Operations Manager

About the role

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

• Medical, dental, and vision insurance
• 401(k)-retirement plan with an employer match of up to 5%
• Paid time off (PTO)
• Uniforms provided

Pay

Estimated annual compensation: $125,000 – $175,000