Operations Manager Assistance

Remote; San Francisco (CA); A distancia; USD 121.000 - 162.000; Jornada completa

Descripción de la vacante

Everbridge is seeking an Operations Manager Assistant to oversee 24/7 medical and travel assistance operations in a remote role. You will lead frontline performance, workforce planning, and quality across the First Response team, coordinating with clinical, claims, network and commercial colleagues.

You will manage Team Leaders, Case Managers, and Medical Assistance Coordinators, ensuring service delivery, compliance and timely incident response in a fast-paced, customer-focused environment.

Formación

• 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 and 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.

Responsabilidades

• Lead service delivery: Manage daily medical and travel assistance operations, ensuring SLAs, KPIs and timely case progression.
• Lead and develop the team: Oversee recruitment, training, scheduling and surge capacity.
• Oversee complex cases: Ensure safe triage, escalation and cost awareness for high-value cases.
• Coordinate care and providers: Arrange safe transfers with quality monitoring.
• Manage clients and service recovery: Support audits, complaints and reporting.
• Maintain quality and compliance: Enforce policies, reviews, audits and risk management.
• Support change and reporting: Deliver new clients, processes and provide leadership dashboards.

Conocimientos

People leadership

Workforce planning

Quality improvement

Incident management

Change delivery

Communication skills

Data & financial skills

Case-management

Telephony systems

Workforce-management

Reporting systems

Fluent English

Educación

Relevant degree or equivalent experience

Herramientas

Case management software

Telephony platforms

Reporting tools

Descripción del empleo

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.

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.