Delivery Modalities Manager

About Crisis24

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, allowing prominent organizations, disruptive brands and influential people to operate with confidence in an uncertain world. 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 Delivery Modalities Manager is responsible for the end-to-end management, performance, and maintenance of all customer-facing delivery modalities used in Crisis24's product platforms. This role oversees the operational health of delivery channels, ensures compliance with international and country-specific regulations, manages key vendor relationships, and drives continuous improvement in delivery efficiency, cost, and reliability. This includes interacting with vendors and carriers, ensuring high-quality documentation is available to customers, ensuring internal support processes are efficient, and ensuring internal teams have adequate training to fulfil their role in internal support processes.

The ideal candidate is a proactive leader who can balance day-to-day operational management with long-term strategic planning to ensure our delivery capabilities meet both current and future business needs. They possess the drive for finding solutions and efficiencies throughout the delivery modalities domain to the benefit of Crisis24 and its customers, and exhibit a passion for excellent customer experiences. They will also be able to communicate and build relationships with all levels of the business from senior leadership to technical engineers. A working expertise of telecommunications in a SaaS solution is advantageous.

What You Will Work On

• Process Management: Own processes and procedures for managing and maintaining delivery modalities, including driving implementation and improvement of such processes, maintaining suitable documentation thereof, and ensuring training of applicable personnel throughout the organization as needed.

• Operational Management: Oversee the operational health of delivery modalities (e.g., SMS, email, voice etc). This includes managing and maintaining all required registration documents, approvals/exemptions, and coverage documentation at organization-, product-, and client-specific levels as appliable.

• Client Support and Issue Resolution: Act as a point of escalation for reported delivery issues, providing expert support and coordinating with internal teams and vendors to ensure timely resolution. Lead resolution of complex and/or chronic delivery issues, partnering with the appropriate partners internally and externally.

• Performance Monitoring & Optimization: Continuously monitor and analyze key performance metrics, including message delivery 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 leading negotiations for pricing and service-level agreements, evaluating and onboarding new vendors, and managing the vendor lifecycle. Additionally, maintain a clear understanding of what is entailed with provisioning for each vendor, with well-maintained and easy-to-follow documentation that can be used for client-specific and other provisioning needs.
• 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. Where possible, this should be a proactive process, ensuring that we are ready for such changes before they take effect; where reactive, respond rapidly to minimize negative impact to message delivery and our customers' experience.
• Cost Management: Monitor vendor costs and coordinate internal pricing, packaging, and billing changes as needed. Identify opportunities for cost savings through negotiation and optimization.
• People Management: Effectively manage a team of Delivery Modality Specialists, who support you with these key responsibilities.
• Innovation: Foster a culture of innovation and continually seek opportunities to improve the efficacy of delivery modality management, for the successful support of our client needs and internal operational and cost efficiencies.
• Other duties as assigned.

What You Will Bring

• Proven experience in a leadership role within operations, delivery, or a related field.
• Deep understanding of delivery modalities such as SMS, email, and/or voice.
• Strong analytical skills with the ability to interpret performance data and make data-driven decisions.
• Strong negotiation and vendor management skills.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate and communicate with internal teams (both business and technical), vendors/partners and customers.
• Experience navigating complex international regulations and compliance requirements.
• Ability to work well in high-pressure situations and to successfully handle challenging situations efficiently and effectively.
• Proactive problem-solver with a strong sense of ownership and accountability.

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.