Operations Manager

The Operations Manager (OM) is the regional leader accountable for the development, performance, and conduct of the Field Supervisors in an assigned region — North (Burlington + MLT) or South (Fife). The OM owns the people side of field operations across all shifts: mentoring and developing each Field Supervisor, owning quality and trend performance for the region, managing the schedule, and owning formal discipline and proper handbook application.

Where the Field Supervisor owns a single shift and the Operation Supervisor owns real-time command of the system during their on-duty window, the OM owns the cross‑shift consistency of the region and the supervisors who run it — turning the Director's goals into a developed, accountable FS tier and preparing those Field Supervisors for advancement to the Operation Supervisor role.

• Mentor and develop each Field Supervisor in the region; build sound, independent judgment and prepare Field Supervisors for advancement to the Operation Supervisor role
• Conduct regular, documented field observations and ride‑alongs of each Field Supervisor
• Complete Field Supervisor evaluations on time, grounded in observation and KPI performance; submit to the DO for final approval

• Own rolling regional performance — response‑time compliance, unit hour utilization, overtime, and clinical quality — across all shifts and hubs in the region, distinguishing real trends from single‑shift noise
• Ensure standards are applied consistently across day, night, and peak seats so a crew's experience does not depend on which shift they work
• Compile the regional KPI package and submit it to the Director of Operations on schedule

• Own the regional schedule and staffing fill; manage the vacancy pipeline and overtime against budget
• Maintain the staffing design so unit‑to‑FS coverage stays within the 1:13 ceiling at peak (green ≤ 1:10; amber 1:10‑1:13; red above 1:13)
• Monitor turnover and 90‑day new‑hire retention as early‑warning trends and address root causes with HR

• Own regional clinical QA/QI pass rates and trends; convert recurring gaps into targeted training in coordination with QA and Training

• Own formal corrective action for the region — Written Corrective Action and Written Final Corrective Action — and ensure consistent, defensible handbook application
• Receive escalations from Field Supervisors for any matter beyond verbal counseling / Letter of Discussion; document every step and track every open action to closure

• Own escalated hospital, facility, and personnel complaints in the region; track recurrence and fix the underlying cause
• Operate the region within the compliance program in coordination with HR and QA

• Per the staffing model, no operational supervisor seat is left vacant: when an Operation Supervisor seat is short, an Operations Manager or a Field Supervisor steps up; the OM ensures interim coverage is arranged

The Operations Manager is evaluated against the Operations Manager KPI Document — the regional, cross‑shift view of FS development, quality, staffing, attendance, and discipline. Targets are set by leadership against contracts, budget, and historical baselines.

• Demonstrated EMS operations leadership, including prior experience as an Operation Supervisor / Operations Supervisor, Captain, or equivalent supervisory role
• Proven ability to develop supervisors and to build and hold a supervisory structure accountable
• Strong written and verbal communication — capable of producing enforceable policy and clear, defensible disciplinary documentation
• Experience with performance management, progressive discipline, scheduling, and HR coordination
• Current state EMT or Paramedic certification/licensure [as required]; valid driver's license and acceptable driving record
• Availability for critical‑incident response outside administrative hours
• Familiarity with 911 and IFT BLS operations in a…