Operations Manager

Job Description

Job Description

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). 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.

Essential Duties & Responsibilities

Field Supervisor Development & Accountability

• 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.

Cross-Shift Consistency & Regional Performance

• 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.

Schedule, Staffing & Coverage

• 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.

Quality (QA / QI)

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

Discipline & Handbook Application

• 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.

Customers, Complaints & Compliance

• 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.

Coverage & Interim Backfill

• 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.

Performance Standards

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.

Requirements

Qualifications

• 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.
• Paramedic certification/licensure ; 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 private ambulance environment.

Knowledge, Skills & Abilities

• Ability to read and act on regional performance data and trends, distinguishing signal from noise.

• Strong leadership, coaching, and supervisor-development skills; consistent and fair application of policy.
• Sound judgment on escalation, formal corrective action, and cross-department coordination.
• Clear written and verbal communication and accurate, factual documentation.

Physical Demands & Working Conditions

• Primarily administrative, with field presence required for observations and incident response across all shifts and hubs, including nights, weekends, and holidays as needed.
• Exposure to emergency scenes, varied weather, biohazards, and high-stress situations.
• Must be able to lift up to 75 pounds at times.
• Position requires varying times sitting; either driving or carrying out tasks at a desk.
• Position requires full range of motion. Movements include but are not limited to standing, kneeling, stooping, reaching, pulling and pushing, lifting, and grasping.

Benefits

We offer a comprehensive benefits package that includes medical, dental, and vision insurance to ensure the well-being and health of our employees.

We invest in your future with a 401(k)-retirement plan that includes an employer match of up to 5%, helping you build a long-term financial security.

We value work-life balance and offer paid time off (PTO), giving you the flexibility to rest, recharge, and take care of what matters most.

To maintain a professional and consistent appearance across our team, uniforms are provided to all employees, ensuring you always look your best while representing our company.

Wages:

The estimated annual compensation is $125,000 - $175,000