Director of Dispatch Operations

DIRECTOR OF DISPATCH OPERATIONS

Full-Time | Reports to Chief Operating Officer About National Health Transport National Health Transport (NHT) is a leading private ambulance service operating across multiple districts in Florida. We provide critical ALS, BLS, and CCT transport services around the clock, supported by a dedicated team of dispatchers and call takers working 24/7 from locations around the world. As we continue to grow, we are seeking a dynamic and driven leader to take our dispatch operations to the next level. The Opportunity We are looking for a Director of Dispatch Operations to lead, manage, and continuously improve all aspects of our dispatch center. This individual will oversee a team of approximately 40 dispatchers and call takers operating across multiple time zones. The ideal candidate is a forward‑thinking leader who embraces technology—including artificial intelligence—as a tool to drive performance, efficiency, and service quality. This is not a role for someone content with the status quo. We want a self‑starter who is constantly seeking ways to innovate, streamline processes, and raise the bar for the entire operation. Key Responsibilities Direct and oversee all dispatch operations across NHT’s service areas, ensuring seamless 24/7 coverage with remote teams operating worldwide. Lead, supervise, and motivate a team of approximately 40 dispatchers and call takers, fostering a culture of accountability, professionalism, and continuous improvement. Develop and implement operational policies, procedures, and performance standards that drive efficiency and service excellence. Monitor key performance indicators including response times, on‑time performance, and unit hour utilization; use data to identify trends and implement corrective actions. Champion the adoption of AI‑driven tools and emerging technologies to enhance dispatch decision‑making, resource allocation, and operational workflows. Coordinate staffing schedules to ensure adequate coverage during peak demand periods, including evenings, weekends, and high‑volume events. Serve as the on‑site operations leader during disasters, severe weather events, and other emergencies requiring in‑office presence and hands‑on management. Collaborate with district Directors, field supervisors, and senior leadership to align dispatch performance with organizational goals. Manage quality assurance programs, including call monitoring, performance reviews, and ongoing training and development for dispatch staff. Report directly to the Chief Operating Officer, providing regular updates on operational performance, staffing, and strategic initiatives. Qualifications Minimum of 5 years of experience in dispatch management, preferably within EMS, healthcare transport, or a related field—or demonstrated equivalent competency in a high‑volume dispatch environment. Proven track record of supervising and developing large teams in a 24/7 operational setting. Strong detail orientation with a relentless focus on accuracy, compliance, and process improvement. Demonstrated ability to leverage technology and data analytics to drive operational decisions; experience with or enthusiasm for AI‑powered tools is highly valued. Excellent leadership, communication, and interpersonal skills with the ability to motivate teams across remote and in‑office environments. Self‑motivated and proactive, with a history of identifying problems and implementing solutions without waiting to be directed. Flexibility and willingness to work evenings and be physically present in the office during disasters and other critical events. Familiarity with CAD (Computer‑Aided Dispatch) systems; experience with EMS‑specific platforms is a plus. EMT or Paramedic certification is a plus. Strong work ethic and a commitment to the mission of providing outstanding patient transport services. What We Offer Competitive compensation commensurate with experience. The opportunity to shape and lead a critical function within a growing organization. A leadership team that values innovation, initiative, and results. The chance to make a meaningful impact on patient care and emergency response across Florida. National Health Transport is an Equal Opportunity Employer. #J-18808-Ljbffr National Health Transport