Director of Dispatch Operations

About the role

The Director of Dispatch Operations leads, manages, and continuously improves all aspects of NHT's dispatch center. This role oversees a team of approximately 40 dispatchers and call takers, operates across multiple time zones, and champions the adoption of AI-driven tools.

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.
• Cook up 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.