Protective Operations Team Leader
About The Position
Crisis24 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, enabling prominent organizations, disruptive brands, and influential people to operate with confidence in an uncertain world. Joining Crisis24 offers a deeply fulfilling journey with opportunities for personal and career advancement, shaping global security and guiding clients through complex landscapes. The Protective Monitoring & Response Team Leader (RMS TL) provides operational leadership within Crisis24 Private Strategic Group’s (PSG) Dallas command center. This role involves supervising real-time monitoring operations, guiding incident triage and response, and ensuring consistent situational awareness and reporting across assigned client portfolios. Beyond operational duties, the Team Leader acts as a people and process leader, supporting day-to-day operations, staffing, training, and performance management of Protective Monitoring & Response Specialists. The RMS TL is crucial for maintaining operational readiness, quality control, and adherence to PSG standards while serving executive-level clientele and high-profile environments globally. This position combines AI-driven surveillance technology with human judgment and team leadership, demanding steady decision-making under pressure, strong communication, and the ability to manage both operational outcomes and personnel performance in a 24/7 environment.
Requirements
- Bachelor’s degree or equivalent military, law enforcement, or security operations experience
- 3+ years of experience in a GSOC, command center, or similar operational environment, with demonstrated leadership or supervisory responsibilities
- Proven experience supporting executive or high-profile clients in high-stakes environments
- Strong leadership, interpersonal, and communication skills with the ability to guide teams under pressure
- Exceptional situational awareness, analytical thinking, and attention to detail
- Familiarity with AI-supported monitoring platforms, access control systems, and incident management tools
- Demonstrated ability to make sound, measured decisions in high-tempo environments
- Strong written documentation and reporting skills
- Proficiency with Microsoft Office and Google Suite
- Commitment to discretion, confidentiality, and client trust
- Flexibility to work variable shifts, including nights, weekends, and holidays
Responsibilities
- Oversee real-time monitoring of security systems, live video feeds, and AI-assisted alerting platforms to identify and assess potential threats
- Provide leadership-level review and validation of AI-generated alerts, ensuring accurate triage and escalation in accordance with PSG protocols
- Serve as an escalation point for incidents, supporting timely decision-making and coordinated responses
- Maintain situational awareness across assigned client portfolios, ensuring consistent, accurate communication during critical events
- Lead, mentor, and support Protective Monitoring & Response Specialists during shift operations
- Assist with staffing, scheduling, and day-to-day operational coverage to ensure continuity across a 24/7 operation
- Support payroll validation and timekeeping processes
- Provide coaching, feedback, and performance support aligned to PSG expectations and service standards
- Assist with shift handovers to ensure accuracy, continuity, and accountability
- Ensure professional, discreet, and effective communication with internal stakeholders, law enforcement, and external partners as required
- Support executive-level customer service interactions, maintaining the high-touch standards expected by PSG clientele
- Partner with PSG leadership to ensure consistent messaging, reporting accuracy, and operational alignment
- Support new agent training and onboarding, ensuring readiness and adherence to PSG procedures
- Assist with new client onboarding management and operational support
- Support licensing management for all operators, ensuring compliance with regulatory and client requirements
- Participate in ongoing training and procedural updates, reinforcing best practices and policy adherence
- Oversee the creation and quality of incident documentation, notifications, and operational reports
- Ensure accurate documentation of actions taken within incident management systems to maintain complete audit trails
- Support technology systems management, including routine health checks and operational audits of monitoring platforms
- Identify process or system issues and escalate as appropriate to leadership
- Leadership of real-time monitoring, threat assessment, and response operations within PSG’s Dallas command center
- Execution and oversight of escalation workflows, communication protocols, and operational standards
- Day-to-day operations management, including scheduling, staffing, and performance support
- Collaboration with PSG leadership to ensure consistency, compliance, and reporting accuracy
- Contribution to a 24/7 operational culture focused on accountability, precision, professionalism, and team development
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Number of Employees
501-1,000 employees
