Would you like a role which makes a real world impact? We are looking for a talented individual to join our mission of creating an online world that is safe for all. This is a leadership role with reach, impact and reward, managing our Americas  Operations Room based in Mexico City. The team is a key part of our “follow the sun”  delivery model of serving our social media platform, corporate and pharma client sets. Our intelligence makes a huge difference; every year we protect millions of the most vulnerable from the most egregious forms of exploitation.

Brands are facing an unprecedented risk landscape, which has been dramatically accelerated by digital chatter. From everyday consumers to in-house employees, pressure is mounting for organizations to take a stand on political, environmental, and social issues. Certain groups are coordinating on and exploiting social media platforms to amplify their harmful narratives to 4 billion+ people across the globe. This has made it increasingly difficult for organizations to protect their reputation which, in turn, can have financial and operational consequences.

The core focus of this role is to ensure the operational delivery of our products with an understanding of customer relations. You will be expected to articulate your vision and approach to motivate colleagues and direct reports to deliver results.

This role is Mexico City based, however there will be occasional overseas travel to receive specialized  training and plan strategically with the wider leadership team.

Responsibilities

●       Direct line management of Americas Operations Room analysts.

●       Resource management including recruitment, onboarding, training, performance management, mentoring and support across the team.

●       Maintaining strong communication with the UK and Manila teams, including effective handovers of day-to-day operations and mission-critical announcements.

●       Overall responsibility of day to day operational delivery ensuring all tasks are adequately resourced and completed within SLA.

●       Review, develop, and maintain  processes and culture to develop a high performing, highly motivated team in coordination with other leadership stakeholders.

●       Developing the team’s research skills in order to track a range of actors and identify potential risks through a range of sources, including AI (Artificial Intelligence), human intelligence (HUMINT), and Open Source (OSINT).

●       Lead quality assurance and sign off outputs - giving advice, guidance and feedback as required to produce the highest quality outputs.

●       Identify and escalate tooling improvements that will aid collection and analysis for the team.

●       Active participation in the wider leadership team, including applying your expertise and perspective to feedback on emerging issues and proactively raise items of interest or concern to the group.

Essential Qualifications and Experience

Essential:

●       Experience leading and growing multi-discipline teams.

●       Previous direct client facing experience and customer management experience.

●       Relevant experience working in an intelligence environment and/or in communications crisis management for a minimum of 3 years.

●       Degree educated in a related discipline, or of degree calibre.

Desirable:

●       Current knowledge and expertise of the risks impacting brand reputation.

●       Knowledge and experience in a social media risk intelligence environment.

●       Well adept at analysing and manipulating large data sets to condense into a meaningful report is desirable.

●       Experience of working with a 24/7 team function.

Skills and competencies

It is likely you will have a number of the following skills and experiences:

●       Experience of working in intelligence, investigations, or risk management.

●       OSINT /  SOCMINT skills.

●       Natural problem-solver who can prioritise and identify problems and make quick, sound decisions.

●       Knowledge of online harms.

●       Detailed knowledge of social media platforms, including alt-tech and mainstream.

●       A curiosity about world events and a knowledge of the law and regulation around intelligence work.

●       Empathetic and collaborative, well versed in conflict resolution, coaching techniques, and development conversations.

●       Excellent communicator able to articulate clearly and concisely in verbal and written forms and confidently present your ideas in person or on calls.