Manager Of Operations- Aurora 911

Job Location 23911 E Arapahoe Rd, Aurora, Colorado 80016-4120 Why Work for Aurora? Make a difference in the lives of real people every day Diverse community Competitive total compensation package Well‑Funded General Employees Retirement Plan Light rail station minutes away On‑site fitness center and overall employee well‑being programs Internal educational programs to assist with career advancement Access to innovation workspaces Compensation Hiring Range: $99,166 – $123,958 annually Full Salary Range: $99,166 – $154,948 annually Primary Duties & Responsibilities Lead and develop first‑line supervisors while ensuring seamless operational performance across Aurora911. Maintain real‑time awareness of operations, leveraging data to anticipate needs and keep the Operations Division agile, responsive, and aligned with organizational priorities. Coach supervisors through instruction, observation, and feedback, building confidence, decision‑making, and people‑leadership skills. Model a healthy and accountable culture, promote succession planning, and collaborate with internal and external partners to enhance service delivery. Evaluate workflows, policies, and SOPs to ensure they are current, efficient, and aligned with industry standards and community needs. Support a flattened leadership model that values influence, presence, and relational trust. Maintain on‑site leadership presence using live observation and real‑time awareness. Facilitate collaborative, team‑based problem‑solving among supervisors. Identify individual development needs and create growth plans for succession. Monitor and evaluate supervisor performance and take appropriate action, including coaching and personnel recommendations. Maintain real‑time awareness of operational activity, service levels, and employee workload. Monitor call‑processing metrics, staffing deployment, and service trends to identify gaps. Collaborate with supervisors to interpret performance data and enact improvements. Initiate timely interventions when performance shifts, service impacts, or morale concerns emerge. Ensure operational decisions support immediate service needs and long‑term strategic priorities. Contribute operational insight to the development and revision of policies, SOPs, and workflows. Represent Aurora911 Operations in interdepartmental initiatives and pro‑active communication with partner agencies. Maintain operational oversight of critical public safety communication systems. Provide operational perspective during technology upgrades and integrations. Translate departmental strategic priorities into clear operational expectations. Promote a culture of transparency and trust through clear rationale for leadership decisions. Exercise delegated authority to recommend personnel decisions, including hiring, corrective action, and disciplinary referrals. Respond to public inquiries or complaints related to Operations with professionalism and alignment to Aurora911 values. Provide context and recommendations for public incidents that generate concern. Represent Aurora911 Operations in community or city discussions with accurate and transparent information. Identify and elevate feedback patterns from the community or partners, recommending improvements where appropriate. Minimum Qualifications & Working Conditions Education: Bachelor’s Degree in business, public administration, organizational communications, information technology, or related field. Experience: Six (6) years of 9‑1‑1 Emergency Communications experience. Experience: Three (3) years as an Emergency Communications Supervisor. Licenses and Certifications: NCIC/CCIC, CPR/First Aid, NIMS (100, 700, 800), MPDS/FPDS/PPDS, Crisis Intervention. Knowledge: ECC systems, CAD, radio, public safety communications technologies, leadership, coaching, delegation, accountability, succession planning, adult learning, cultural awareness, generational principles, 9‑1‑1 operations, policy and SOP lifecycle, public safety standards, liability awareness, compliance obligations, performance metrics, staffing models, interagency coordination. Skills: Lead, mentor, evaluate supervisors; translate operational data into actionable improvements; communicate strategic intent; facilitate performance conversations; resolve conflicts; use ECC systems; write and present professional summaries, analyses, and recommendations; navigate interagency partnerships. Abilities: Promote a positive workplace environment; maintain open communication; build trust with line‑level employees; maintain visible leadership presence; anticipate operational issues proactively; demonstrate composure during complex situations; balance short‑term and long‑term needs; influence and align others; interpret and apply federal, state, and local policies. Essential Personnel Members of Aurora911 are considered essential personnel and are subject to call back, extended shifts and other forms of mandatory overtime to ensure continuity of emergency services to the city. Physical Demands Light physical activity requiring lifting, pushing or pulling up to 10 pounds. Occasional lifting, carrying, walking and standing. Sitting for lengthy periods of time. Frequent hand/eye coordination to operate computer screens and keyboard. Frequent use of hands and fingers to handle, feel, or operate computer and radio. Vision with normal color vision to read computer screens and written material. Clear speech communication to effectively communicate with citizens and public safety organizations. Hearing to maintain communication. Work Environment Essential duties performed primarily in a clean, comfortable environment. Various noise levels with periods of high activity and volume. Equipment Used Computer and other standard office equipment, including multiple monitors. May occasionally use personal equipment (e.g., vehicle, cell phone, tools) as part of employment. Legal & Equal Opportunity Statements The City of Aurora is an equal opportunity employer. We are required by state and federal agencies to keep certain statistical records on applicants. This information will not be used in any way to discriminate against you because of your sex, race, age, sexual orientation, creed, national origin, disability or military status, gender identity, unless related to a bona fide occupational qualification as defined by the Colorado Civil Rights Commission and the Equal Opportunity Commission. Despite changes in Colorado law, the City of Aurora maintains a drug‑free workplace. A positive test of marijuana is grounds for disqualification and ineligibility for employment with the city for one year or termination once hired. As a condition of employment, all applicants selected for employment with the City of Aurora must undergo a thorough criminal background check. Applicants selected for safety‑sensitive positions are required to complete and pass a drug screening as a condition of employment. #J-18808-Ljbffr