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 leadership role with responsibility for advancing Crisis24's global medical operations platform through integrated operational and clinical leadership. Accountable for the safe, consistent, and commercially effective delivery of medical assistance services across a 24/7 global environment, the role oversees medical case management, inpatient oversight, evacuations, repatriation, and complex clinical and operational escalations.

This position plays a pivotal role in shaping a world-class medical operations function that is resilient, responsive, and aligned to the highest standards of clinical governance and service delivery. This role calls for an exceptional medical leader - whether a Medical Doctor, experienced Registered Nurse, or a senior leader in Medical Operations - with the leadership capability to inspire multidisciplinary teams, drive continuous improvement, and work in close partnership with colleagues, providers, and clients to deliver exceptional outcomes globally.

Key Responsibilities

Strategic and Operational Leadership

• The Head of Medical Operations will ensure consistent service delivery, sound decision-making, and alignment with global operational standards. Their role is to also provide senior oversight of day-to-day medical assistance activity, including inpatient cases, outpatient reviews, medical evacuations, repatriations, and high-risk escalations.
• They are also expected to work 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 activity across the medical operations environment.

Clinical Leadership and Case Oversight

• Provide clinical leadership to the medical operations teams, ensuring high standards of case management, patient advocacy, and medical decision support. Oversee the review of medical information, formation of clinical opinions, and escalation of complex or high-risk cases. Guide teams in obtaining and interpreting updates from treating medical providers across multiple healthcare systems and international locations.
• Promote robust and timely documentation, high-quality medical reporting, telephonic clinical assessment, and disciplined case handling practices. Support the ongoing development of clinical procedures, case management protocols, and medical best practices across the platform.

People Leadership and Capability Development

• Lead, coach, and develop Medical Managers, Case Managers, Medical Specialists, Clinical Support personnel, and operational coordinators as applicable to the operating model. Build a high-performing, accountable, and collaborative team culture through clear expectations, mentoring, succession planning, and performance management.
• Oversee recruitment, onboarding, workforce planning, training, and professional development to ensure sustainable capability across regions. Monitor workload, staffing rosters, and on-call arrangements to maintain resilience, appropriate coverage, and effective team collaboration globally.

Governance, Quality and Compliance

• Set and maintain strong clinical governance and quality assurance standards across medical operations.
• Ensure adherence to global SOPs, company policies, information security requirements, data protection obligations, and other relevant regulatory or contractual standards.
• Apply appropriate review and approval controls for externally issued medical content, reports, and operational communications. Use audit findings, case reviews, and post-operation reporting to identify trends, manage risk, and drive continuous improvement.

Platform, Planning and Business Support

• Oversee operational platforms, call-handling systems, workflows, and supporting technology used by the medical operations function. Develop and refine operational solutions in line with client requirements, service commitments, and senior leadership direction.
• Maintain cost awareness and appropriate financial discipline in relation to operational solutions, emergency tasking, and resource deployment. Partner with Security, Facilities, IT, Commercial, and other support functions to enable effective service delivery and office or site 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. Provide subject matter expertise to support client relationships, prospective opportunities, and operational decision-making.
• Contribute as a senior member of the extended leadership community, supporting strategic initiatives, service development, and continuous improvement across the wider operations platform.

Reporting and Stakeholder Relationships

• The Head of Medical Operations works closely with regional and global Medical Operations teams, doctors, nurses, Clinical Support Specialists, Security colleagues, Commercial and Sales teams, Facilities and IT partners, and senior leadership across multiple regions. The role acts as a key leadership interface between clinical case management, operational delivery, and broader business stakeholders to 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 consistent service delivery across a global 24/7 environment. A senior medical professional with highly reliable clinical judgement, able to interpret incomplete or evolving information, make defensible decisions, and set safe escalation pathways in complex medical cases.
• A collaborative leader who builds trust and alignment across medical and clinical teams, security specialists, commercial teams, and regional stakeholders, and who strengthens multidisciplinary partnerships rather than adversarial dynamics.
• A solutions-focused operator who identifies risk early, addresses root causes and drives practical improvement rather than stopping at problem identification.
• A systems thinker who strengthens processes, governance, resilience, and team capability, reducing single-point dependency and creating dependable operating models across regions and time zones.
• A calm, resilient, and composed decision-maker who maintains professional judgement, prioritization, and operational discipline under pressure, including during incidents, evacuations, and high-risk escalations. A leader who demonstrates strong ownership, dependable follow-through, and accountability for outcomes, ensuring that actions are completed to a high standard and that operational continuity is maintained.
• An effective people leader who can set expectations, give timely and constructive feedback, manage performance confidently, and create a psychologically safe, high-performing culture grounded in accountability and respect.
• A professionally mature communicator who handles sensitive issues with discretion, uses appropriate channels, and represents Medical Operations with credibility in senior internal and external forums.
• A reflective and coachable leader with self-awareness to receive feedback, learn quickly, and continuously strengthen judgement, leadership impact, and team effectiveness.
• An individual committed to high standards of member, patient, and client satisfaction, with judgement and professionalism to balance clinical quality, operational performance, and commercial expectations.

Qualifications, Experience and Professional Requirements

• A Medical Doctor, experienced Registered Nurse, or senior leader with a strong background in Medical Operations. Where clinically qualified, current registration with the relevant professional body is required.
• Substantial post-qualification clinical or operational experience, ideally within critical care, acute care, medical assistance, evacuation medicine, or another relevant high-acuity environment.
• Proven senior leadership experience in medical operations, case management, clinical leadership, or another complex 24/7 service environment. Strong understanding of clinical governance, medical case management, escalation management, and quality assurance.
• Demonstrated ability to lead geographically distributed teams and work effectively across regions, time zones, and disciplines. Strong written and verbal communication skills, including medical report-writing and clear stakeholder communication.
• Commercial awareness and sound operational judgement, with the ability to balance client needs, clinical risk, and service performance. Decisive, resilient, and solutions-oriented, with strong prioritization, problem-solving, and ownership of outcomes.
• 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.