Global Messaging Operations Specialist

Crisis
24 Job Posting

Crisis
24 is a global, AI-enhanced provider of travel risk management, mass communications, critical event management, crisis-security consulting, personal protection solutions and global medical concierge capabilities, allowing prominent organizations, disruptive brands and influential people to operate with confidence in an uncertain world. At Crisis
24, we go beyond mere employment; we pave the way to a realm where your skills become instrumental in shaping global security, guiding clients through a multifaceted and challenging landscape. Your journey with us will be deeply fulfilling, driven by a powerful sense of purpose and accomplishment. Within our thriving environment, you'll discover abundant chances for both personal and career advancement.

Seize this moment to push your limits, broaden your expertise, and elevate your professional journey to unprecedented levels. Join the Crisis
24 team today and be a part of something extraordinary where growth and impact converge.

The Global Messaging Operations Specialist is responsible for supporting end-to-end management, performance, and maintenance of all customer-facing message delivery channels used in Crisis
24's product platforms. This role supports the operational health of such channels, maintaining compliance with international and country-specific regulations, supporting key vendor relationships, and striving for continuous improvement in delivery efficiency, cost, and reliability. The ideal candidate is a proactive team player who can balance day-to-day operational management and an evolving compliance-intense environment.

What You Will Work On

• Operational Management:
  Assist with overseeing the operational health of delivery channels (e.g., SMS, email, voice etc). This includes managing and maintaining all required registration documents, approvals/exemptions, and coverage documentation.
• Client Support and Issue Resolution:
  Provide troubleshooting and support for reported delivery issues, coordinating with internal teams and vendors to drive timely resolution and share information to manage customer expectations as applicable.
• Performance Monitoring & Optimization:
  Continuously monitor and analyze key performance metrics, including success/failure rates, volumes, and throughput. Proactively identify and resolve performance issues, coordinate regular testing across different countries, and drive initiatives to increase throughput and efficiency.
• Vendor and Partner Relationship Management:
  Cultivate and maintain strong relationships with delivery vendors. This includes assisting with negotiations for pricing and service-level agreements, assisting with evaluating and onboarding new vendors, and assisting with managing the vendor lifecycle.
• Compliance and Regulatory Oversight:
  Stay up-to-date on country-specific regulations and requirements for delivery channels. Assess the impact of these changes on our operations and lead the implementation of necessary process adjustments and communications.
• Cost Management:
  Monitor vendor costs and escalate changes for reconsideration of our pricing, packaging, and billing as needed. Identify opportunities for cost savings through negotiation and optimization.
• Other duties as assigned.

What You Will Bring

• Proven experience in operations, delivery, or a related field.
• Deep understanding of delivery modalities such as SMS, email, and voice.
• Strong analytical skills with the ability to interpret performance data and make data-driven decisions.
• Exceptional negotiation and vendor management skills.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with internal teams and external partners.
• Experience navigating complex international regulations and compliance requirements.
• Proactive problem-solver with a strong sense of ownership and accountability.

Salary range: $65,000–$80,000, commensurate with experience and qualifications.

Protect the data and systems of Crisis
24 and its stakeholders by adhering to policies, reporting incidents and potential problems, completing regular training, and identifying opportunities for improvement.

Crisis
24, A Garda World Company is dedicated to equal opportunity in employment. We are committed to a work environment that celebrates diversity. We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital or parental status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable laws.