Signpost Manager

International Rescue Committee; Islamabad; On-site; PKR 3,500,000 - 5,200,000; Full time

Job summary

The International Rescue Committee (IRC) is seeking a senior professional to lead Signpost/RIS strategic planning and AI chatbot initiatives in Pakistan. The role requires coordinating with global technical teams, safeguarding protocols, and ensuring high-quality digital information delivery to affected communities.

You will manage a multidisciplinary team, align with IRC priorities, and contribute to program design, reporting, and donor communications.

Qualifications

• Master's degree in Sociology, Development Studies, Development Journalism, Mass Communication, Information Management, or a related field.
• Minimum five years of relevant professional experience in digital communications, information services, humanitarian programming, or a related field.
• Experience in team management, program coordination, digital platform management, and stakeholder engagement.
• Experience with NGOs/INGOs or humanitarian/development organizations is desirable.
• Experience in digital innovation, chatbot implementation, AI-enabled services, or technology-supported information delivery is an advantage.
• Strong leadership, planning, coordination, analytical, reporting, and presentation skills.
• Fluency in English and Urdu; knowledge of Sindhi or Pashto is advantageous.
• Ability to manage multiple priorities and work with national and international colleagues.

Responsibilities

• Lead Signpost/RIS strategic planning, implementation, and development in Pakistan.
• Oversee InfoYahan's digital platforms, content quality, user engagement, and timely information delivery.
• Supervise the Signpost/RIS team, monitor work plans and performance, and develop staff.
• Coordinate with sectoral and field teams to integrate RIS into programs and respond to community information needs.
• Monitor platform analytics, information trends, user feedback, and reporting to inform decisions.
• Contribute to project design, proposal development, and resource mobilization.
• Lead planning and coordination of the Signpost AI chatbot/virtual assistant pilot with global tech teams.

Education

Master's degree in Sociology

Tools

Zendesk

Job description

The International Rescue Committee (IRC) responds to the world's worst humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster. Founded in 1933 at the call of Albert Einstein, the IRC is one of the world's largest international humanitarian non-governmental organizations (INGO), at work in more than 40 countries and 29 U.S. cities helping people to survive, reclaim control of their future and strengthen their communities. A force for humanity, IRC employees deliver lasting impact by restoring safety, dignity and hope to millions. If you're a solutions-driven, passionate change-maker, come join us in positively impacting the lives of millions of people world-wide for a better future.

Major Responsibilities

Signpost / Responsive Information Services Management

• Lead the strategic planning, implementation, and development of Signpost/RIS in Pakistan, ensuring alignment with IRC priorities and program’s objectives,
• Oversee InfoYahan's digital platforms, content quality, user engagement, and timely provision of accurate, verified, and accessible information,
• Supervise the Signpost/RIS team, monitor work plans and performance, and support staff capacity development,
• Coordinate with sectoral teams, field teams, and relevant stakeholders to integrate RIS into program activities and respond to community information needs,
• Oversee platform analytics, information trend analysis, user feedback, and program reporting to inform decision-making and improve service delivery,
• Monitor implementation against approved work plans, targets, and deliverables, and contribute to project design, proposal development, and resource mobilization,

AI Chatbot / Virtual Assistant Project Management

• Lead the planning, coordination, and implementation of the Signpost AI chatbot/virtual assistant pilot in collaboration with global technical teams and relevant IRC stakeholders,
• Oversee the development and maintenance of the chatbot knowledge base, scripted responses, risk taxonomies, escalation criteria, and related operational procedures,
• Coordinate with Protection and relevant sectoral teams to ensure appropriate safeguards, referral pathways, privacy measures, and data protection protocols,
• Oversee community consultations, chatbot testing, simulations, protection reviews, and quality assurance to identify and address safety and performance issues before and during deployment,
• Ensure appropriate human monitoring, prioritization of escalated cases, and regular review of chatbot interactions during the pilot,
• Monitor chatbot performance, document lessons learned and recommend improvements and progression to subsequent deployment phases in accordance with applicable safety assessments and approval processes,
• Coordinate reporting, ongoing technical support, and transition arrangements with the global team.

