Head of Provider Partner Operations

The company
At , we build technology that saves lives.

Every day, our dispatch systems connect people in urgent need with medical, security, and roadside assistance - faster, smarter, and with more reliability than ever before. Today, our platform coordinates the largest network of ambulances, security, airevac and roadside responders in East Africa.

We're looking for passionate team members to help design, build, and scale the core systems and keep our operations running smoothly in a high-pressure, high-impact environment.
If you thrive on meaningful challenges, love crafting reliable tech systems, or love the thrill of running fast-paced, high-impact operations - and if want to be part of a team that impacts lives every day - we'd love to hear from you.
The Role
The Head of Provider Operations will lead 's provider network strategy and operational excellence function. This role ensures that the network of ambulance and emergency service providers consistently delivers high-quality, reliable, and compliant emergency response across all markets.

The role oversees the Provider Operations department, which consists of Provider Partnership Associates responsible for maintaining performance, compliance, and readiness standards for all partners across regions.

The Head of Provider Operations works closely with the Dispatch, QA, Compliance, Customer Success, and Data teams to ensure providers operate seamlessly, meet key performance metrics, and continuously improve through structured engagement, inspections, and re-onboarding.

This is a leadership role that blends operational discipline, partner relationship management, data analytics, and strategic oversight to ensure 's lifesaving ecosystem is dependable, efficient, and ready to scale.

Role Responsibilities
Operational Leadership

• Lead, mentor, and develop the Provider Operations team to achieve departmental goals and drive operational excellence.
• Define and execute the strategic direction for provider management, ensuring Rescue's standards for safety, quality, and reliability are consistently met.
• Oversee the development and enforcement of standard operating procedures for provider operations, inspections, and compliance monitoring.

Provider Network Management

• Build and maintain strong, trust-based relationships with ambulance partners and hospital facilities to ensure consistent engagement, reliability, and service quality.
• Lead quarterly performance reviews and annual audits for all providers.
• Design and implement inspection logic and partner evaluation frameworks based on trip frequency, performance data, and regional dynamics.
• Oversee re-onboarding and refresher training to ensure readiness and quality improvement.

Performance and Data Management

• Use trip, compliance, and dispatch data to identify trends, gaps, and opportunities for operational improvement.
• Work with the Data and Technology teams to optimize provider allocation and performance dashboards.
• Monitor key metrics such as response times, trip fulfillment rates, inspection completion, and compliance scores.

Cross-Functional Collaboration

• Collaborate with Dispatch to ensure providers are always operationally ready for live emergencies.
• Work with QA and Compliance to investigate incidents, ensure follow-up, and maintain accountability.
• Support the Customer Success and Partnerships teams in resolving operational issues and maintaining service quality for Rescue members.

Strategic Growth Support

• Support international expansion and special projects such as the Rescue Uganda program by setting up scalable operational systems and provider readiness processes.
• Contribute to Rescue's broader operational strategy and quarterly objectives as a key member of the Operations leadership team.

Requirements

• At least 8 years of experience in operations or network management, with a minimum of 3 years in a leadership role managing high-performing teams.
• Proven experience in healthcare operations, emergency services, or mobility and logistics industries preferred.
• Strong understanding of compliance, auditing, and service delivery operations in regulated environments.
• Demonstrated ability to manage multiple partners and stakeholders while maintaining service consistency.
• Data-driven mindset with proficiency in using dashboards, analytics, and performance tracking tools.
• Excellent leadership, communication, and relationship-building skills.
• Ability to thrive in a fast-paced, mission-driven environment with high standards for accountability and quality.
• Bachelor's degree required; an advanced degree in Operations, Business, or Health Systems is preferred.

How to Apply
Please submit a one-page PDF CV.
Ensure that you highlight the most relevant experiences within a single page.
We will not review CVs longer than one page.
is an equal opportunity employer. We celebrate diversity in all its forms and are committed to creating an inclusive workplace where everyone belongs. We welcome your application.