[Hiring] Operations Manager Assistance @Everbridge

Role Description

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.

• 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.

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, 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.

Company Description

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.