What you'll do:
- 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.
What you'll bring:
- 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.
About Everbridge
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.
Equal Employment Opportunity
Everbridge is an Equal Opportunity Employer. We consider all qualified applicants for employment without regard to race, color, creed, religion, national origin, ancestry, age, sex, pregnancy, sexual orientation, gender identity or expression, disability, protected veteran status, genetic information, marital status, or any other characteristic protected by applicable federal, state, or local law.
Employment Practices
Everbridge does not require or administer lie detector (polygraph) tests as a condition of employment or continued employment. In Massachusetts, it is unlawful to require or administer a lie detector test as a condition of employment or continued employment. Employers who violate this law may be subject to criminal penalties and civil liability.
Skills Required
- Relevant degree or equivalent professional experience
- Experience leading a 24/7 operation in medical assistance, travel assistance, 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 judgment in time-critical situations
- Strong communication, data, and financial skills
- Experience with case-management, telephony, workforce-management, and reporting systems
- Fluent English
- Availability for rostered on-call and critical-incident support
- Additional languages
- Qualifications in quality, continuous improvement, project management, or change management
Everbridge Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Everbridge and has not been reviewed or approved by Everbridge.
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Healthcare Strength — Healthcare coverage appears broad, with medical, dental, vision, telehealth, disability, life/AD&D, and FSA/HSA options described. Wellness elements like an EAP and mental-health support are also included, which can add practical value beyond base pay.
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Retirement Support — Retirement offerings include a 401(k) plan with employer matching and an ESPP, indicating multiple ways to build longer-term financial value. Match details are sometimes specified externally, but the presence of a match and purchase program is consistently referenced.
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Leave & Time Off Breadth — Time-off benefits include flexible PTO plus paid volunteer time, providing both personal flexibility and community-focused leave. Paid holidays and new-hire PTO amounts are also described in some materials, suggesting a reasonably complete time-away menu.
Everbridge Insights
What We Do
Keeping People Safe and Businesses Running. Faster. Everbridge, Inc. (NASDAQ: EVBG) is a global software company that provides enterprise software applications that automate and accelerate organizations’ operational response to critical events in order to Keep People Safe and Businesses Running™. During public safety threats such as active shooter situations, terrorist attacks or severe weather conditions, as well as critical business events including IT outages, cyber-attacks or other incidents such as product recalls or supply-chain interruptions, over 5,300 global customers rely on the company’s Critical Event Management Platform to quickly and reliably aggregate and assess threat data, locate people at risk and responders able to assist, automate the execution of pre-defined communications processes through the secure delivery to over 100 different communication devices, and track progress on executing response plans.
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