friendly office 
  • Volunteer leave - 2 days per year to participate in meaningful causes and contribute back to the community

Check out our life page for more info - https://www.linkedin.com/company/sondersafe/life/

Due to the nature of our industry, all Sonder employees are required to complete a National Police Check and WWCC