Operations Manager Assistance (Medical and Travel Assistance)

Location: Remote and home-based anywhere in the United Kingdom; rostered on-call and critical-incident support required, with occasional travel.

Company

hirify.global provides Critical Event Management technology that combines intelligent automation and risk intelligence to help enterprises and government organizations respond to critical events and protect people and operations.

What you will do

• Lead daily 24/7 medical and travel assistance operations, including air ambulance, commercial flight repatriations, insurance-related cases, client SLAs, KPIs, response times, handovers, documentation, and billing.
• Manage Team Leaders, Supervisors, Case Managers, Administrators, and Medical Assistance Coordinators, covering recruitment, training, performance, scheduling, capacity planning, and surge support.
• Oversee triage, ownership, escalation, and reporting for critical, high-value, security, evacuation, repatriation, VIP, and major-incident cases.
• Coordinate medical professionals, clients, and assistance providers to arrange safe transfers and repatriation while monitoring quality, availability, capacity, responsiveness, and cost.
• Lead client reviews, audits, complaints, appeals, incident and risk management, quality reviews, compliance, and continuous improvement.
• Support new clients, products, processes, and systems, and report on staffing, case volumes, backlogs, SLAs, quality, complaints, costs, provider performance, and emerging risks.

Requirements

• 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, decisive judgment in time-critical situations, with strong communication, data, financial, and relationship-building skills.
• Experience with case-management, telephony, workforce-management, and reporting systems.
• Fluent English required; availability for rostered on-call and critical-incident support required.

Nice to have

• Additional languages.
• Qualifications in quality, continuous improvement, project management, or change management.

Culture & Benefits

• Remote, home-based work from anywhere in the United Kingdom.
• Full-time employment supporting critical medical and travel assistance services.
• Occasional travel and rostered on-call coverage are part of the role.
• Work focused on resilience, critical-event response, operational quality, and keeping people safe.