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 flying 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.

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. Citizen’s newest product, Protect, is a premium subscription safety offering that is already helping thousands of users stay safe. We’re looking for hardworking, mission-driven individuals to help bring Citizen to tens of millions of people worldwide.

Citizen is backed by Sequoia Capital, 8VC, Founders Fund, Goodwater Capital, and Greycroft and has raised tens of millions in VC funding.

About the Role

We are seeking a VP of Mission Control to lead our Mission Control function, the 24/7 incident creation team that is the heart of the Citizen App. This is the largest organization at Citizen with over 100 people, and a unique operation that combines analog media and cutting edge technology, powered by people. 

This person is an analytics-oriented operator, obsessed with moving the metrics that save lives every day. They will be relentlessly focused on org structure, making sure the processes and people match the strategy. Passionate about public safety and the transparency of information, you will provide creative oversight to a team of people that deliver real-time information to millions of people.

The role requires a seasoned people leader, with a relentless pursuit of accuracy, depth, humility, and innovation, enhanced by a combination of best practices and a vision for the future. The VP of Operations will report directly to our Chief Business Officer.

Responsibilities

  • Lead and manage the daily operation of Citizen’s 100+ person, 24/7 Mission Control team to guide national and local safety and news coverage for millions of users. 
  • Supervise the standards and best practices of 1,000s of incidents created daily by the Mission Control team.
  • Directly manage teams supporting video and content moderation, incident follow-through and support for Citizen Protect through our team of on-demand Safety Agents. 
  • Oversee and work daily with the team’s Director and Operations Managers across multiple shifts to lead and coordinate local safety alerts and major breaking news stories 24/7, and lead on-demand safety response through Citizen Protect. 
  • Facilitate communication and collaboration across different teams focused on specific domains, e.g. police, fire, ems, weather, COVID-19, natural disasters, local news, and more.
  • Be a champion for an innovative, diverse, and highly-collaborative team culture that promotes solution-driven idea generation, open communication, and teamwork.
  • Recruit, develop, train and retain talent throughout the Mission Control team. 
  • Identify effective and efficient approaches and processes across the daily operation and help the team iterate on these practices to constantly promote growth and progress.
  • Manage and allocate resources to achieve strategic, operational, and budgetary goals.

Qualifications

  • A proven people leader with 10+ years of experience managing a large (100+ person) 24/7 operations center, newsroom, or other high intensity operation where seconds matter. 
  • Demonstrated leadership skills with proven ability to effectively manage, lead, and develop a diverse team of people into a cohesive high-performing team.
  • Prior experience managing large remote teams, while building strong relationships as an organizational culture driver.
  • Highly collaborative and a superior communicator with strong personal credibility to build trusted relationships and influence and achieve buy-in across levels and audiences.
  • Proven ability to make decisions on editorial judgment, daily content, complex operations and logistics in a fast-paced environment.
  • Strong operational background and a track-record of analytically setting goals and then leading, inspiring, and motivating others to deliver and measuring results.
  • Flexible and open to constantly-changing priorities and managing multiple tasks simultaneously within tight time frames.
  • Ability to think outside the box, innovate, and lead the team through periods of rapid growth.

 

Citizen is a fully-distributed team that offers a competitive benefits package including medical, dental, vision, flexible spending accounts, paid time off, company holidays, stock options, and various wellness perks.

Citizen is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all.

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