Job Description

The Organization and Role

About Access Now 

Access Now is a growing international human rights organization dedicated to defending and extending the digital rights of users at risk around the world, including issues of privacy, security, freedom of expression, and transparency. Our policy, advocacy, technology, and operations teams have staff presences in Europe, Latin America, the Middle East/North Africa (MENA), North America, and South/Southeast Asia, to provide global support to our mission.

About this role 

The Director – Helpline leads a diverse team of highly talented and dynamic technologists, spread across multiple regions, providing direct 24/7 assistance on digital safety and protection to Civil Society’s most at-risk users around the globe. This is achieved through one of Access Now’s signature programs, the Digital Security Helpline.

The Director works closely with Access Now’s global Helpline Team of 20+ members to deliver timely, efficient and effective assistance to the Helpline beneficiaries in both emergency response and preventative efforts. Together with the Helpline’s management team, the Director organizes priorities and facilitates the response to the daily challenges and opportunities, while maintaining and preserving staff well-being.

The Director – Helpline is a senior management role within the Organization. The Director directly supervises regional managers and the Deputy Director – Helpline, and reports through Access Now’s Executive Director.

How you will impact the work

Helpline Management

• Oversee daily operations of the Helpline, including through the management of the Deputy Director, and regional managers in Costa Rica, Tunis and the Philippines
• Identify priorities and tactics to align with the Organization’s Strategic Vision to further the Helpline’s effectiveness and impact
• Coordinate the design, review, and continuous improvement of Helpline operational processes
• Drive performance management, professional development, and strong people-management practices to maintain a strong and resilient team
• Provide leadership and partnership in support of talent recruitment efforts
• Oversee the Helpline’s infrastructure maintenance and development in coordination with Access Now’s Security Operations team
• Manage and drive development of the Helpline annual budget

Organizational Leadership

• Shape Access Now’s strategic direction and organizational culture alongside the Organization’s other directors and senior leaders
• Collaborate with Access Now’s senior management in the development of key strategies that will further Access Now’s mission in defense of at-risk users
• Advise the Executive Director and the Organization on key issues including the overall strategic direction
• Support the development and execution of RightsCon events and gatherings
• Other duties or tasks as asked of you by the Executive Director

External Impact

• Undertake analysis of Helpline trends and issues, define metrics, and evaluate the Helpline’s team impact, including drafting of reports as required, particularly in support of the Development team
• Stay current with key trends, issues and threats faced by vulnerable communities supported by the Helpline
• Collaborate with other similar organizations and technologists on projects, initiatives and partnerships to maximize impact and outcomes
• Represent Access Now and the Helpline to external parties, including funders, partner organizations, and at conferences

Skills, education, and mindset you will bring

• Strong team management and project management skills with an ability to lead, manage, mentor, and motivate a multidisciplinary team in a complex and fluid environment
• Multiple years of relevant experience (digital security, incident response teams, and/or process-driven environments) in leadership positions, with progressively increasing levels of responsibility
• Cultural sensitivity and the ability to communicate with a wide range of people from around the world
• Management and leadership approach centered on transparency, integrity, equity and inclusion
• Able to build rapport, and maintain strong working relationships with internal and external stakeholders
• Demonstrable knowledge and technical understanding of security technologies, and the risks faced by at-risk users around the world
• Commitment to Access Now’s mission, and to Human Rights and social justice more broadly
• Excellent written and verbal communication skills in English, additional languages are a plus
• Ability to coordinate work with team members in different timezones
• Ability to travel internationally and domestically

The Details

Location

This is a full-time position, ideally aligned with our Berlin, Brussels, New York City, San José (CR), Toronto, Tunis, or Washington, DC presences. At this time most Access Now Team Members are working through hybrid office arrangements, combining remote at-home work with intermittent use of offices and/or co-working spaces. The successful candidate must possess the right to work in the location in which they will be based. We are unable to sponsor visas or relocations for this role.

Remuneration

Access Now offers competitive compensation in line with depth of preparation, skills and experience – and offers broad benefits packages aligned with our regions and office localities. While not exhaustive, the following are examples of anticipated initial placement within salary ranges, if filled within specific regions:

• Europe: between €6,400 and 7,600 EUR, gross monthly
• United States: between $7,100 and 8,500 USD, gross monthly

Benefits for this role generally include paid healthcare – medical, dental, and vision insurance – as well as access to supplemental retirement savings programs, among others. While specific compensation, supplementary insurance, and other benefits vary by region, all Access Now Team Members benefit from a strong global culture aligned around:

• Work-life balance…including a generous paid time-off program between 36 and 40 days annually
• Professional development and growth opportunities
• Extensive workplace flexibility
• Organizational resilience and support for all team members, including paid family leave and mental health/employee assistance programs
• Connection to a diverse, global team of passionate, principled professionals
• Opportunities to recharge (including one month of paid refresher leave after 4 years)

We are a global human rights organization committed to inclusivity and equity, and seek the most talented team members who bring their true selves, with diverse backgrounds, cultures, perspectives, and experiences. We are interested in receiving applications from people who consider themselves as under-represented in their talent communities. As an equal opportunity employer, we value and encourage diversity and consider applicants for all positions without regard to race, color, religion, creed, gender, sex, national origin, age, disability, marital or veteran status, sexual orientation, gender identity or expression, or any other legally protected status. Our commitment applies with regard to all aspects of one’s employment, including hiring, transfer, promotion, compensation, eligibility for benefits, and termination.

Published 2022-01-31

How to Apply

• Résumé/CV (removing allpersonally identifying information such as age, gender, marital status, address, and photo)
• Thoughtful cover letter outlining your suitability for our role, with particular attention to your experience aligning to the core management functions

Job Categories: Equal Opportunities. Job Types: Full-Time.

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