Operations Deputy Director

Operations Deputy Director

Salary

$99,975.03 - $139,081.11 Annually

Location

Boston Police Headquarters - 1 Schroeder Plaza

Job Type

Full-Time

Job Number

2026-00072

Department

Police Department

Opening Date

09/17/2026

Closing Date

11/17/2026 11:59 PM Eastern

• Description
• Benefits

Overview

The Operations Division of the Boston Police Department is the critical link between the public and emergency responders in the City of Boston. The Division serves as the City's primary Public Safety Answering Point (PSAP), handling all initial 911 calls and requests for assistance from the general public. It is also responsible for all dispatch-related services for the Boston Police Department and houses several other 24-hour mission-critical support services.

The Operations Division Deputy Director will coordinate and oversee the daily operational management, planning, and administration of the Boston Police Operations Division and directly support the Operations Division Director. The Deputy Director may serve as the Division Commander in the Directors absence. The Deputy Director will manage, direct, counsel, and supervise Operations Division floor managers, sworn and civilian supervisors, the Training Coordinator, and other support and administrative personnel. The Deputy Director will research and stay current on all industry-related standards, trends, and technologies, and make appropriate recommendations for improvement to the Director. The Deputy Director will research and recommend equipment and technology replacements, enhancements, and upgrades to maintain and enhance the Division's mission and efficiency standards.

The Deputy Director will be responsible for developing and implementing the Division's Training and Quality Assurance programs in accordance with all applicable industry standards and best practices. Duties will include monitoring all employees for compliance with developed training and procedures and developing necessary performance improvement plans.

Responsibilities

• Assists the Operations Director in providing strategic and operational leadership for the daily management of the Division.
• Supervises, counsels, and guides Operations Division managers, sworn and civilian supervisors, and all other Division personnel as needed.
• Provides operational oversight for the implementation of new technologies and systems that support Division operations.
• Fosters a service-oriented and cooperative attitude among staff to ensure coordination of efforts and efficient and intelligent use of resources.
• Develops staffing plans and ensures proper staffing to effectively manage the Division's workload and achieve service level objectives.
• Ensures Division compliance with all Departmental rules, regulations, directives, and all state and federal rules, regulations, and directives pertaining to 911 and public safety telecommunicator training.
• Provides operational oversight for division personnel with the planning and implementation of new technology or systems.
• Coordinates with the Director as a liaison to Boston Police Department Commanders, staff, and other City, State, and Federal agencies and officials.
• Attends public meetings and represents the interests of the City, Department, and Division.
• Coordinates with commanders and officials from Boston Fire and EMS to ensure proper planning, direction, and operation of the City's 911 emergency response system.
• Ensures that all systems, programs, and equipment are maintained in good repair.
• Plans, organizes, and directs the Operations Divisions activities, and monitors and evaluates the effectiveness of short- and long-term goals and programs.
• Participates in and makes effective recommendations regarding the hiring, promotion, transfer, discipline, and termination of Operations Division staff.
• Coordinates with the Director and recommends additions and changes to Division policies, procedures, and protocols in accordance with national and industry best-practice standards.
• Monitors operational performance metrics and implements required changes in consultation with the Division Director.
• Evaluates operational performance and recommends corrective actions and continuous improvement initiatives to the Director.
• Coordinates with the Director in investigating complaints and works with the Training Coordinator to develop performance improvement plans for Operations Division staff.
• Coordinates with the Training Coordinator to develop, direct, and implement a comprehensive training plan and curriculum for incumbent personnel and new hires in all division areas.
• Develops and participates in a comprehensive Quality Improvement Program for all areas of the Division.
• Conducts staff meetings and promotes solution-oriented problem-solving with staff.
• Resolves conflicts and handles employee complaints and concerns professionally and confidentially.
• Maintains all necessary documentation, correspondence, and records.
• Represents the Division in labor-management meetings and assists with contract administration and grievance resolution.

