Analyst / Case Manager

Analyst / Case Manager with Anonymous Risk Advisory Firm

Location: Remote or NYC (with occasional travel)

Job Type: Part-time at $40/hr, with opportunity to transition to full-time

Reports to: COO, CEO

Works Closely With: The entire firm (5 staff/10 consultants)

 

Overview 

The Analyst / Case Manager is the primary point of contact and steady presence for the firm. This role sits at the center of the firm's "primary care" security model, guiding clients through complex, high-stakes situations across multiple concurrent engagements with clarity, empathy, and discipline. The Analyst / Case Manager brings a trauma-informed lens to every client interaction, recognizing that the circumstances that bring clients to the firm often carry significant emotional and psychological weight. This is a high-trust, high-judgment position that requires emotional maturity, sound operational instincts, and the ability to hold steady when clients cannot. 

 

Roles and Responsibilities 

Client Relationship and Communication

The Analyst / Case Manager is the calm, consistent, trusted liaison between clients, firm leadership, and partners. They are responsible for managing these relationships with discretion, clarity, and care across all active engagements. 

• Serve as the primary point of contact for clients across multiple concurrent cases, maintaining a steady, professional presence throughout each engagement 
• Communicate clearly, compassionately, emphatically, and professionally with clients, some of whom might be navigating high-stress or crisis situations 
• Develop a nuanced understanding of each client, including their mission, organizational structure, communication preferences, cadence, and circles of trust, and adapt accordingly 
• Shepherd clients across internal teams and partners, sharing only what each stakeholder needs to know and maintaining strict confidentiality throughout 
• Establish secure communication channels, educate clients about these channels where needed, and set appropriate response expectations at the start of each engagement 
• Regularly assess each client's emotional state and adjust communication style and cadence as circumstances evolve, maintaining consistent, timely responsiveness that signals to the client they are held and not forgotten 

 

Case and Service Coordination

The Analyst / Case Manager oversees each of its assigned client engagements from the start of the engagement through its conclusion, coordinating across multiple service domains and ensuring that handoffs between internal teams and external partners are timely, clear, and well-documented. 

• Coordinate delivery of services across the following: cyber, digital, data security; physical security and executive protection; investigative research; mental, psychosocial, and emotional support; legal advice; strategic communications and crisis management 
• Ensure timely handoffs between internal teams and partners
• Maintain real-time case documentation (e.g., dossiers, notes, etc.) so that relevant team members have real-time insight into the status of an engagement

 

Project Velocity and Milestone Management 

The Analyst / Case Manager functions as the active support lead and operational anchor for client engagements, proactively monitoring momentum and acting as the first line of defense against slowdowns. 

• Monitor progress across all active engagements, identifying potential slowdowns before they impact milestones and escalating stalled projects and critical issues to leadership promptly, with ideas for potential solutions and enough context to enable fast, informed decisions 
• Conduct focused check-ins with clients to understand their responsiveness, internal capacity, and other factors that may be impacting the work 
• Develop a working understanding of each client's operational rhythm to set realistic expectations and optimize service delivery 
• Escalate stalled projects and critical issues to leadership promptly, with enough context to enable fast, informed decisions

 

Operational Execution

The Analyst / Case Manager maintains the operational discipline required to keep engagements moving forward, documentation current, and leadership informed. 

• Track case progress, milestones, and blockers using project management tools (including Asana) and secure communications platforms 
• Maintain clear, comprehensive documentation of case status and next steps at all times
• Escalate concerns, scope changes, or ethical issues promptly to leadership 
• Develop and maintain reusable checklists, case notes, and standard operating procedures to support consistency and coverage across the team 

 

Process Improvement and Team Collaboration

The Analyst / Case Manager is an active contributor to the firm's operational evolution, not just a practitioner of existing processes. 

• Provide ongoing feedback on workflows, tools, and the client experience 
• Participate in training and professional development, including areas such as emotional intelligence, security best practices, and legal literacy. Review “Professional Development” and “Tech Setup” documents regularly 
• Contribute to refining the firm's care and service delivery standards 
• Bring their unique subject-matter expertise to bear on engagements with clients, and collaborate with peer networks to inform the engagement and ensure seamless support.

• Proven track record of excellent customer service and clear, empathetic communication
• Excellent emotional intelligence, ideally familiar with trauma-informed care
• Demonstrated track record of having sound judgment and discretion
• Proactive problem-solving and initiative
• Organized, detail-oriented, and experienced in managing complex projects.
• Able to work through conflict directly in ways that build trust and relationships. 
• Entrepreneurial, flexible team player who can think experimentally and take a continuous learning approach to the work. 
• Exceptional written, oral, interpersonal, and presentation skills.
• Ability to work periodically on weekends and evenings, and to travel as needed.
• Confidentiality, integrity, curiosity, and a sense of humor.
• Experience in the Security Industry is a plus.