Global Operations Coordinator

Who We Are Looking For

The Global Operations Coordinator is responsible for general and emergency assistance to a worldwide client base utilizing the operations protocols and other client focused procedures. Shift work is required, to include 12-hour shifts, weekends, and holidays (differential is paid for weekend/holiday hours). Any additional language experience preferred, especially French. 

What You Will Work On

• Serves as a team member in the 24/7 Global Operations Center: interface with security and intelligence Subject Matter Experts (SMEs) who support a wide range of security and risk mitigation products and services
• Aids client travelers, expats and others as the first point of contact
• Prepares case management reports for clients to document actions undertaken
• Responds to various mobile device communications from personnel in high-risk locations
• Utilizes Worldcue/Horizon platform to extract format and summarize data that informs client of potential risk to organizational assets during critical events
• Interfaces with mapping products/API’s to identify locations of events, transportation routes and designated areas
• Maintains contact metrics for reporting of daily/monthly hotline activity
• Builds custom client protocols that serve as directives for addressing hotline contacts
• Adheres to applicable information security procedures and policies as updated from time to time on the ISMS
• Reports any information security incidents or potential information security threats to the Information Security Officer
• Takes a proactive approach to information security
• Supporting with medical operations
• Office setting and machine use. sitting, standing, walking, hearing, speaking, reading, writing
• Other duties as assigned

What You Will Bring  

• Bachelor’s degree in international studies/Development/related filed; or 4 years’ direct experience in emergency/crisis response, military or response centers that require communication skills during high operational tempo is desired.
• International studies, Emergency Management, Travel, Call Center and/or Expatriate experience desired
• Experience in Psychological First Aid, a plus!
• Must have the ability to work in the US without any restrictions and report to the office on a hybrid schedule.
• Excellent oral and written communications skills – convey complex details of situational information to duty personnel and client POC’s in accurate and concise manner.
• Knowledge of French a definite plus
• Well-developed sense of judgment, critical thinking, and analytical and interpersonal skills.
• Adaptable to frequent changes in environment.
• Familiarity with global events, security issues and other operational risk concerns to international organizations.
• Must be able to effectively respond to client travelers experiencing dynamic/emotional situations.
• Must be able to multi-task with great attention to detail and time management.
• Must arrive on time for all shifts, understand working in a shift environment, and be a cheerful team player.
• Must be proficient with Microsoft Windows and Office 365 applications.