Remote Operations Lead, 24/7 Medical & Travel Support

Remote; San Francisco (CA); Remote; USD 121,000 - 162,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

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

Education

Relevant degree or equivalent experience

Tools

Case management software

Telephony platforms

Reporting tools

Job description

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.