Role Description We’re searching for a UK-based Incident & Upgrade Manager to join our Customer Operations / Customer Support team, so that we can stabilise service performance, reduce incident recurrence, and improve customer experience across our platform. The Incident & Upgrade Manager will lead major incident management, oversee customer upgrades, and drive continuous operational improvement to deliver more reliable, efficient, and customer-focused services across the organisation. - Leading major incident response calls to ensure structured, timely resolution and clear accountability across Support, Product, Engineering, and Customer Success - Owning the end-to-end lifecycle of high-severity incidents to minimise customer impact and drive full root cause resolution - Driving post-incident reviews (PIRs) and problem management practices to eliminate repeat issues and improve long-term platform stability - Coordinating and managing customer upgrades to ensure smooth delivery, minimal disruption, and strong communication - Analysing service performance data to identify trends, risks, and opportunities for improvement across incidents and operations - Building and embedding scalable processes, governance, and ITIL-aligned frameworks to improve consistency, efficiency, and cross-team collaboration Qualifications - Proven experience in incident and/or problem management within a SaaS or technology environment - Demonstrated success in leading high-pressure incidents and driving improvements to service performance and reliability - Strong understanding of ITIL frameworks (incident, problem, and change management) - Ability to translate technical concepts into clear actions and communications for both technical and non-technical stakeholders - Experience working cross-functionally across Support, Engineering, Product, and Customer Success teams - Strong stakeholder management skills with the ability to influence, challenge, and drive accountability at senior levels - A customer-first mindset with a passion for improving service delivery and operational outcomes - A proactive, high-energy approach with the resilience to thrive in a fast-paced, complex environment - Ability to travel across the UK as needed (typically monthly) with a primarily remote working model Benefits - Private health and group accident insurance - Employee Assistance Program (EAP) for confidential support - Loyalty Awards for long-service employees Company Description RLDatix (RLD) is on a mission to help raise the standard of care…everywhere. Trusted by over 10,000 healthcare organisations around the world, our solutions help improve health and care. Our applications ensure that patients receive the best and safest care while supporting the providers who deliver it. Joining TeamRLD means being part of a global effort of over 2,000 team members in making a difference in healthcare…every day.

Role Description AO Globe Life is hiring veterans, prior service members, and military spouses who are ready to step into a leadership-focused remote career. In this role, you’ll connect with individuals who have requested information about available benefits while also supporting team development, mentorship, and performance. Your leadership, discipline, and ability to execute translate directly into success here. - Meet with clients virtually using Zoom - Walk individuals and families through available programs - Answer questions and guide clients through next steps - Support clients through onboarding and ongoing communication - Maintain simple digital records and follow-ups - Deliver a professional, client-first experience - Mentor and support team members as you grow - Participate in training, leadership development, and team meetings Qualifications - Must be authorized to work in the United States - Veteran, prior service, or military spouse background preferred - Strong leadership and communication skills - Comfortable working independently in a remote environment - Laptop or computer with camera + reliable internet Requirements - 100% remote — work from anywhere in the U.S. - Flexible scheduling with autonomy - Mission-driven work that continues your service mindset - Clients have already requested to be contacted - Strong team culture built on accountability and leadership - Clear path into leadership and management roles - Ongoing training and professional development Company Description AO Globe Life has supported working families for over 70 years, partnering with unions, credit unions, and veteran organizations nationwide. The company operates fully remotely and focuses on service, leadership development, and long-term career growth.

