{"id":3476326,"url":"https://alion.io/job/everbridge-operations-manager-assistance","title":"Operations Manager Assistance","company":{"id":3261,"name":"Everbridge","domain":"everbridge.com","url":"https://alion.io/company/everbridge","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"B","score":81,"open_postings":4,"ghost_share":0,"stale_share":0.75,"repost_share":0,"time_to_fill_p50_days":33,"computed_at":"2026-11-07T05:47:08Z"}},"role":"Management","role_family":"Management","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United Kingdom"],"countries":["GB"],"hiring_countries":["GB"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":44000,"max_usd":97000,"period":"year","method":"role_country_seniority_unknown","sample_n":882},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false}],"status":"live","first_seen_at":"2026-10-29T14:48:57Z","employer_posted_date":"2026-10-29","last_verified_at":"2026-11-07T20:57:11Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"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.\nRole purpose\nLead 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.\nYou 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.\nWhat you'll do:\nLead 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.\nLead 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.\nOversee 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.\nCoordinate 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.\nManage clients and service recovery: Support client reviews, audits and governance. Lead escalated complaints and appeals, ensuring timely resolution and accurate reporting.\nMaintain quality and compliance: Embed operational policies and procedures, oversee case and call reviews, support audit readiness, manage incidents and risks, and drive continuous improvement.\n 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.\nWhat you'll bring:\nA relevant degree or equivalent professional experience.\nExperience leading a 24/7 operation in medical assistance, travel or health insurance, or complex claims.\nUnderstanding of assistance and claims operations, including repatriation, evacuation, delegated authority, client SLAs and relevant regulatory requirements.\nExperience in people leadership, workforce planning, quality improvement, complaint handling, incident management and change delivery.\nCalm, empathetic and decisive, with sound judgement in time-critical situations.\nStrong communication, data and financial skills, with the ability to build trusted relationships across clients, providers and internal teams.\nExperience with case-management, telephony, workforce-management and reporting systems.\nFluent English; additional languages are desirable.\nAvailability for rostered on-call and critical-incident support, with occasional travel.\nQualifications in quality, continuous improvement, project or change management are desirable.","description_format":"text","description_chars":3535,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Health insurance"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Government","Security Operations","Backup & Disaster Recovery"],"lifecycle":[{"event":"open","at":"2026-10-29T18:54:44Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"Licensed UK visa sponsor (Skilled Worker, Senior or Specialist Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Skilled Worker; 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