Emergency Rescue Services Operations Leader

GLOBAL RESCUE PACIFIC LLC PHILIPPINES; Metro Manila; On-site; PHP 900,000 - 1,200,000; Full time

Benefits offered by this job

Bonus

Benefits

Job summary

Global Rescue Philippines is seeking an Associate Manager, Member Services to lead a remote/satellite customer service office. You will oversee a multi-functional team including Supervisors, a Product Trainer, and a QA Specialist to maintain high-quality, timely rescue coordination and customer support in high-pressure situations.

You will direct operations, drive training and quality, manage escalations, and collaborate with medical, security, and intel teams to ensure service excellence.

Qualifications

• It is preferred to hold a Bachelor's degree in Business Administration, Communications, or a related field.
• 5+ years of experience in customer service or contact center operations.
• 2–3 years in a leadership role managing supervisors or multiple functional roles.
• Experience in emergency services, logistics, dispatch, or rescue operations is highly preferred.
• Strong leadership, crisis management, and decision-making skills.
• Excellent communication and stakeholder management abilities.
• Proficiency in CRM systems, workforce management tools, and reporting platforms.
• Flexibility for shift work, including nights, weekends, and holidays.

Responsibilities

• Oversee daily operations of the satellite customer service office, ensuring 24/7 readiness if required.
• Lead and mentor Supervisors; oversee Product Trainer and QA Specialist.
• Conduct regular performance reviews, coaching, and succession planning.
• Partner with HR on staffing, onboarding, and payroll inputs.
• Handle complex or high-risk escalations with empathy and urgency.
• Analyze KPIs and present reports to senior management.
• Collaborate with medical, security, intel, and other departments.

Skills

Leadership

Customer service operations

Crisis management

Stakeholder management

CRM systems

Education

Bachelor’s degree in Business Administration, Communications, or related field

Tools

CRM systems

Workforce management tools

Reporting platforms

Job description

Global Rescue Philippines is seeking an Associate Manager, Member Services to lead a remote/satellite customer service office. You will oversee a multi-functional team including Supervisors, a Product Trainer, and a QA Specialist to maintain high-quality, timely rescue coordination and customer support in high-pressure situations.

You will direct operations, drive training and quality, manage escalations, and collaborate with medical, security, and intel teams to ensure service excellence.