After Hours Manager – Home Care Operations

Zohorecruit; Philippines; Remote; PHP 600,000 - 900,000; Part time

Job summary

SallySupport is seeking an experienced After Hours Manager in the Philippines to lead an after-hours ops team serving US and Canada clients. You will own day-to-day operations, develop the team and maintain service standards across urgent situations.

The role requires independent decision-making and strong communication skills. You’ll collaborate with the Director of Operations, supervise on-call coverage, and drive continuous process improvements while working a US-aligned after-hours schedule

Qualifications

• Experience leading or supervising a team in after-hours, on-call or 24/7 ops.
• Background in home care, healthcare, caregiver scheduling, customer support or operations is preferred.
• Excellent written and spoken English communication skills.
• Strong customer service, relationship management and coaching abilities.
• Ability to coach, hold people accountable and act with professional judgment.
• Comfortable working remotely with US-based clients or teams.
• Based in the Philippines and aligned to a US after-hours schedule.
• Willing to work one regular weekend day (Saturday or Sunday) weekly.

Responsibilities

• Lead and provide day-to-day oversight of the Philippines-based after-hours team.
• Manage and coordinate the on-call schedule with the Director of Operations.
• Ensure coverage across all required after-hours periods.
• Monitor response times, service quality and team performance.
• Conduct regular individual and team check-ins.
• Coach and develop team members to improve communication, judgement and performance.
• Set clear expectations and hold team members accountable with support.
• Act as escalation point for complex or urgent after-hours situations.
• Handle emergencies and make sound operational decisions.
• Identify errors and process gaps and drive corrective action.
• Support continuous improvement of after-hours processes and communication.
• Work one regular weekend day each week as part of your schedule.

Skills

Team leadership

Remote work

Healthcare awareness

English communication

Job description

After Hours Manager – Home Care Operations

SallySupport is a remote staffing company dedicated to helping home care agencies across the United States and Canada build stronger, more efficient teams through embedded remote professionals. We recruit, thoroughly vet, train, and support exceptional talent who integrate seamlessly into our clients' operations as an extension of their existing teams. From administrative support and scheduling to bookkeeping, HR, executive assistance, and operational roles, SallySupport delivers reliable professionals backed by structured onboarding, ongoing performance support, and a commitment to long-term client success.

Job Description

This is a remote position.

Job Description

SallySupport is looking for an experienced After Hours Manager based in the Philippines to lead an after-hours operations team supporting a growing U.S. home care organisation.

The after-hours team provides critical operational support across four offices representing approximately 16,000 weekly service hours. This is a hands‑on leadership role for someone who can take ownership of the day-to-day operation, lead and develop the team, maintain service standards and confidently manage urgent situations and escalations.

You will work closely with the Director of Operations while being trusted to independently manage routine operational matters and ensure the after-hours function runs effectively.

Key Responsibilities

• Lead and provide day-to-day oversight of the Philippines-based after-hours team.
• Manage and coordinate the on-call schedule in partnership with the Director of Operations.
• Ensure appropriate coverage is maintained across all required after-hours periods.
• Monitor response times, service quality and overall team performance.
• Conduct regular individual and team check‑ins.
• Coach and develop team members to improve communication, judgement and operational performance.
• Set clear expectations and hold team members accountable while providing appropriate support.
• Act as an escalation point for complex or urgent after‑hours situations.
• Confidently manage emergency situations and make sound operational decisions.
• Troubleshoot operational issues independently and determine when senior‑level escalation is required.
• Identify errors, recurring issues and process gaps and ensure corrective action is taken.
• Support continuous improvement of after-hours processes and communication.
• Work one regular weekend day each week (Saturday or Sunday) as part of your normal schedule.

Our Core Value – We Genuinely Care

We are looking for a leader who genuinely cares about clients, caregivers, team members and business results.

For us, genuine care means supporting people while maintaining high standards, taking ownership when something goes wrong, solving problems proactively and understanding the impact our work has on the people receiving care.

This role requires someone who can balance empathy and support with accountability and operational excellence.

Requirements

What We're Looking For

• Previous experience leading or supervising a team, preferably within after‑hours, on‑call or 24/7 operations.
• Previous experience in home care, healthcare, caregiver scheduling, customer support or operations is strongly preferred.
• Extensive after‑hours support experience would be highly advantageous.
• Excellent written and spoken English communication skills.
• Strong customer service and relationship‑management skills.
• Experience coaching team members and managing performance.
• Confidence holding people accountable while remaining supportive and professional.
• Strong judgement and the ability to make decisions independently.
• Ability to remain calm and organised during urgent or high‑pressure situations.
• Strong problem‑solving and troubleshooting skills.
• Excellent attention to detail with the ability to identify and correct errors.
• A proactive, ownership-driven approach to work.
• Experience working remotely with U.S.-based clients or teams would be advantageous.
• Must be based in the Philippines.
• Must be comfortable working a U.S.-aligned after‑hours schedule.
• Must be available to work one regular weekend day (Saturday or Sunday) each week.
• Must be comfortable working as an Independent Contractor.

Remote Working Requirements

Candidates must have:

• A dedicated and professional home workspace.
• A reliable computer suitable for full‑time remote work.
• Stable high‑speed internet connectivity.
• Reliable backup internet.

This role is best suited to an experienced leader who doesn't simply escal…