Operations Manager

Job not on LinkedIn

🔥 8 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

🇬🇧 UK Skilled Worker Visa Sponsor

This company has sponsored UK Skilled Worker visas in the past.

👻 Ghost score 10%

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Everbridge

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2002

🏥 Healthcare

📦 Logistics

💼 Consulting

Healthcare • Logistics • Consulting

Everbridge is a company specializing in critical event management solutions designed to enable organizations to plan, anticipate, mitigate, respond to, and recover from unexpected events. With a broad suite of products including risk intelligence, mass notification, crisis management, and public warning systems, Everbridge is committed to maximizing organizational resilience through their integrated Everbridge 360™ platform. Serving industries such as financial services, healthcare, technology, telecommunications, energy, and government sectors, Everbridge helps over 6,500 global customers manage critical events more effectively. Their solutions ensure workforce safety, protect assets, and maintain business continuity during disruptions, ensuring swift communication and effective management of crises.

📋 Description

• 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 • Manage Team Leaders, Supervisors, Case Managers, Administrators and Medical Assistance Coordinators • Oversee recruitment, training, performance, scheduling, capacity planning and surge cover • Ensure ownership, timely triage and 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 authority • Coordinate safe transfers and repatriation with medical professionals, clients and assistance partners • Monitor provider quality, availability, responsiveness, capacity and cost • Support client reviews, audits and governance • Lead escalated complaints and appeals, ensuring timely resolution and accurate reporting • Embed operational policies and procedures, oversee case and call reviews, support audit readiness, manage incidents and risks, and drive continuous improvement • Help deliver new clients, products, processes and systems • Report on staffing, case volumes, response times, backlogs, SLAs, quality, complaints, costs, provider performance and emerging risks

🎯 Requirements

• 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 • 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

🏖️ Benefits

• Comprehensive healthcare coverage • Life & Total Permanent Disability Insurance • Supportive and rewarding work environment

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