Global Operations Coordinator

About Crisis24

Crisis24, a GardaWorld company, is widely regarded as the leading integrated risk management, crisis response, consulting, and global protective solutions firm, serving the world's most influential people, disruptive brands, and prominent organizations. Championed by our advanced Global Operation Centers and our skilled team of intelligence analysts, we offer highly specialized services, security and consulting, with the technology and AI to power it all across the globe.

At Crisis24, 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 Crisis24 team today and be a part of something extraordinary where growth and impact converge.

More information is available at www.crisis24.garda.com

Who We Are Looking For

The Global Operations Coordinator is an entry-level position designed to introduce employees to a fast-paced, dynamic environment where Crisis24 delivers medical and security risk solutions to clients worldwide. We are seeking motivated individuals eager to expand their expertise in corporate risk management while developing critical skills to excel within Crisis24's medical and security operations.

As a Global Operations Coordinator, you will serve as the critical first point of contact in our multi-layered operational strategy, fielding initial client inquiries and providing essential support. With comprehensive world-class training, a proprietary digital platform, and a high-performing team to back you, you'll play a pivotal role in safeguarding our clients' health and safety in an ever-evolving global threat landscape.

To excel in this role, you must demonstrate the ability to collaborate effectively within diverse teams and possess a global mindset. This includes cultural sensitivity, proficiency in languages, and the capacity to communicate seamlessly across borders with both clients and our global network of providers. Key attributes we seek include professionalism under pressure, a strong customer service orientation, the ability to multitask while adhering to established policies and procedures, and a systematic approach to work.

This position includes staggered shift work, generally between the hours of 7:00AM and 7:00PM EST and will include some weekends and holidays. Overtime, weekend premium pay, and holiday pay will apply when applicable. You must have unrestricted authorization to work in the U.S. and the ability to work in an in-person office environment. Hybrid work arrangements may be offered on a case-by-case basis but are not a permanent option.

What You Will Work On

• Serve as a key member of a Crisis24 Global Operations Center, operating within a follow-the-sun model to provide seamless global support.
• Act as the first point of contact for client travelers, expatriates, and others requiring assistance, managing a wide range of requests including responses to internal panic and cyber alarms, business continuity escalations, safety-related incidents, data-related incidents, pre-trip medical and travel advice, GP appointment bookings, claims advice, billing queries, and requests for evacuation or repatriation.
• Prepare detailed case management reports to document actions and outcomes for clients.
• Respond to communications from personnel in high-risk locations using various mobile platforms.
• Utilize internal digital platforms to extract, format, and summarize data, providing actionable insights on potential risks to organizational assets during critical events.
• Interface with mapping tools and APIs to identify event locations, transportation routes, and designated areas of concern.
• Maintain and analyze contact metrics to generate daily and monthly activity reports.
• Develop and refine client custom protocols and procedures that guide responses to client inquiries.
• Ensure compliance with all applicable information security procedures and policies, as outlined in the Information Security Management System (ISMS).
• Proactively identify and report information security incidents or potential threats to the Information Security Officer.
• Provide support for medical operations and escalate to supporting team members as needed.
• Perform general office tasks, including sitting, standing, walking, and using office machines.
• Take on additional responsibilities and duties as assigned

What You Will Bring

Education & Experience

• Bachelor's degree in a related field; or 4 years of direct experience in emergency/crisis operations or high-tempo response centers requiring strong communication skills.
• Experience in International Studies, Emergency Management, Travel, Call Center operations, or expatriate services is highly desired.
• Training or experience in Psychological First Aid is a plus.

Skills & Competencies:

• Exceptional oral and written communication skills, with the ability to convey complex situational information clearly and concisely to duty personnel and client points of contact.
• Ability to work in diverse teams with a global mindset, including cultural sensitivity, language skills, and the ability to communicate effectively across borders with both clients and our global network of providers.
• Strong judgment, critical thinking, and analytical abilities, complemented by well-developed interpersonal skills.
• Adaptability to changing environments and operational demands.
• Familiarity with global events, security concerns, and operational risks affecting international organizations.
• Ability to effectively assist clients in dynamic or emotionally charged situations.
• Excellent multitasking skills with keen attention to detail and effective time management.

Work Environment & Technical Proficiency:

• Must be punctual, understand the demands of shift-based work, and maintain a positive, team-oriented attitude.
• Proficiency in Microsoft Windows and Office 365 applications is required.

Information Security

Protect the data and systems of Crisis24 and its stakeholders by adhering to policies, reporting incidents and potential problems, completing regular training, and identifying opportunities for improvement.

Crisis24, A GardaWorld 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.

• Annapolis, MD, USA