Job Description

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 https://www.crisis24.com/careers

This position operates on-site in Addison, TX. This is not a Cybersecurity position.

The Protective Monitoring & Response Specialist is responsible for real-time monitoring, incident triage, and situational awareness reporting from Crisis24 Private Strategic Group’s (PSG) Dallas command center. This position supports the identification and escalation of security, safety, and reputational risks impacting client environments worldwide.

The role combines AI-driven surveillance technology with live human assessment, enabling early detection and rapid, informed response to emerging threats. Specialists must demonstrate exceptional attention to detail, composure under pressure, and the ability to synthesize multiple sources of information into accurate, timely outputs.

As PSG represents a discreet, high-touch service line supporting executives and high-profile clientele, customer service management at the executive level is essential. Specialists must consistently exhibit professionalism, discretion, and the refined communication skills required to support and interact with senior leaders, high-net-worth individuals, and their extended teams.
Essential Functions Include:
• Security Systems Oversight: Monitor systems, live video feeds, and AI-assisted alerting platforms to identify and assess potential threats.
• Alert Escalation: Validate AI-generated alerts through human analysis and escalate credible concerns per PSG protocols by triaging incoming alerts and following established workflows for escalation, response, and reporting.
• Communication: Maintain situational awareness across assigned client portfolios, ensuring timely and accurate communication of critical events by answering inbound calls and coordinating with internal stakeholders, law enforcement, and external partners as required.
• Incident Documentation: Draft concise incident summaries, notifications, and operational reports in alignment with PSG documentation standards. Accurately document all actions taken in incident management systems to maintain complete audit trails.
• Training: Participate in ongoing training and procedural updates to sustain readiness and compliance with PSG standards. Support shift handovers, ensuring operational continuity and data accuracy.
What You Will Work On:
• Real-time monitoring, threat assessment, and response operations within PSG’s Dallas command center.
• Execution of escalation and communication protocols to ensure rapid awareness and coordinated action.
• Collaboration with PSG leadership to maintain operational alignment and reporting accuracy.
• Verification of AI-assisted alerts to ensure accurate human oversight and decision quality.
• Contribution to a 24/7 operational culture centered on accountability, precision, and professionalism.
What You Will Bring:
• Bachelor’s degree or equivalent military, law enforcement, or security operations experience.
• 2+ years of experience in a GSOC, command center, or similar operational environment.
• Demonstrated experience providing customer service and issue resolution at the executive or high-profile client level.
• Exceptional interpersonal and communication skills, with the ability to deliver precise, calm, and professional responses under pressure.
• Strong analytical and situational awareness abilities with an exceptional attention to detail.
• Familiarity with AI-supported monitoring platforms, access control systems, and incident management tools.
• Proven ability to remain composed and make sound, measured decisions in high-tempo environments.
• Strong written documentation skills, with a focus on accuracy and professionalism.
• Proficiency with Microsoft Office and Google Suite applications.
• Commitment to discretion, confidentiality, and client trust.
• Flexibility to work variable shifts, including nights, weekends, and holidays.
Work Environment:
• With or without reasonable accommodation, this role requires the ability to perform essential duties in a fast-paced, high-focus command center environment.
• Regular use of multiple monitoring and communication platforms.
• Extended periods of sitting while maintaining sustained vigilance.
• Frequent communication with internal and external stakeholders during critical incidents.
• Handling of confidential and sensitive information with discretion and integrity.
• Adaptability to evolving priorities, emerging threats, or operational demands.
Additional Benefits
• Medical, Dental, Vision, and Life Insurance, Competitive 401k
• Employee Assistance Program (EAP).
• Paid time off
• Professional development assistance

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.