The Crisis Response Operations Manager provides operational support and leadership to its team and business partners that respond to global disasters and emergency incidents to activate client safety tools for its users. The Manager conducts quality assurance audits, develops processes and measures team performance.

Essential Functions:

1. Represent Pinkerton core values of integrity, vigilance, and excellence.
2. Prepare and/or review all submitted reports and work to ensure accuracy, sufficiency and professional quality, edits and corrections as necessary.
3. Maintain a continued, positive relationship with the client, through appropriate contact and theanticipation of service needs.
4. Oversee team of consultants, specialists and analysts.
5. Ensure the appropriate management personnel are kept informed of all issues and needs relating to theclient relationship.
6. Train and evaluate intelligence analysts supporting global security operations center and crisis response teams.
7. Provide guidance on best practices on matters of open-source intelligence, and response to natural disasters and violent incidents.
8. Brief client stakeholders on crisis response product activations and emerging geopolitical incidents.
9. Track team performance and service level agreement compliance.
10. Maintain professional knowledge pertaining to disaster management, crisis response, and operational systems.
11. Develop key performance indicators and metrics dashboards to improve performance.
12. All other duties, as assigned.

Education, Experience, and Certifications:

Bachelor degree and/or at least 3+ years of management experience or equivalent combination of education and experience. A degree in political science, international relations, or other related studies. Regional expertise (travel, education, language skills) with two or more years of experience with customer service background in a fast-paced environment is a plus. This position may be a good fit for those with experience in emergency management or GSOC operations.

Competencies:

• Strong customer service skills.
• Background in statistical and data analysis.
• Travel, educational, and language experience abroad, preferred.
• Able to carry out responsibilities with little or no supervision.
• Solid project management skills.
• Able to multi-task and organize workload for effective implementation.
• Strong client orientation and results driven.
• Able to interact effectively at all levels and across diverse cultures.
• Serve as an effective team leader.
• Able to adapt as the external environment and organization evolves.
• Effective written and verbal communication skills.
• Computer skills; Microsoft Office or Google Drive.

Working Conditions:

With or without reasonable accommodation, requires the physical and mental capacity to effectively perform all essential functions;

• Maintain composure in dealing with authorities, executives, clients, staff, and the public occasionally under conditions of urgency and in pressure situations.
• Exposure to sensitive and confidential information.
• Regular computer usage.
• Ability to handle multiple tasks concurrently.
• Must be able to see, hear, speak, and write clearly in order to communicate with employees and/or customers.
• Manual dexterity required for occasional reaching and lifting of small objects and operating office equipment.
• Shift work including holidays, evenings, and weekends.
• Close and distance vision and ability to adjust focus.
• Travel, as required.

Pinkerton is an equal opportunity employer and provides equal opportunity to all applicants for all positions without regard to race/ethnicity, color, national origin, ancestry, sex/gender, gender identity/expression, sexual orientation, marital/prenatal status, pregnancy/childbirth or related conditions, religion, creed, age, disability, genetic information, veteran status or any protected status by local, state, federal or country-specific law.