Safety And Crisis Support Manager

About IntouchCX

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.

About The Job

The Safety & Crisis Support Manager leverages a strong operational management background to lead the support structure for employees handling highly sensitive, critical, or distressing casework. This role is responsible for providing immediate emotional support and operational triage to employees affected by case exposure, ensuring team continuity, process compliance, and alignment with non-clinical well-being best practices.

As Safety & Crisis Support Manager, You Will…

• Act as the primary point of contact for emotional first response and operational triage when an employee experiences immediate distress due to casework.
• Proactively monitor and assess well-being risk indicators (e.g., changes in adherence, attendance, or productivity) across the specialized workforce to identify employees requiring immediate support.
• Manage the appropriate referral and escalation pathway for employees, directing them to professional care providers, EAP services, or HR support, strictly adhering to defined boundaries.
• Apply techniques related to psychological first aid (PFA) to stabilize employees immediately following exposure, focusing on practical support and resource connection, not therapy or counseling.
• Hold the authority to enforce immediate decompression and removal from the queue for employees who demonstrate significant distress or exhibit risk indicators.
• Possess the authority to temporarily stop or pause work on highly volatile cases to consult with leadership and stabilize the team environment.
• Ensure all operational policies regarding sensitive case workload, rotation, and mandatory breaks are strictly enforced and adhered to.
• Oversee the thorough and confidential documentation of all well-being interventions and referrals made, ensuring compliance with privacy guidelines.
• Advise Operations leadership on the psychological implications of new or evolving case types and policies, providing data-driven recommendations for risk mitigation.
• Collaborate with L&D to integrate PFA and stress management techniques into mandatory training for all case handlers and Team Leads.
• Act as an advocate for the psychological safety and occupational health of the specialized workforce, influencing resource planning and scheduling to protect employee longevity.
  
  

• Completion of post-secondary education (a major in Business or Commerce will be considered an asset).
• 3-5 years of experience as an Operations Manager or senior management role within a high-stakes, metrics-driven environment (e.g., BPO, Trust & Safety).
• Demonstrated ability to manage high-stress, real-time crises involving people and processes.
• Certification or proven training in Psychological First Aid (PFA) or a similar non-clinical emotional support framework.
• Proven ability to manage teams using direct authority (e.g., performance management, scheduling control) while maintaining high employee trust and engagement.
• Exceptional ability to deliver sensitive, calm, and clear communication under pressure, maintaining strict confidentiality.
• Familiarity with scaling mental health support across multiple shifts (24/7 operations).
• Experience in a non-clinical capacity, bridging clinical principles with operational demands.