Role Description As a Clinical Care Navigator on the Organizational Services Team, you’ll be doing meaningful, high-impact work supporting companies and their employees through moments of challenge, change, and crisis. You’ll be the first clinical point of contact for HR, ER, and Benefits teams reaching out for expert guidance, and you’ll coordinate thoughtful, timely support for employees navigating behavioral health concerns. You won’t be providing ongoing therapy; you’ll use your clinical skills to offer expert consultation, coordinate critical incident responses, and proactively reach out to employees in crisis. Your work will help ensure safety and connection to high-quality care. This role may be for you if you’re an excellent communicator, confident in your clinical judgment, and passionate about making behavioral health more accessible in the workplace. You thrive in a fast-paced environment, can shift seamlessly between support calls and consultation, and have a strong sense of professional presence when working with VIPs and organizational leaders. If you’re someone who finds purpose in showing up for people at pivotal moments and helping them get to the right care at the right time, this role could be a great fit. You must be able to work one of the following shift(s): - Tuesday - Saturday - 1:00 PM - 9:30 PM PST - 2:00 PM - 10:30 PM MST - 3:00 PM - 11:30 PM CST - 4:00 PM - 12:30 AM EST This role is open for current Clinical Care Navigators and Clinical Care Navigators- After Hours employees only. Qualifications - Master’s degree in clinical social work or equivalent; LCSW or equivalent independent clinical licensure is required (e.g. LMFT, LPC, LPCC, etc). We’re unable to provide supervised hours toward licensure. Candidates without a state license to deliver mental health services independently will not be considered. - Certified Employee Assistance Professional (CEAP) preferred. - Must have two years post-license experience (EAP/clinical call center experience preferred or organizational consulting). - Significant experience managing high-risk clinical situations (e.g., suicidality, mandated reporting), CISD coordination, working with HR/ER and/or corporate leadership teams. - Bilingual, Spanish-speaking candidates strongly preferred (but not required). - Must be a full-time resident of the United States; work cannot be completed from outside the United States. Requirements - Manager Consultations: Provide clinical consultation and guidance to leaders, HR, and ER teams on employee behavioral health concerns, workplace dynamics, and appropriate support strategies. - Critical Incident Stress Debriefing (CISD) Coordination: Coordinate and facilitate responses to critical incidents, including identifying appropriate responders, organizing logistics, and conducting follow-up care outreach. - Leadership level support: Deliver discreet, high-touch clinical support to executives and VIP employees, ensuring timely and sensitive handling of complex concerns. - Inbound Organizational Support: Respond to calls and emails from company representatives (HR, ER, benefits leaders) with clinical expertise and Lyra resource guidance. - Proactive Outreach: Reach out to employees identified as high-risk or in crisis, offering in-the-moment support, risk assessment, safety planning, and care navigation to ensure connection to care. - Collaboration: Partner with internal departments such as Customer Success, Workforce Transformation, operations, and clinical leadership to ensure seamless coordination of services and alignment with contractual commitments. - Documentation: Maintain accurate, timely, and confidential records of all interactions in compliance with HIPAA and Lyra protocols. - Identify roadblocks to clinical care options for our clients using Lyra’s proprietary software and other methods to connect clients to the ideal treatment, based on specific needs and preferences. - Independently manage a caseload of complex, multi-need clients. Benefits - Comprehensive healthcare coverage (including medical, dental, vision, FSA/HSA, life and disability insurances). - Lyra for Lyrians; coaching and therapy services. - Equity in the company through discretionary restricted stock units. - Competitive time off with pay policies including vacation, sick days, and company holidays. - Paid parental leave. - 401K retirement benefits. - Monthly tech allowance. - We like to spread joy throughout the year with well-being perks and activities, surprise swag, free food, regular community celebration…and more!

Role Description AO Globe Life is seeking dedicated, people-focused professionals to join our remote team. This opportunity is ideal for individuals who enjoy helping others, thrive in a structured yet flexible environment, and want to build a long-term professional career while working from home. In this role, you will assist individuals and families across the United States in understanding and accessing important supplemental benefit programs designed to provide financial protection and peace of mind. You will connect with individuals who have requested information about benefit programs, schedule virtual consultations, and guide them through their available options. Our organization provides structured training, ongoing mentorship, and a supportive culture that ensures every team member has the tools needed to succeed. Responsibilities - Connecting with individuals who have expressed interest in learning about benefit programs - Scheduling and conducting virtual consultations via Zoom with individuals and families across the U.S. - Listening to client needs and helping them identify benefit options that fit their circumstances - Explaining available programs clearly and professionally - Assisting clients through the enrollment process from start to finish - Maintaining organized and accurate digital records of client interactions and documentation - Providing follow-up support to ensure a positive client experience - Participating in team meetings, mentorship sessions, and ongoing training - Collaborating with colleagues to share best practices and support team success This role requires professionalism, integrity, and strong time management while working independently in a remote environment. Qualifications - Strong communication and active listening skills - Ability to build trust and rapport in virtual conversations - High attention to detail and strong organizational skills - Self-motivation and accountability in a remote environment - Comfort using digital platforms such as Zoom and CRM systems - A positive attitude and willingness to learn - Experience in customer service, client relations, consulting, or sales is helpful but not required. Requirements - Must be legally authorized to work in the United States - Reliable high-speed internet connection - Windows-based laptop or desktop computer with a webcam - Quiet and professional workspace suitable for virtual meetings Training and Support AO Globe Life provides structured onboarding and mentorship to ensure every team member is prepared for success. New team members receive hands-on guidance for conducting virtual consultations, managing client relationships, and navigating compliance requirements. In addition to onboarding, team members participate in ongoing weekly training sessions focused on communication skills, product knowledge, and professional development. What You Can Expect Team members enjoy a collaborative remote environment where professionalism, service, and accountability are valued. Because all consultations are conducted virtually, professionals can work from anywhere in the United States while remaining connected through training, mentorship, and team collaboration. Many individuals in this role find fulfillment in the combination of meaningful client interaction, continuous learning, and opportunities for career advancement. Who Thrives in This Role - Enjoy helping others and providing meaningful service - Appreciate structure while maintaining independence - Communicate clearly and build relationships easily - Value professional development and continuous learning - Want to work remotely while remaining connected to a team No prior experience in the insurance or benefits industry is required. A strong work ethic and willingness to learn are the most important qualities for success. Company Description For more than 70 years, AO Globe Life has provided supplemental benefits to working families across the United States. Our organization partners with labor unions, credit unions, and veteran organizations to help families protect their financial futures. Our remote-first team focuses on service, integrity, and professional growth while providing meaningful career opportunities nationwide.