After Hours Manager – Home Care Operations

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.