Emergency Operations Center Manager

Purpose of Position

The EOC Manager (EOC-M) is responsible for the management, guidance, and development of all Emergency Operations Center personnel, services, and activities.

The EOC-M reports directly to the Emergency Operations Manager (EOM).

The EOC-M primary business objective is to maximize retention of Fireside's Service Agreement clients. The EOC-M's primary operational purpose is to maintain 24/7/365 monitoring coverage (Flight Monitoring, Marine Vessel Monitoring, and Hazardous Event Monitoring Services), ensure response readiness, and build and sustain a trained and experienced team, technical capabilities, and infrastructure necessary to achieve this objective. This is an Emergency Response role with significant time demands that often extend beyond regular duty hours.

This position requires calm, effective decision‑making in high‑stakes situations.

Exempt

• Manage all operations in the EOC, including flight and marine monitoring services, hazardous event monitoring services, client support, and response coordination, working closely with the EOC Supervisor and Emergency Operations Manager (EOM) as instructed.
• Lead the emergency response effort within the EOC and closely support the EOM for overall management of response activities.
• Maintain open communication and a strong relationship with the EOM, backfill operational duties for the EOM in their absence where applicable.
• Lead process improvement initiatives and ensure the Company maintains complete and fully integrated readiness to support all clients.
• Identify the need for, develop the scope, and then oversee the implementation of department‑level policy and procedural changes.
• Establish department‑level goals and drive their accomplishment.
• Serve as the account manager for key client accounts.
• Assist all EOC personnel with handling complex or challenging operational matters as needed.
• Oversee training of new team members.
• Lead onboarding meetings for new clients.
• Ensure 24/7 shift coverage and facilitate schedule adjustments to cover sick leave, vacation time, etc.
• Approve and submit weekly timesheets for part‑time personnel.
• Oversee remote EOC support for client emergency response drills and tabletops, as needed.
• Serve as a subject‑matter expert on all EOC monitoring and response services and participate in operational and sales presentations on related topics as applicable.
• Required to be available during business and non‑business hours via company/personal mobile devices.
• During a client emergency, work closely with the Emergency Operations Center Team (EOC) and HELP Team Leads to assign HELP Team personnel in anticipation of needs and allocate personnel and resources appropriately.
• Function as the primary communication link between the EOC Team and IT/Shared Services.

This role requires on‑site work and cannot be performed remotely.

Fireside Partners will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990, as amended by the ADA Amendments Act of 2008.

• College degree preferred in an aviation discipline, emergency management/operations, or related disciplines.
• Five or more years of strong operational experience in aviation and/or emergency management, police/EMS, or military, and/or federal agency with operations missions.
• Three or more years of team‑level supervision and leadership.
• Experience mentoring subordinates.
• Excellent presentation skills: ability to inform, educate, and train.
• Strong verbal, written, and interpersonal skills.
• Attention to detail, displays situational awareness, and is poised under pressure.

• Demonstrated experience in developing emergency, business continuity, safety systems, and/or relevant plans and programs.
• Excellent people skills, credible, articulate, and able to hold the attention of individuals and groups.
• Possess personal qualities of integrity, credibility, and commitment to corporate mission and client service.
• Flexible and able to balance competing priorities; can work within a fast‑moving environment while demonstrating resourcefulness.
• Strong Microsoft Office skills.
• Ability to work non‑standard hours and to be on call 24/7.

Please note that this job description is not intended to cover or list in full the activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice, especially during contingency operations.