Operations Manager Assistance
About this role
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.
Originally posted on Himalayas
