Operations Manager Assistance (Fully Remote)

Everbridge; United States; A distancia; USD 100.000 - 140.000; Jornada completa

Descripción de la vacante

Everbridge is seeking a leader to drive delivery of critical assistance services from initial notification to final case closure. You will lead a 24/7 operation for medical assistance, travel, health insurance, or complex claims, ensuring timely, safe, and cost-effective outcomes.

You will build and mentor a high-performing team, manage recruitment, training, performance, scheduling, and capacity planning, and coordinate care with providers to uphold client relationships and compliance.

Formación

• Experience leading a 24/7 operation in medical assistance, travel, health insurance, or complex claims.
• Strong people leadership, workforce planning, quality improvement, complaint handling, incident management, and change delivery skills.
• Calm, empathetic, and decisive with sound judgement in time-critical situations; strong communication, data, and financial skills.

Responsabilidades

• Lead service delivery, ensuring teams meet client SLAs, KPIs, and requirements.
• Manage and develop the team, including recruitment, training, performance, scheduling, and capacity planning.
• Oversee complex cases, coordinate care with providers, manage client relationships, and maintain quality and compliance.

Conocimientos

People leadership

Workforce planning

Quality improvement

Incident management

Communication

Educación

Relevant degree or equivalent experience

Descripción del empleo

• Lead safe, timely, customer-focused, and cost-effective delivery of assistance services from notification to case closure.
• Manage frontline performance, workforce planning, people management, escalations, quality, and service resilience.

Responsibilities:

• Lead service delivery, ensuring teams meet client SLAs, KPIs, and requirements.
• Manage and develop the team, including recruitment, training, performance, scheduling, and capacity planning.
• Oversee complex cases, coordinate care with providers, manage client relationships, and maintain quality and compliance.

Requirements:

• Relevant degree or equivalent experience, with experience leading a 24/7 operation in medical assistance, travel, health insurance, or complex claims.
• Strong people leadership, workforce planning, quality improvement, complaint handling, incident management, and change delivery skills.
• Calm, empathetic, and decisive with sound judgement in time-critical situations; strong communication, data, and financial skills.

Everbridge provides critical event management technology that helps enterprises and government organizations anticipate, mitigate, respond to, and recover from critical events. As a global company, they foster a culture of resilience and safety, empowering employees to protect people and operations.