Minimum Entrance Qualifications

• At least six (6) years of full-time or equivalent part-time paid experience as a 911 call-taker, dispatcher, or emergency telecommunicator is strongly preferred, with at least three (3) of those years spent performing at a supervisory, training, or management level. Exceptions may be made at the discretion of Department management in cases of demonstrated competency and work performance.
• A bachelor's degree in a business or public administration, management, or related field is strongly preferred.
• Must be able to type 35 words per minute
• Possess excellent verbal and written communication and strong organizational and interpersonal skills with the ability to plan strategically and manage projects.
• Must be able to read and communicate clearly in English.
• Must compose and prepare business correspondence using standard business English.
• Must be familiar with the principles, practices, and techniques involved in the operations of 911 emergency public safety communications systems, administration, and equipment. Should also be familiar with the principles, practices, and techniques of leadership, management, and supervision in a public sector setting.
• Must be able to work professionally and courteously with co-workers and supervisors in a fast-paced, diverse, and high-pressure environment.
• Must demonstrate the knowledge and ability to work effectively with individuals and groups with various identities, cultures, backgrounds, and ideologies.
• Must be comfortable working and training with individuals and groups with varying learning styles and needs.
• Ability to plan, organize, lead teams, manage staff, make public presentations, and provide problem analysis and sound decision-making.
• Communicate effectively with elected officials, employees of other agencies, and citizens in public settings.
• Exercise discretion and confidentiality over sensitive Department operations and employee issues.
• Ability to remain calm and provide direction under stressful and emergency situations.
• Must work different shifts, including nights, holidays, weekends, and mandated overtime. Must have on-call availability at night and on weekends.
• Have a working knowledge of police, fire, and EMS operational principles, practices, and techniques.
• Computer literacy is required, mainly working in an MS Windows environment, with competency in using MS Office and the Google suite of applications.
• Must be able to operate office equipment and machinery, including but not limited to computers, monitors, fax machines, copiers, printers, and scanners.
• Must be able to exercise sound judgment and focus on detail as required by the job.
• Must be able to work independently and as part of a team.
• Obtain certifications in NCIC/CJIS, Massachusetts Certified 911 Telecommunicator, Basic telecommunications, NIMS/ICS, and other various training as required.

Work Environment:

A general emergency communications center environment with air conditioning and fluorescent lighting. Duties performed may involve situations that may include exposure to stress and vicarious (secondary) trauma.

The Operations Division is a 24-hour/7-day-a-week operation with three (3) working shifts. The Deputy Director may be assigned to work different shifts or hours.

THIS POSITION IS DEEMED ESSENTIAL, AND PERSONNEL MUST REPORT TO WORK DURING EMERGENCY SITUATIONS AND ADVERSE WEATHER CONDITIONS

CRIMINAL RECORD CHECK REQUIRED

A PRE-EMPLOYMENT DRUG TEST IS REQUIRED

BOSTON RESIDENCY REQUIRED

Terms:

Union/Salary Plan/Grade: Non-Union/MM2-10

Hours per week: 35

The City of Boston is proud to be an Equal Opportunity Employer. We invite applications from all qualified individuals and do not discriminate based on race, color, national origin, ancestry, religion, sex, sexual orientation, gender identity or expression, age, disability, genetic information, marital status, military or veteran status, or any other protected category.

At the City of Boston, we provide our employees with a wide array of benefits and resources that foster both their professional and personal development. Our goal is to make City government a place where everyone is empowered to make a positive impact for the communities in which we live, work, and play.

For full-time positions, employees may be eligible for the following benefits depending on the nature of their employment and applicable Collective Bargaining Agreement (CBA) for the position. View the Collective Bargaining Agreements page to learn more.

Benefits Available to City Workers

• Retirement & Savings Opportunities: Membership in the Boston Retirement System (BRS), a benefit pension plan providing lifetime income to vested employees when they retire, along with deferred compensation options to help you build a secure future. Visit boston.gov/retirement to learn more.

• Health Insurance & Benefits: The City offers competitive medical, dental, and vision coverage, plus flexible spending (FSA), dependent care accounts, and life insurance for our employees. Visit boston.gov/insurance to learn more.

• Other Benefits: City employees enjoy a benefits package featuring paid time off and leave, subsidized transit (MBTA and Bluebikes), educational assistance, and employee wellness programs. Visit boston.gov/life-city-boston to learn more.

• Salary information: To view salary plans and understand how salaries work at the City of Boston, go to boston.gov/salary.

Part-time employees who are scheduled to work for 20 hours or more per week may also be eligible for benefits on a pro-rated basis. Please refer to the applicable Collective Bargaining Agreement (CBA) to learn more about any benefits available for this position.

If you have any questions about the benefits offered for this position, please contact the Office of Human Resources at 617-635-3370 or ohr@boston.gov.

Employer City of Boston (MA)

Address 1 City Hall Plaza, Room 612

Boston, Massachusetts, 02201

Phone 617-635-3370

Website https://www.boston.gov