Operations Manager Assistance - Everbridge

Everbridge is seeking an Operations Manager Assistance to oversee 24/7 medical and travel assistance services. This is a remote/home-based position that can be based anywhere in the United Kingdom.

Role Purpose

Lead the safe, timely, customer-focused, and cost-effective delivery of assistance services—from 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 collaborate closely with clinical, claims, network, and commercial teams. (Clinical decisions remain the responsibility of the medical team, Chief Medical Officer, and Deputy Chief Medical Officer).

Responsibilities

• 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 operational standards 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 escalation of critical, high-value, security, evacuation, repatriation, and VIP cases. Support major incidents and business continuity responses while monitoring costs and financial exposure.
• Coordinate care and providers: Work alongside medical professionals, clients, and assistance partners to arrange safe transfers and repatriations. 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, oversee case and call reviews, support audit readiness, manage incidents and risks, and drive continuous improvement.
• Support change and reporting: Facilitate onboarding of new clients, products, processes, and systems. Provide senior leadership with reporting on staffing, case volumes, response times, backlogs, SLAs, quality, complaints, costs, provider performance, and emerging risks.

Requirements

• A relevant degree or equivalent professional experience.
• Proven experience leading a 24/7 operation in medical assistance, travel or health insurance, or complex claims.
• Strong 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 judgment in time-critical situations.
• Strong communication, data, and financial skills, with the ability to build trusted relationships across internal and external stakeholders.
• 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 a plus.