Trust & Safety Senior Lead

At Serve Robotics, we’re reimagining how things move in cities. Our personable sidewalk robot is our vision for the future. It’s designed to take deliveries away from congested streets, make deliveries available to more people, and benefit local businesses.

The Serve fleet has been delighting merchants, customers, and pedestrians along the way in Los Angeles, Miami, Dallas, Atlanta and Chicago while doing commercial deliveries. We’re looking for talented individuals who will grow robotic deliveries from surprising novelty to efficient ubiquity.

Who We Are

We are tech industry veterans in software, hardware, and design who are pooling our skills to build the future we want to live in. We are solving real-world problems leveraging robotics, machine learning and computer vision, among other disciplines, with a mindful eye towards the end-to-end user experience. Our team is agile, diverse, and driven. We believe that the best way to solve complicated dynamic problems is collaboratively and respectfully.

JOB OVERVIEW

The Trust & Safety Senior Lead will ensure the safe and reliable growth of Serve Robotics’ trust & safety operations by driving incident management, overseeing regulatory compliance, and supporting day-to-day trust & safety functions. This role is responsible for ensuring our robots, systems, and practices earn and maintain trust from users, regulators, partners, and the public. This role will play a critical part in protecting our partners, and communities, while also shaping policies and systems that allow robotic delivery to scale responsibly.

JOB DUTIES

• Define and lead Serve Robotics trust and safety strategy across product operations and public engagement

• Support and oversee daily Trust & Safety operations, including safety incident management, operational escalations, and cross-team collaboration.

• Identify and assess safety trust and misuse risks related to autonomous robots data systems and real world operationsDevelop and maintain trust and safety policies standards and playbooks including incident response and escalation processes

• Work cross-functionally with Operations, Legal, Policy, Product and Exec Leadership to solve upstream issues and improve outcomes for stakeholders.

• Partner closely with engineering and product teams to embed safety by design into hardware software and autonomy systems

• Monitor, evaluate, and report on safety objectives and KPIs, ensuring consistent alignment with company goals.

• Oversee incident review processes including root cause analysis corrective actions and post incident communication

• Ensure compliance with company policies, regulatory requirements, and oversee updates as necessary.

• Collaborate with operations teams to improve field safety procedures training and monitoring

• Apply risk management principles to proactively identify, assess, and mitigate safety issues.

• Perform additional duties and responsibilities as needed in a fast-growing and evolving environment.

• Work with legal and policy teams on regulatory compliance safety reporting and engagement with cities and agencies

• Support external communications related to safety trust and responsible deployment when needed

• Track trust and safety metrics trends and emerging risks and regularly brief leadership on findings and recommendation

• Build internal trust and safety culture through education documentation and cross team collaboration

EXPERIENCE, QUALIFICATIONS, & SKILLS

Required Experience, Qualifications, and Skills

• Bachelor’s degree in a relevant field or equivalent practical experience.

• 7-10+ years of experience in Trust & Safety, Risk Management, Operations, or related functions; robotics experience is a plus.

• 3+ years of experience hiring and managing a team of 3+ employees (in-house or vendor), including conducting performance reviews, promotions, and administrative actions.

• Experience designing or operating incident response processes in high reliability or safety critical environments

• Comfortable operating in ambiguity, applying judgment and structure to novel and complex challenges.

• Proven ability to lead cross functional initiatives and influence teams without direct authority

• Strong oral and written communication skills, with the ability to explain complex issues clearly to diverse audiences.

• High-level interpersonal skills to work effectively across all levels of the organization and motivate employees.

• Strong organizational, collaboration, and problem-solving skills with a proactive, can-do attitude.

• Ability to remain calm under pressure and make sound decisions in urgent or crisis situations.

Preferred Experience, Qualifications, and Skills

• Background at high-growth, fast-paced startups.

• Passion for efficiency, innovation, and robotics.

• Experience in risk management and compliance, with the ability to design and enforce policies.

• Track record of successful cross-functional collaboration with internal teams (e.g., engineering, product) and external partners.

• Proven leadership in project ownership and team management.

• Multi-lingual, with Spanish proficiency strongly preferred.

Additional Information

• Ability to work weekends (Sunday - Thursday; Tuesday-Saturday)

• Flexibility to work weekends and holidays (remote), as part of on-call safety rotation