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Head of Emergency Response
1 month ago
We are seeking a highly skilled and experienced leader to join our Emergency Response Team as the Head of Emergency Response. This critical role will oversee a 24-hour operational team that manages sensitive and high-stakes situations involving emergency disclosure requests and other law enforcement interactions.
Key Responsibilities- Manage and oversee a 24-hour Emergency Response Team, ensuring seamless operations across multiple time zones and effective scheduling and staffing.
- Foster a culture of growth and resilience within the team, focusing on mental health, stress management, and maintaining high performance standards.
- Work closely with the team to identify operational challenges and tooling issues, driving remediation efforts to enhance efficiency and effectiveness.
- Serve as a bridge between ERT and other departments, sharing insights and solutions that benefit the entire organization.
- Make timely decisions in high-pressure situations while effectively communicating to legal partners and senior leadership, keeping them informed and engaged on key issues.
- Analyze and navigate complex legal risks associated with emergency disclosures of private data, ensuring compliance with applicable laws and policies in alignment with the legal team.
- Lead efforts to identify, assess, and act on imminent risks, conducting disclosures to law enforcement in accordance with company policies and legal requirements.
- Develop strategies to detect and prevent fraudulent requests, ensuring the integrity of interactions with law enforcement and other external stakeholders.
- Use data collection and analysis to identify trends, assess risks, and implement improvements to processes and team performance.
- Bachelor's degree or equivalent experience in a related field and extensive experience in incident management, Trust and Safety, or investigative roles.
- Demonstrated ability to lead cross-functional teams and drive collaboration across regions.
- High level of integrity and discretion when handling sensitive information.
- Technical aptitude for learning complex tools or systems required for daily operations.
- Extensive experience in an operational role, with at least 2-4 years in a leadership position managing trust and safety teams or similar related field of work.
- Strong understanding of legal risks related to emergency disclosures, including the handling of EDRs, subpoenas, court orders, and search warrants.
- Proven ability to work effectively with legal, security, and other cross-functional teams to ensure compliance and manage risks.
- Strong interpersonal skills with the ability to manage team dynamics, resolve conflicts, and foster a collaborative working environment.
- Exceptional communication skills, both written and verbal, with the ability to articulate complex issues clearly and concisely.
- A degree in law, criminal justice, or related field, or experience working in Trust and Safety with a focus on emergency response.
- Familiarity with EU and US laws and regulations impacting Trust and Safety operations (COPPA, TERREG, etc).
- Demonstrated success in managing 24/7 operational teams, including experience with scheduling, time zone management, and handling stress in high-stakes environments.
- Familiarity with detecting and managing fraudulent law enforcement requests, ensuring accurate and secure processing.
- Track record of challenging the status quo and driving forward-thinking changes that enhance team and company performance.
- Experience using data analytics to drive decision-making and process improvements.
- Excellent decision-making skills under pressure, with the ability to prioritize and act swiftly.
- Your ability to work in a high tempo environment, adapt, respond to day-to-day challenges of the role.
- Your resilience and commitment to self-care to manage the emotional demands of the role.
