After Hours Manager – Home Care Operations

Job Description

This is a remote position.

Job Description

SallySupport is looking for an experienced After Hours Manager based in the Philippines to lead an after-hours operations team supporting a growing U.S. home care organisation.

The after-hours team provides critical operational support across four offices representing approximately 16,000 weekly service hours. This is a hands-on leadership role for someone who can take ownership of the day-to-day operation, lead and develop the team, maintain service standards and confidently manage urgent situations and escalations.

You will work closely with the Director of Operations while being trusted to independently manage routine operational matters and ensure the after-hours function runs effectively.

Key Responsibilities

• Lead and provide day-to-day oversight of the Philippines-based after-hours team.
  
• Manage and coordinate the on-call schedule in partnership with the Director of Operations.
  
• Ensure appropriate coverage is maintained across all required after-hours periods.
  
• Monitor response times, service quality and overall team performance.
  
• Conduct regular individual and team check-ins.
  
• Coach and develop team members to improve communication, judgement and operational performance.
  
• Set clear expectations and hold team members accountable while providing appropriate support.
  
• Act as an escalation point for complex or urgent after-hours situations.
  
• Confidently manage emergency situations and make sound operational decisions.
  
• Troubleshoot operational issues independently and determine when senior-level escalation is required.
  
• Identify errors, recurring issues and process gaps and ensure corrective action is taken.
  
• Support continuous improvement of after-hours processes and communication.
  
• Work one regular weekend day each week (Saturday or Sunday) as part of your normal schedule.
  

Our Core Value – We Genuinely Care

We are looking for a leader who genuinely cares about clients, caregivers, team members and business results.

For us, genuine care means supporting people while maintaining high standards, taking ownership when something goes wrong, solving problems proactively and understanding the impact our work has on the people receiving care.

This role requires someone who can balance empathy and support with accountability and operational excellence.

Requirements

What We're Looking For

• Previous experience leading or supervising a team, preferably within after-hours, on-call or 24/7 operations.
  
• Previous experience in home care, healthcare, caregiver scheduling, customer support or operations is strongly preferred.
  
• Extensive after-hours support experience would be highly advantageous.
  
• Excellent written and spoken English communication skills.
  
• Strong customer service and relationship-management skills.
  
• Experience coaching team members and managing performance.
  
• Confidence holding people accountable while remaining supportive and professional.
  
• Strong judgement and the ability to make decisions independently.
  
• Ability to remain calm and organised during urgent or high-pressure situations.
  
• Strong problem-solving and troubleshooting skills.
  
• Excellent attention to detail with the ability to identify and correct errors.
  
• A proactive, ownership-driven approach to work.
  
• Experience working remotely with U.S.-based clients or teams would be advantageous.
  
• Must be based in the Philippines.
  
• Must be comfortable working a U.S.-aligned after-hours schedule.
  
• Must be available to work one regular weekend day (Saturday or Sunday) each week.
  
• Must be comfortable working as an Independent Contractor.
  

Remote Working Requirements

Candidates must have:

• A dedicated and professional home workspace.
  
• A reliable computer suitable for full-time remote work.
  
• Stable high-speed internet connectivity.
  
• Reliable backup internet.
  
• Appropriate backup power arrangements.
  

This role is best suited to an experienced leader who doesn't simply escalate problems, but takes ownership, makes sound decisions and can be trusted to keep an important after-hours operation running effectively.

Requirements
We are looking for someone who brings confidence, initiative, resilience, reliability and professional maturity to the role. What We're Looking For Previous experience in operations, scheduling, coordination, customer service, healthcare administration or another fast-paced environment. Experience managing multiple priorities and communication channels simultaneously. Strong verbal and written English communication skills. Strong attention to detail and accurate record keeping. Confidence communicating with customers, clients and other stakeholders. Strong problem-solving and decision-making skills. Ability to work independently, use initiative and take ownership. Ability to remain calm and professional when priorities change or urgent situations arise. Ability to learn new software, systems and processes quickly. Experience working remotely and managing responsibilities without constant supervision. Reliable computer equipment and stable internet connectivity suitable for full-time remote work. Willingness and ability to work flexible and rotating shifts, including after-hours and weekend coverage when required. Comfortable working on a full-time Independent Contractor basis. Experience within home care, healthcare, medical administration, workforce scheduling or care coordination would be advantageous but is not essential. The Person We're Looking For Technical skills and systems can be taught. What matters most is how you approach your work. You should be: Confident – comfortable communicating, making decisions and taking ownership. Self-motivated – able to take action without constant instruction. Highly organised – able to manage multiple systems, tasks and conversations. Resilient – able to adapt when priorities change unexpectedly. A problem solver – able to think on your feet and apply what you've learned. Reliable – someone others can depend on to follow through. Independent but collaborative – comfortable working independently while knowing when to ask for support. Customer-focused – calm, professional and empathetic when dealing with clients, families and caregivers. Adaptable – comfortable in an environment where no two days are exactly the same. If you're proactive, dependable, adaptable and genuinely enjoy solving problems and helping people, we'd love to hear from you.