Manager Of Operations- Aurora

Job Location

23911 E Arapahoe Rd, Aurora, Colorado

• Make a difference in the lives of real people every day
• Diverse community
• Competitive total compensation package
• Well‑Funded General Employees Retirement Plan
• Light rail station minutes away
• On‑site fitness center and overall employee well‑being programs
• Internal educational programs to assist with career advancement
• Access to innovation work spaces

Hiring Range: $99,166 – $123,958 annually

Full Salary Range: $99,166 – $154,948 annually

• Lead and develop first‑line supervisors while ensuring seamless operational performance across Aurora
  911.
• Maintain real‑time awareness of operations, leveraging data to anticipate needs and keep the Operations Division agile, responsive, and aligned with organizational priorities.
• Coach supervisors through instruction, observation, and feedback, building confidence, decision‑making, and people‑leadership skills.
• Model a healthy and accountable culture, promote succession planning, and collaborate with internal and external partners to enhance service delivery.
• Evaluate workflows, policies, and SOPs to ensure they are current, efficient, and aligned with industry standards and community needs.
• Support a flattened leadership model that values influence, presence, and relational trust.
• Maintain on‑site leadership presence using live observation and real‑time awareness.
• Facilitate collaborative, team‑based problem‑solving among supervisors.
• Identify individual development needs and create growth plans for succession.
• Monitor and evaluate supervisor performance and take appropriate action, including coaching and personnel recommendations.
• Maintain real‑time awareness of operational activity, service levels, and employee workload.
• Monitor call‑processing metrics, staffing deployment, and service trends to identify gaps.
• Collaborate with supervisors to interpret performance data and enact improvements.
• Initiate timely interventions when performance shifts, service impacts, or morale concerns emerge.
• Ensure operational decisions support immediate service needs and long‑term strategic priorities.
• Contribute operational insight to the development and revision of policies, SOPs, and workflows.
• Represent Aurora
  911 Operations in interdepartmental initiatives and pro‑active communication with partner agencies.
• Maintain operational oversight of critical public safety communication systems.
• Provide operational perspective during technology upgrades and integrations.
• Translate departmental strategic priorities into clear operational expectations.
• Promote a culture of transparency and trust through clear rationale for leadership decisions.
• Exercise delegated authority to recommend personnel decisions, including hiring, corrective action, and disciplinary referrals.
• Respond to public inquiries or complaints related to Operations with professionalism and alignment to Aurora
  911 values.
• Provide context and recommendations for public incidents that generate concern.
• Represent Aurora
  911 Operations in community or city discussions with accurate and transparent information.
• Identify and elevate feedback patterns from the community or partners, recommending improvements where appropriate.

• Education:
  
  Bachelor’s Degree in business, public administration, organizational communications, information technology, or related field.
• Experience:
  
  Six (6) years of 9‑1‑1 Emergency Communications experience.
• Experience:
  
  Three (3) years as an Emergency Communications Supervisor.
• Licenses and
  
  Certifications:
  
  NCIC/CCIC, CPR/First Aid, NIMS (100, 700, 800), MPDS/FPDS/PPDS, Crisis Intervention.
• Knowledge: ECC systems, CAD, radio, public safety communications technologies, leadership, coaching, delegation, accountability, succession planning, adult learning, cultural awareness, generational principles, 9‑1‑1 operations, policy and SOP lifecycle, public safety standards, liability awareness, compliance obligations, performance metrics, staffing models, interagency coordination.
• Skills:
  
  Lead, mentor, evaluate supervisors; translate operational data into actionable improvements; communicate…