Deputy Director of Operations

Job Summary

The Deputy Director of Operations is responsible for the overall daily management and operational oversight of the communications center to ensure the delivery of efficient, effective, and compliant emergency and non-emergency dispatch services.

The Deputy Director of Operations is responsible for the overall daily management and operational oversight of the communications center to ensure the delivery of efficient, effective, and compliant emergency and non-emergency dispatch services.

This position provides leadership and direction for operational personnel, including Operations Supervisors, Shift Supervisors, Dispatch and Call taking personnel, and Warrants/NCIC personnel. The Deputy Director of Operations ensures operational readiness, adherence to agency policies and industry standards, regulatory compliance, and continuity of service in a 24/7 public safety communications environment.

This position is classified as administrative.

Education and Experience Requirements

Bachelor’s degree in Public Administration, Criminal Justice, Emergency Management, Communications, or a related field; equivalent work experience will be considered. Significant progressively responsible experience in public safety communications or emergency dispatch operations. Supervisory or management experience in a communications center or comparable public safety environment. Working knowledge of emergency communications operations, dispatch protocols, CAD systems, and radio communications systems. Minimum of two (2) years of full-time experience as an Operations Supervisor with SJCCA or a comparable emergency communications center.

Ability to obtain required certifications within six (6) months of hire, except the New Mexico Public Safety Telecommunicator (PST) licensure, which can be obtained within twelve (12) months of hire.

Communications center manager certifications such as Center Manager Certified Program (CMCP);
Emergency Number Professional (ENP). Experience with accreditation processes and quality assurance programs. Experience in organizational leadership, workforce development, and operational planning.

• Cardiopulmonary Resuscitation (CPR)
• National Crime Information Computer Operator (NCIC)
• New Mexico Emergency Medical Dispatch certification (NMEMD)
• Emergency Fire, Medical, and Police Dispatch certification (EFD, EMD, EPD)
• Emergency Dispatch Quality Assurance – Fire, Medical, or Police Certification (EMDQ)
• New Mexico Public Safety Telecommunicator Certification (NMPST)
• Association of Public Safety Communications Officials Supervisor Certification, or equivalent (APCO Supervisor)
• High School Diploma or G.E.D.
• Must possess and maintain a valid New Mexico driver’s license and acceptable driving record

Work is performed primarily in an indoor office environment within an emergency communications center.

Work involves light physical activity and prolonged periods of sitting, computer use, and operation of communications equipment. Frequent hand and finger dexterity is required.

This position operates within a 24/7 public safety communications environment and requires the ability to manage competing priorities while maintaining operational continuity and service reliability.

The position may require extended work hours, evenings, weekends, holidays, and emergency response availability. Reliable attendance is essential.

Employees must comply with all applicable federal and state regulations, agency policies, background investigation requirements, hearing standards, and drug-testing requirements.

The following duties are representative of the position and are not intended to be all
-inclusive:

• Direct and oversee the day-to-day operations of the communications center to ensure uninterrupted emergency communications services.
• Supervise Operations Supervisors, the Warrants Supervisor, and other assigned operational support personnel.
• Manage and evaluate dispatch operations, including call-taking, radio communications, incident…