Operations Manager Assistance

Everbridge; United Kingdom; Remote; GBP 70,000 - 95,000; Full time

Job summary

Everbridge seeks an Operations Manager Assistance to oversee 24/7 medical and travel assistance services from a remote UK base. You will lead frontline performance, workforce planning, and escalations across the First Response team, coordinating with clinical, claims and commercial colleagues.

You will drive service delivery, quality, compliance and cost control, manage budgets, and provide senior leadership with reporting on staffing, case volumes, response times and risks.

Qualifications

• Degree or equivalent professional experience.
• Experience leading a 24/7 operation in medical assistance, travel, or health insurance.
• Understanding of assistance and claims operations, including repatriation, evacuation, delegated authority, client SLAs and regulatory requirements.
• Experience in people leadership, workforce planning, quality improvement, complaint handling, incident management and change delivery.

Responsibilities

• Lead service delivery of medical and travel assistance operations, including air ambulance and repatriations.
• Manage Team Leaders, Supervisors, Case Managers and Coordinators; oversee scheduling and surge capacity.
• Oversee complex cases with timely triage and escalation; support major incidents and business continuity.
• Coordinate care with medical professionals, clients and partners to arrange safe transfers.
• Manage client reviews, audits and governance; lead escalated complaints and reporting.
• Maintain quality and compliance through policies, case and call reviews, audits and risk management.
• Support new clients, products and systems; provide reporting on staffing, volumes and costs.

Skills

People leadership

Workforce planning

Quality improvement

Complaint handling

Incident management

Change delivery

Fluent English

24/7 operation experience

Education

Relevant degree

Tools

Case management systems

Telephony systems

Workforce management tools

Reporting systems

Job description

Everbridge, a global leader in critical communications, has a fantastic opportunity for an Operations Manager Assistance to oversee our 24/7 medical and travel assistance services. This is a remote/home-based position that can be based anywhere in the UK.

Role purpose

Lead the safe, timely, customer-focused and cost-effective delivery of assistance services, from the first notification through treatment coordination, transport, evacuation, repatriation or case closure.

You will lead frontline performance, workforce planning, people management, escalations, quality and service resilience across the First Response team. You will work closely with clinical, claims, network and commercial colleagues. Clinical decisions remain the responsibility of the medical team, the Chief Medical Officer and the Deputy Chief Medical Officer.

What you'll do:

• Lead service delivery: Manage daily medical and travel assistance operations, including air ambulance, commercial flight repatriations and insurance-related cases. Ensure teams meet client SLAs, KPIs and requirements for response times, case progression, handovers, documentation and billing.
• Lead and develop the team: Manage Team Leaders, Supervisors, Case Managers, Administrators and Medical Assistance Coordinators. Oversee recruitment, training, performance, scheduling, capacity planning and surge cover.
• Oversee complex cases: Ensure clear ownership, timely triage and appropriate escalation of critical, high-value, security, evacuation, repatriation and VIP cases. Support major incidents and business continuity responses. Monitor costs and financial exposure, escalating decisions beyond your authority.
• Coordinate care and providers: Work with medical professionals, clients and assistance partners to arrange safe transfers and repatriation. Monitor provider quality, availability, responsiveness, capacity and cost.
• Manage clients and service recovery: Support client reviews, audits and governance. Lead escalated complaints and appeals, ensuring timely resolution and accurate reporting.
• Maintain quality and compliance: Embed operational policies and procedures, oversee case and call reviews, support audit readiness, manage incidents and risks, and drive continuous improvement.
• Support change and reporting: Help deliver new clients, products, processes and systems. Provide senior leaders with clear reporting on staffing, case volumes, response times, backlogs, SLAs, quality, complaints, costs, provider performance and emerging risks.

What you'll bring:

• A relevant degree or equivalent professional experience.
• Experience leading a 24/7 operation in medical assistance, travel or health insurance, or complex claims.
• Understanding of assistance and claims operations, including repatriation, evacuation, delegated authority, client SLAs and relevant regulatory requirements.
• Experience in people leadership, workforce planning, quality improvement, complaint handling, incident management and change delivery.
• Calm, empathetic and decisive, with sound judgement in time-critical situations.
• Strong communication, data and financial skills, with the ability to build trusted relationships across clients, providers and internal teams.
• Experience with case-management, telephony, workforce-management and reporting systems.
• Fluent English; additional languages are desirable.
• Availability for rostered on-call and critical-incident support, with occasional travel.
• Qualifications in quality, continuous improvement, project or change management are desirable.

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About Everbridge

Everbridge empowers enterprises and government organizations to anticipate, mitigate, respond to, and recover from critical events. In an unpredictable world, resilient organizations protect their people and operations, adapt under pressure, and return to productivity faster. Our Critical Event Management (CEM) technology combines intelligent automation with comprehensive risk intelligence to help organizations strengthen resilience, keep people safe, and maintain operations.

Learn more at everbridge.com, explore the Everbridge blog, and connect with us on social media.

Equal Employment Opportunity

Everbridge is an Equal Opportunity Employer. We consider all qualified applicants for employment without regard to race, color, creed, religion, national origin, ancestry, age, sex, pregnancy, sexual orientation, gender identity or expression, disability, protected veteran status, genetic information, marital status, or any other characteristic protected by applicable federal, state, or local law.

Employment Practices

Everbridge does not require or administer lie detector (polygraph) tests as a condition of employment or continued employment. In Massachusetts, it is unlawful to require or administer a lie detector test as a condition of employment or continued employment. Employers who violate this law may be subject to criminal penalties and civil liability.