Head of Operations Management (m/w/d)

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) or South (Fife). 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.
Current state EMT or Paramedic certification/licensure [as required]; 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