Senior Operations Manager - Emergency Response Centre

Do you want to lead one of the most operationally critical hubs in the global assistance industry? Can you take accountability for the functional budget and cost performance statement of a 24/7, high-acuity operational centre and help drive its strategic growth? And do you have senior leadership experience from a global emergency response or medical assistance environment? Then, join Falck and bring care into your career.  

About the job

To set the standard for emergency assistance, not just within Falck, but across the industry, we are looking for an Operations Manager to lead Falck’s 24/7 operational hub for complex and high-acuity medical and travel security cases.  

Based in Copenhagen, you will be accountable for everything that happens inside our Global Emergency Response Centre. When a traveller faces a life-threatening emergency or a security crisis anywhere in the world, the Global Emergency Response Centre is where the response is orchestrated. You will lead the leadership team – the Team Managers – and own the strategic, clinical, and financial governance framework that underpins every decision.  

This is one of the most critical leadership roles in Falck Global Assistance. Your key responsibilities will be:

• Strategic Leadership & Growth: Accountable for the functional budget and cost performance statement of the Global Emergency Response Centre. You will execute a strategy that solidifies Falck’s market-leading position, drive profitable growth, and adapt capabilities to meet the evolving needs of our clients and societies.
• Operational & Clinical Governance: Champion a culture of clinical and operational excellence, ensuring the highest standards of safety, quality, and efficiency. You will own the governance framework, ensuring all case decisions are made with unwavering clinical integrity and in line with Falck’s medical standards.  
• Team Leadership & Development: Lead, mentor, and develop the leadership team (the ERC Team Managers), ensuring a consistently high level of experience across the entire Centre. You will foster a collaborative, results-oriented, and caring ONE Falck mindset.  
• Technology & Systems Oversight: Act as the primary business owner for all core technologies (telephony, CRM, etc.), partnering with digital and IT teams to define the technology roadmap and drive the integration of new operational systems.  

About you

This is a senior role for a leader who is ready to take on a high degree of accountability. You will be empowered to lead and shape a critical function at the very heart of Falck’s global operations.  

To set you up for success, we imagine that you already have:  

• Senior leadership experience from a high-acuity environment like emergency response, medical assistance, or travel security, with direct accountability for complex 24/7 operations.  
• A strategic and commercial mindset, with experience managing a functional budget and cost performance statement and a track record of driving profitable growth.
• Experience leading, mentoring, and developing other leaders and expert, multi-disciplinary teams, with the ability to foster a culture of excellence and accountability.  
• Deep familiarity with clinical and operational governance in a regulated environment, with an unwavering commitment to quality and the integrity to “hold the line” under pressure.  
• Exceptional decision-making capabilities, with the ability to maintain clarity and provide decisive direction in complex, fast-moving, and time-critical situations.  

Bring care into your career

At Falck, every action we take helps people live safer and healthier lives. That is why a career with us impacts more lives than your own.  

Whether you develop or deliver healthcare solutions – or support the people who do – you will have the chance to build a career in a leading healthcare company. Working with a global team of more than 25,000 colleagues that puts care at the heart of everything they do. ​

Join us and help shape the future of sustainable healthcare.  

Got more questions?

If you have any questions about the position or what we can offer, you’re welcome to contact Head of Falck Global Assistance, Denmark – Director, Sune Jens Vibits at [email protected].  

Visit www.falck.com/careers to learn more about working at Falck and meet some of the people who turn care into action every day.

Before you apply

You only need to include your CV when applying – no photo or cover letter is required. During the interview, you’ll have the opportunity to tell us more about yourself and why you’d like to join Falck. 
We don’t ask for photos because we believe the best first impression is made in person.

Join a culture of care

Care is at our core. We care for the people we help and for each other. With colleagues from many different countries, each bringing their unique skills, you will be part of a professional community built on trust and close collaboration. You will have supportive leaders who empower and inspire you and work to create an environment where open and honest conversations are valued, and your contributions recognised.