Shift Supervisor

About Citizen

Citizen is the No. 1 public safety app in the U.S., with a mission to make the world a safer place. Citizen provides 911 alerts so people can use their phones to keep themselves, and the people and places they love, safe. Citizen has notified people to evacuate burning buildings, deterred school buses from nearby terrorist attacks, and led to the rescue of kidnapped children and missing people. 

Citizen’s 911 alerts are accompanied by live stories, real-time updates, and user-generated content so app users never have to wonder why there are helicopters overhead or fire engines passing by. By broadcasting from the scene of an incident, communicating with one another, and reading live updates, communities are empowered by Citizen. We act fast, break news, and give people the immediate information they need to stay safe. And we’re just getting started.

Our paid products—Citizen Protect and Citizen Plus, enhance the Citizen experience by offering users powerful features like police scanner radio, historical incidents, custom alerts zones, and access to a digital guardian 24/7 help. Subscribers have used Citizen Protect to de-escalate tense domestic situations, guide emergency response to remote hiking locations, travel safely on late-night walks and Ubers.

Already relied on by millions of people every day, Citizen will expand even further across the United States this year to keep more users safe and informed. We’re looking for hardworking, mission-driven individuals to help bring Citizen to hundreds of cities nationwide.

Citizen is backed by 8VC, Founders Fund, Goodwater Capital, and Greycroft and has raised $100M+ in VC funding.

About the Role

Shift Supervisors play a crucial role in overseeing one of three 24/7 shifts of Mission Control Analysts who are responsible for processing first responder audio to generate Citizen incidents. As a Shift Supervisor, you are accountable for the real-time management and performance of your team during your designated shift. This includes overseeing all real-time decisions, monitoring key metrics, identifying trends, and ensuring incidents are processed and distributed efficiently. You will mentor and develop your team by conducting regular 1:1s, providing feedback, and holding team members accountable for both qualitative and quantitative output. Reporting into the Senior Manager of Mission Control, you will help drive the execution of major initiatives that align with the company's growth objectives.

Shift

Work Week & Schedule: Sunday - Thursday from 5am - 2pm EST (Off Friday/Saturday) with daily one hour meal break. This schedule is subject to change. 

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

Requirements

• 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

Salary Range & Benefits

The below represents the expected salary range for this position in one of our three hubs: New York, NY, San Francisco, CA or Los Angeles, CA. We take a number of factors into account when determining compensation including your location, experience, and other job-related factors.

Salary Range: $80,000-$85,000 annually + equity + benefits

Citizen offers a competitive benefits package including medical, dental, vision, flexible spending accounts, paid time off, company holidays, stock option plan, commuter benefits, and various wellness perks.

Citizen is proud to be an equal opportunity employer. We provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, veteran status, or any other protected class.