Operations Manager, Communications

Operations Manager, Communications

Operations Manager - Hybrid Role | Charlotte, NC

Duties and Responsibilities:

• Accomplishes staff results and consistent measures by communicating job expectations to supervisors; planning, monitoring, and appraising job results; oversees coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.
• Responsible for managing major components of the Communication Center in collaboration with Field Operations, including but not limited to, daily system oversight, unit hour production and schedule execution for the upcoming operational period.
• Establish and achieve strategic goals by gathering pertinent business, finance, service, and operations information; identifying and evaluating trends and options; choosing a course of action; defining objectives; evaluating outcomes.
• Accomplishes financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions. Collaborates on 911 Surcharge annual budget and quarterly submissions to ensure appropriate reimbursement of applicable expenditures from NC 911 Board 911 Surcharge Tax.
• Maintains quality service by supporting and holding accountability for quality and customer service standards; analyzing and resolving quality and customer service problems; identifying trends; recommending system improvements.
• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies. Contributes to team effort by accomplishing related results as needed.
• Responsible for Communications oversight with Mecklenburg County Fire Departments by building and fostering relationships. Improve customer experience by understanding their needs and seeking process improvements within Agency, system, and Communications boundaries and responsibilities.
• Primary voting member of RCC (Radio Communications Council) to include ensuring work accomplished is understood as to impact on our Radio System.
• Agency Representation - Adhere to the Medic Standards of Behavior. Adheres to Medic's Core Values of compassion, customer advocacy, fairness, honesty, integrity, responsibility and straight forwardness. Maintain a positive working relationship with internal and external customers. Maintain confidentiality of information, abide by all applicable laws, comply with departmental policies and corporate compliance plans. Make recommendations for process improvement. Development and support adherence to all Agency policy and procedures.
• Responsible for performance management, project management, coaching, supervision, quality management, budget development, developing standards, and fostering teamwork within Operations-Communications.
• Employee Relations – Manages subordinate supervisors, who supervise employees in Communications. Responsible for overall direction, coordination, and evaluation of this unit. Oversees Operations Supervisors' investigations of employees for disciplinary matters, review reports regarding the investigations and approves discipline recommendations in consultation with the Human Resources. Provides leadership to Supervisors and employees in order to develop skills enabling them to resolve difference and conflicts, and advises employees, in consultation with HR as needed. Coordinates and facilitates grievance procedures. Analyzes, develops and reviews policies and regulations for personnel matters. Advises Operations Supervisors on the proper procedure in handling personnel matters and issues including employee evaluations. Responsible for developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.
• Project Work – regularly participates in Agency approved improvement projects as Team Lead or participant. Ensures updates/outcomes are reported to senior leadership.
• Responsible for developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.

Specialization:

• Responsible for Communications operations oversight for Mecklenburg County Fire Departments and MEDIC.
• Use structured and approved improvement processes to continuously evaluate and better communications procedures and operations.
• Build and maintain relationships with stakeholders to foster collaboration and continuity of service across Mecklenburg County.
• Primary voting member of RCC (Radio Communications Council) to include ensuring work accomplished is understood as to impact on our Radio System.
• Assists CMED QI in ACE (Accredited Center of Excellence) oversight to ensure ACE standards are met and exceeded consistently.
• SSP (System Status Plan) oversight to ensure plans are followed, training is complete and Response Time Compliance goals are met or exceeded. Continuously seeks improvement in this area based on best practices or implementation of new improvement processes.
• Handles scheduling, resource management and approval of benefit leave for all Communications employees to ensure demand of the system is met.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit for prolonged periods, maintain hand and finger dexterity, view a computer screen for extended periods, listen to and comprehend instructions, sustain concentration for tasks requiring attention to detail, and occasionally reach, stoop, kneel, stand, walk, crouch or crawl. While performing the duties of this job, the employee may be required to lift or carry light objects, up to 25 pounds.

Experience:

• S. or G.E.D required
• Five (5) years of progressive experience leading communications centers in complex environments
• Technical certificate of EMD/EFD, ENP, NENA/APCO membership preferred
• Bachelor's degree from accredited four-year college or university or five to seven years related experience and/or training; or equivalent combination of education and experience preferred
• System Status Management experience preferred

Licenses & Certifications:

• NAED EMD/EFD certification
• NENA/APCO Membership
• ENP certification preferred
• valid NC/SC driver's license

Interested applicants must ensure completion of the following steps NO LATER THAN JULY 15TH 2026 to be considered for the position:

• Complete the online application and upload a resume in the UKG recruitment portal.

Salary Range. $99,446 - $130,000 / year

If you have any further questions please contact MEDIC Recruitment at jobs@medic911.com

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.