Manager, Emergency Response & Monitoring

Summary

Join Blackline Safety as a decisive leader to guide the day-to-day operations of our Safety Operations Center (SOC). Lead a distributed team of emergency response specialists, overseeing emergency protocols and incident coordination. Manage scheduling, shift planning, and payroll support to ensure 24/7 operational readiness. Resolve escalated customer issues, monitor key performance data, and lead process enhancements. The ideal candidate has experience managing remote teams in fast-paced environments and excels at triaging complex situations. Passion for delivering exceptional customer outcomes is essential.

Requirements

• Background in crisis response, triage, dispatch, or incident management
• Experience leading remote or hybrid teams in a fast-paced, service-driven environment
• Strong problem-solving and communication skills—calm, clear, and confident
• Customer-first mindset with a drive for quality and continuous improvement
• Comfortable working flexibly, including occasional after-hours support

Responsibilities

• Lead a distributed team of emergency response specialists and shift leads, driving performance, connection, and engagement
• Oversee emergency protocols, triage escalation, and live incident coordination—ensuring timely, calm responses
• Manage scheduling, shift planning, and payroll support to ensure 24/7 operational readiness
• Resolve escalated customer issues with empathy and efficiency, collaborating cross-functionally to drive improvement
• Monitor key performance data and operational logs to identify trends and lead process enhancements

Preferred Qualifications

Bilingual in English and French, or experience in safety or emergency tech