Operations & Emergency Response Manager

About the role

The Operations & Emergency Response Manager is responsible for the strategic oversight and daily delivery of medical and emergency response services at the Woodfibre LNG project, in alignment with contractual commitments and client expectations. This role provides leadership, coordination, and operational management of medical, equipment, and facilities, including oversight of the subcontracted emergency services provider. Acting as the primary liaison between International SOS, the subcontractor, 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 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 Monday to Friday (10 hour day) role. Candidates must be local to the Squamish/Vancouver area. As this is a management role there is an expectation that post holder is available on call for emergency escalation during their days off. 

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.
•    Participate in unified command during major emergency incidents.

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.

Emergency Preparedness & Response

• Provide strategic oversight of all emergency preparedness and response activities to ensure alignment with contractual obligations, client expectations, regulatory requirements, and industry best practices.
• Act as the primary liaison between International SOS, the subcontracted emergency response service provider, and site stakeholders to ensure coordinated response capability.
• Oversee the development, maintenance, and implementation of site-specific emergency response plans, procedures, and tactical guidelines.
• Ensure emergency response resources, equipment, and facilities are maintained in a state of operational readiness.
• Coordinate and participate in emergency drills, exercises, and training programs to validate response plans and maintain responder competency.
• Support unified command operations during major incidents, providing leadership and coordination across medical, emergency response, and the client incident management team.
• Monitor and evaluate emergency response performance, identifying areas for improvement and implementing corrective actions.
• Ensure all emergency response activities are conducted in compliance with International SOS policies and standards, client requirements, and applicable legislation.
• Collaborate with client and external agencies to enhance site-wide emergency preparedness, mutual aid agreements, and interoperability.
• Provide after-action reporting and analysis following emergency incidents or exercises, ensuring lessons learned are documented and incorporated into future planning.

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
•    Strong commercial and general business acumen
•    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 5 years’ experience in service delivery at a management level, preferably within the medical or emergency services sector, in an industrial or construction environment.
•    Proven experience in operations management, including oversight of multidisciplinary teams and subcontractor performance.
•    Demonstrated experience in emergency preparedness and response coordination, including incident command participation.
•    Track record of successful change management and process improvement initiatives.
•    Experience working in remote, industrial, or high-risk environments is an asset

Required Qualifications 
•    Post-secondary education in business administration, operations management, emergency management, occupational health & safety, or a related field; equivalent combination of education and experience will be considered.
•    Certification or formal training in incident command, emergency management, or emergency response (e.g., ICS; NFPA 1001, 1006, 1021, 1041, 472/1072, etc.) is preferred.
•    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 British Columbia.
•    Valid driver’s licence and ability to travel to/from site as required.

Required Languages
•    Fluency in English