Signpost / Responsive Information Services Management

The International Rescue Committee (IRC) is seeking a Signpost / Responsive Information Services Management professional to lead the strategic planning, implementation, and development of Signpost/RIS in Pakistan.

Major Responsibilities

• Lead the strategic planning, implementation, and development of Signpost/RIS in Pakistan, ensuring alignment with IRC priorities and program 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.

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.

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.

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.

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.

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,

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 programs,
• Familiarity with AI-enabled information services, chatbot implementation, automated response systems, or technology-supported client engagement