Head of Global Operations - Medical

About Crisis24

Crisis24 is a global, AI-enhanced provider of travel risk management, mass communications, critical event management, crisis-security consulting, personal protection solutions and global medical concierge capabilities, allowing prominent organizations, disruptive brands and influential people to operate with confidence in an uncertain world. At Crisis24, we go beyond mere employment; we pave the way to a realm where your skills become instrumental in shaping global security, guiding clients through a multifaceted and challenging landscape. Your journey with us will be deeply fulfilling, driven by a powerful sense of purpose and accomplishment. Within our thriving environment, you'll discover abundant chances for both personal and career advancement. Seize this moment to push your limits, broaden your expertise, and elevate your professional journey to unprecedented levels. Join the Crisis24 team today and be a part of something extraordinary where growth and impact converge.

More information is available at www.crisis24.garda.com

The Head of Global Operations - Medical is a senior operations leadership role responsible for the performance, consistency, and resilience of Crisis24's global medical operations platform. The role is accountable for the effective delivery of medical assistance services across a 24/7 global environment, including case coordination, operational oversight of inpatient and outpatient activity, medical evacuations, repatriations, and complex or high-risk operational escalations.

This role is designed for a strong operational leader with experience leading operations in medically complex, time-sensitive environments and who can bring sound judgment, calm decision-making, and a high degree of situational awareness to critical situations. Clinical experience is highly valued in helping the role partner effectively with nurses, medical case managers, and medical leadership. The role is well suited to candidates with senior nursing, healthcare operations, medical assistance, or related leadership experience who can operate confidently in a fast-moving, multidisciplinary environment.

The position plays a central role in shaping a world-class medical operations function that is responsive, disciplined, scalable, and aligned with Crisis24's service standards. It is well suited to a senior operations leader with experience in medical assistance, healthcare operations, evacuation or repatriation coordination, or another complex 24/7 environment where operational precision, risk awareness, and cross-functional teamwork are critical.

Key Responsibilities

Strategic and Operational Leadership

• Provide senior operational leadership across the medical operations function, ensuring consistent service delivery, strong coordination, and effective execution across global teams.
• Oversee day-to-day medical assistance operations, including case flow, operational support for inpatient and outpatient cases, evacuations, repatriations, and the operational coordination of complex or high-risk escalations.
• Work closely with regional counterparts to maintain seamless 24/7 follow-the-sun coverage and effective out-of-hours support.
• Support operational contingency planning, incident response, and business continuity activities across the medical operations environment.

Operational Case Oversight

• Support high-quality case handling by ensuring teams gather relevant information promptly, maintain clear documentation, escalate appropriately, and operate within established protocols and service standards.
• Bring strong judgment and medical-context awareness to operational decision-making in medically complex situations, while partnering closely with medical leadership on matters requiring clinical input.
• Promote disciplined case management practices, timely reporting, clear communication, and effective coordination with treating providers, vendors, and internal stakeholders across multiple healthcare systems and international locations.

People Leadership and Team Development

• Lead, coach, and develop the medical operations team, including medical case managers, coordinators, and other operational personnel supporting the medical assistance platform.
• Build a high-performing, accountable, and collaborative culture through clear expectations, mentoring, workforce planning, succession support, and performance management.
• Oversee recruitment, onboarding, staffing models, training, and professional development to ensure sustainable operational capability across regions.
• Monitor workload, staffing rosters, and on-call arrangements to maintain resilience, appropriate coverage, and strong team coordination globally.

Governance, Quality, and Compliance

• Support the consistent implementation of operational procedures, quality controls, and service standards across medical operations.
• Ensure adherence to global SOPs, company policies, information security requirements, data protection obligations, and other regulatory or contractual requirements.
• Partner with medical leadership and other stakeholders to support audit readiness, case review processes, risk identification, and continuous improvement.
• Ensure externally issued reports and communications follow appropriate review pathways, quality controls, and approval processes.

Platform, Planning, and Business Support

• Oversee operational platforms, call-handling systems, workflows, and supporting technology used by the medical operations function.
• Identify opportunities to improve efficiency, visibility, coordination, and service delivery in line with client requirements, service commitments, and senior leadership direction.
• Maintain cost awareness and sound operational discipline in relation to emergency tasking, resource deployment, and service delivery.
• Partner with Security, Facilities, IT, Commercial, and other support functions to enable effective operations and broader site or office leadership requirements where applicable.

Stakeholder, Client, and Leadership Engagement

• Represent Medical Operations in internal and external forums, including client meetings, incident reviews, audits, and cross-functional planning discussions, with a focus on operational performance, service delivery, readiness, and continuous improvement.
• Contribute as a senior member of the extended leadership community, supporting strategic initiatives, service development, and operational improvement across the wider Crisis24 platform.

Reporting and Stakeholder Relationships

• The Head of Global Operations - Medical reports to the VP of Global Operations.
• The role works closely with global and regional medical operations teams, medical case managers, operational coordinators, medical leadership, Security colleagues, Commercial and Sales teams, Facilities and IT partners, and senior leaders across multiple regions.
• The position serves as a key operational interface across medical assistance delivery, cross-functional coordination, and business stakeholders to help ensure consistent global coverage and high-quality outcomes.

Leadership Profile and Personal Characteristics

• A strategically minded and operationally credible leader who can translate complexity into clear priorities, coordinated execution, and reliable service delivery across a global 24/7 environment.
• A strong operator with sound judgment, a high degree of comfort in medically complex situations, and the ability to assess evolving information, recognize risk, and coordinate appropriate action within established procedures and escalation pathways.
• A collaborative leader who builds trust and alignment across medical operations teams, medical leadership, security specialists, commercial teams, and regional stakeholders, and who strengthens multidisciplinary partnerships.
• A solutions-focused operator who identifies issues early, addresses root causes, and drives practical improvement.
• A systems thinker who strengthens processes, resilience, team capability, and operating discipline across regions and time zones.
• A calm, composed decision-maker who maintains prioritization, professionalism, and follow-through under pressure, including during incidents, evacuations, and high-risk operational escalations.
• An effective people leader who can set expectations, provide constructive feedback, manage performance confidently, and foster a psychologically safe, high-performing culture grounded in accountability and respect.
• A mature communicator who handles sensitive issues with discretion, uses appropriate channels, and represents Medical Operations credibly in senior internal and external settings.

Qualifications, Experience, and Professional Requirements

• Significant leadership experience in medical assistance, healthcare operations, evacuation or repatriation coordination, or another complex 24/7 service environment.
• Demonstrated success leading teams, managing escalations, coordinating complex operational activity, and driving consistent service delivery in high-pressure settings.
• Registered nurses with substantial operational leadership or medical assistance experience are strongly encouraged to apply. Physicians and other healthcare professionals with relevant operational leadership experience may also be well suited to the role.
• Strong healthcare or clinical acumen is valuable, particularly in fast-paced medical assistance environments that require sound judgment, effective coordination, and close partnership with medical leadership.
• Strong operational judgment, communication skills, and stakeholder-management capability, including the ability to work effectively across regions, time zones, and disciplines.
• Demonstrated ability to balance service performance, client needs, operational risk, and team effectiveness in a fast-moving environment.
• Experience working in an international medical assistance or risk management environment is advantageous.

Information Security

Protect the data and systems of Crisis24 and its stakeholders by adhering to policies, reporting incidents and potential problems, completing regular training, and identifying opportunities for improvement.

Crisis24, A GardaWorld Company is dedicated to equal opportunity in employment. We are committed to a work environment that celebrates diversity. We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital or parental status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable laws.