Protection, Accountability, and Compliance

• Ensure Signpost/RIS and AI-enabled services comply with IRC policies on safeguarding, data protection, information security, and confidentiality,
• Promote trauma-informed, inclusive, and user-centred communication and ensure sensitive or high-risk queries are escalated through approved procedures,
• Promote accountability to affected communities by incorporating user feedback into service improvements,
• Ensure the security of organizational documents and assets and comply with other IRC policies and responsibilities.

Key Working Relationships

• Position Reports to: Protection Coordinator/ Team Lead
• Direct Reports: Signpost/RIS Officer and other Signpost/RIS team members, as per the approved organizational structure.
• Internal Coordination: Protection, relevant sectoral and technical teams, field teams, MEAL, program management, and global Signpost/AI technical teams, as applicable.

Knowledge and Experience

• Master's degree in Sociology, Development Studies, Development Journalism, Mass Communication, Information Management, or a related field.
• Minimum five years of relevant professional experience in digital communications, information services, media, humanitarian programming, or a related field.
• Demonstrated experience in team management, program coordination, digital platform management, and stakeholder engagement.
• Experience working with NGOs/INGOs or other humanitarian or development organizations is desirable.
• Experience in digital innovation, chatbot implementation, AI-enabled services, or technology-supported information delivery is an advantage.
• Proven Skills and Competencies: Strong leadership, team management, planning, and coordination skills.
• Excellent analytical, reporting, documentation, and presentation skills.
• Ability to manage competing priorities, meet deadlines, and address operational challenges.
• Strong understanding of digital communication, content quality assurance, and user-centred information delivery.
• Ability to coordinate multidisciplinary teams and translate technical guidance into practical operational processes.
• Demonstrated understanding of protection-sensitive communication, confidentiality, safeguarding, and responsible data management.
• Ability to use data, analytics, and user feedback to inform programme decisions and service improvements.
• Strong problem-solving, decision‑making, and interpersonal skills.
• Ability to work effectively with national and international colleagues and manage relationships across multiple teams, Familiarity with digital engagement, content management, and ticketing platforms such as Zendesk is an advantage, Understanding of chatbot monitoring, AI quality assurance, risk escalation, and technology‑related safeguarding is desirable.
• Language Skills: Fluent professional‑level speaking, reading, and writing in English and Urdu, Knowledge of relevant local languages, including Sindhi or Pashto, is an advantage depending on program requirements, Ability to communicate effectively in professional settings, prepare reports and presentations, review technical information, and coordinate with national and international colleagues.

Preferred Experience & Skills

• Experience managing digital information platforms or responsive information services in humanitarian or development contexts,
• Experience integrating digital communication and information services into sectoral program,
• Familiarity with AI‑enabled information services, chatbot implementation, automated response systems, or technology‑supported client engagement,
• Experience coordinating with technical teams on data protection, privacy, risk mitigation, or safeguarding,
• Familiarity with social media analytics, digital performance monitoring, and evidence‑based program adaptation,
• Experience contributing to project design, proposal development, budgeting, and donor reporting,
• Knowledge of Zendesk or similar ticketing systems and content management platforms,
• Understanding of community consultation methods, user feedback mechanisms, and participatory approaches to service design.

Working Environment

Works well in and promotes teamwork, is flexible and able to handle reasonable deadlines.

Professional Standards

All International Rescue Committee workers must adhere to the core values and principles outlined in IRC Way - Standards for Professional Conduct. Our Standards are Integrity, Service, Equality and Accountability. In accordance with these values, the IRC operates and enforces policies on Safeguarding, Conflicts of Interest, Fiscal Integrity, and Reporting Wrongdoing and Protection from Retaliation. IRC is committed to take all necessary preventive measures and create an environment where people feel safe, and to take all necessary actions and corrective measures when harm occurs. IRC builds teams of professionals who promote critical reflection, power sharing, debate, and objectivity to deliver the best possible services to our clients.