Citizen · 1 day ago

Shift Supervisor

Remote - US

Full-time

Remote

Entry, Mid Level

$80K/yr - $85K/yr

2+ years exp

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Responsibilities

Directly manage, support and hold your team of 10-12 Analysts accountable for shared and individual performance metric goals

Monitor and interpret real-time performance metrics (e.g. Hourly Active Users, Incident Volume, Push Notification CTR) and make quick decisions to keep the shift on track toward goals

Oversee the end-to-end lifecycle of all incidents generated by the Analysts on your shift from creation through distribution, ensuring a high standard of coverage and user experience

Mentor and offer real-time feedback to Analysts while overseeing coverage of unfolding large-scale or complex incidents

Assume ultimate responsibility for the growth and performance of your shift, including providing coaching, support, performance management of your direct reports

Be a cultural leader within your shift and the broader Mission Control team, motivating the team to be all-in on company goals

Serve as the Mission Control partner and owner for cross-functional initiatives that drive the business forward

Provide hands-on coverage support to your team by covering radio assignments, reaching out to PIOs, or writing incident summaries

Qualification

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People managementRemote team managementOrganizational abilitiesLeadership abilitiesPublic safety experienceJournalism experienceFluent in EnglishFast-paced environment experience

Required

Minimum 2 years of experience in a people management role

Experience working within or managing a fully remote team

Outstanding organizational and leadership abilities

Excellent communication and interpersonal skills

Aptitude in decision-making and problem-solving

Fluent in English; excellent writer with flawless grammar

Ability to multitask and effectively balance multiple competing real-time priorities in a fast-paced tech startup environment; individuals with experience in the public safety or journalism industries a plus

Willingness to engage with traumatic content derived from the 911 system and remain grounded in mission-critical work