Site Operations Manager

About the role

The Project Operations Manager is responsible for the strategic oversight and daily delivery of medical and emergency response services in alignment with contractual commitments and client expectations. This role provides leadership, coordination, and operational management of medical services, equipment, and facilities. Acting as the primary liaison between International SOS, the client, and other site stakeholders, the Manager ensures effective communication, compliance with regulatory and company standards, and continuous improvement in health and emergency preparedness. While not employed as a clinical care provider, the Manager supports medical clinic operations, coordinates emergency response activities during major incidents, and fosters an integrated, high-performance service that consistently meets operational requirements and advances strategic goals.

This is a full-time 14 day on / 14 day off (fly-in / fly-out) rotational role. Travel hubs for flights are Edmonton and Calgary, with a shuttle bus service to and from Fort McMurray. Camp accommodations and meals are provided for the duration of the rotation. Due to the remote worksite location, change outs may be adjusted due to inclement weather or emergency situations.

Key responsibilities

Management & Administration

• Ensure day-to-day operations are carried out in accordance with contractual agreements, including planning, organizing, managing, and supervising site staff, equipment, and emergency response activities during major incidents.
• Provide strategic, administrative, and technical expertise, as well as management and direction, in line with departmental and operational requirements, including the implementation of International SOS and client policies and procedures.
• Manage the contractual performance and deliverables of the subcontracted service provider to ensure compliance with scope, quality, and operational standards.
• Prepare site reports and budgets.
• Develop and implement multi-divisional training exercises.
• Assist with staff planning, recruitment, performance assessment, and development.
• Communicate any issues that may jeopardize site/client relationships or result in a client complaint immediately to the VP Operations.
• Participate in daily, weekly, and monthly meetings with the site team, subcontractor, client, and Medical Services Centre as per the agreed schedule.
• Act as a change agent to foster a positive organizational climate where team members feel valued, appreciated, motivated, and empowered to contribute to operational success.
• Support the team with administration and compliance related to client Occupational Injury & Illness documentation and reporting.

Human Resources Management:
•    Ensure all site staff comply with defined roles, responsibilities, best practices, KPIs, and safety requirements.
•    Review and update job descriptions, role responsibilities, KPIs, and performance appraisal criteria annually or as operational needs change. 
•    Provide recommendations to the VP Operations on staffing matters, including disciplinary actions and organizational changes.
•    Oversee the administration and delivery of International SOS induction and training programs, including site-specific programs and health and safety training.
•    Support HR with recruiting, interviewing, onboarding, and performance management of site employees.
•    Ensure the following processes are managed according to International SOS and Regulatory Requirements: 
o    Medical / Professional / Regulatory Registration
o    Timesheet completion and approval
o    Staff availability in line with rotational rosters, client expectations, and minimum safe operating requirements
•    Foster a positive work environment that promotes client satisfaction, professional development, job satisfaction, and staff empowerment in alignment with International SOS values.
•    Maintain regular contact and open communication with site and support staff, fostering a problem-solving culture and escalating concerns to the appropriate personnel as needed. 
•    Ensure timesheets are accurately completed, approved, and submitted by required deadlines to support payroll accuracy.
•    Review and sign off on applicable activity reports each pay period.
•    Maintain accurate records of staff logistics, including transactions and costings.
•    Ensure consistent rotational coverage through effective allocation of resources in liaison with the Site Liaison Officer and oversee accuracy of flight and accommodation bookings.
•    Ensure site liaison practices comply with the current International SOS Group Travel & Entertainment Policy.

Client Relations
•    Serve as the on-site contract lead and primary point of contact for the client on all operational and contractual matters, escalating issues to the VP Operations when required.
•    Maintain strong client relationships by ensuring customer satisfaction, fostering trust, and demonstrating a professional and solution-focused approach in all interactions.

Administration, Documentation & Communication
•    Ensure a bi-annual reconciliation of all staff timesheets is completed and reports are forwarded to the Financial Controller.
•    Oversee implementation and maintenance of the Patient Records Management system in accordance with company standards to ensure the integrity and confidentiality of medical records.
•    Maintain all documentation required to support operational activities, including inventory, stock control, accounting, and administrative records.
•    Ensure all relevant documentation from site audits and monthly reporting is maintained accurately and on time.
•    Keep all procedures, policies, and company information up to date in alignment with the Continuous Quality Improvement policy.
•    Ensure monthly administrative and reporting requirements are clearly communicated to staff and completed within required timelines.
•    Confirm that all site personnel understand, acknowledge, and comply with International SOS and client procedures and requirements.

Quality Management
•    Ensure medical services and emergency response activities are delivered to International SOS standards and in line with client requirements.
•    Collaborate with the VP Operations to ensure service level agreements are in place, with clear KPIs defined, and that performance against these KPIs is reported to the client at the agreed frequency.
•    Apply the L3 Quality Management System in all daily activities.
•    Actively participate in key Quality Management processes, including regular site audits, monthly quality and safety calls, and continuous quality improvement initiatives. 
•    Following audits, prepare and implement a Plan of Action to address identified gaps, with a primary focus on closing P0 and P1 findings in Hydra within the required timeframe and providing supporting evidence.
•    Maintain accountability for the timely completion of all POA actions.
•    Manage client feedback and non-clinical incidents by ensuring they are recorded in Hydra, followed up with appropriate actions, and escalated when necessary.

Inventory & Equipment Management
•    Ensure accurate site inventories are developed and maintained, including justification of medications and disposables ordered outside of the standard inventory. 
•    Schedule maintenance of medical apparatus, equipment and facilities.
•    Review monthly variance reports, operational costs and investigation of unexplained usage/cost increase.

Other
•    Undertake project work or any other reasonable duties as requested by the VP Operations.

About you

Required Skills and Knowledge
•    Excellent organizational skills with the ability to manage multiple priorities in a dynamic environment.
•    Ability to analyze situations and take decisive action consistent with company policies, client requirements, and regulatory standards.
•    Customer/client focused proven relationship management skills.
•    In-depth knowledge of fire/rescue and medical service delivery, including emergency preparedness and incident management.
•    Strong understanding of relevant regulations, standards, and best practices (e.g., NFPA, OH&S, industry-specific emergency response protocols).
•    Strong computer skills, including proficiency with Outlook, Word, Excel, and SharePoint.
•    Excellent problem-solving and critical thinking abilities, with a focus on continuous improvement.
•    High level of oral and written communication skills, including the ability to prepare clear reports, procedures, and presentations.
•    Ability to lead, motivate, and coordinate multidisciplinary teams in both routine and emergency situations.

Required Work Experience
•    Minimum 7 years’ experience in service delivery at a management level, within the medical or emergency services sector, with at least 5 years at an officer or senior level.
•    Experience in operations management, including oversight of multidisciplinary teams
•    Track record of successful change management and process improvement initiatives.
•    Experience working in remote, industrial, or high-risk environments is an asset

Required Qualifications 
•    Valid first aid/CPR certification; advanced medical certification(s) considered an asset.
•    Strong knowledge of regulatory requirements relevant to workplace health, safety, and emergency preparedness in Alberta
•    Valid driver’s licence