Operations Manager

Are you a proven leader with a passion for public safety, operational excellence, and developing high-performing teams? We are seeking an experienced 911 Operations Manager to join one of the region's largest and most dynamic emergency communications centers. WCCCA is the second largest primary 9-1-1 Center in Oregon, providing 9-1-1 emergency communications for over 15 police and fire agencies that serve Washington County and also provide fire service into Clackamas, Yamhill and Multnomah Counties. This is an opportunity to lead over 75 dedicated professionals who serve as the critical link between the public and first responders. As our Operations Manager, you will provide strategic and operational leadership for a fast-paced 24/7 communications environment, ensuring exceptional service delivery, employee development, and compliance with industry best practices. As a member of our executive management team, you will play a key role in driving continuous improvement, fostering a culture of accountability and teamwork, and helping shape the future of emergency communications. If you thrive in a mission-driven environment where your leadership directly impacts the safety of the communities we serve, we invite you to join our team. This position manages, directs, and provides oversight of the operations, training, and personnel of the Agency’s 9-1-1 center; serves as the liaison with user agencies; provides vision for the center based on Agency mission and may respond to emergencies or high-priority incidents involving the dispatch center at any time. May serve in the capacity of the Assistant Director or Executive Director in their absence. This is a full-time, exempt position and is a member of the executive management team. Duties may include, but are not limited to the following: 1. Plan, organize and direct call taking and dispatch activities for user agencies; plan, organize and direct the activities of the multi-jurisdictional Emergency Communications Center (ECC). 2. Manage and direct Administrative Supervisor and Operations Supervisors; evaluate performance of assigned staff; provide coaching for performance improvement and development; recognize good performance and take disciplinary action as appropriate; review and approve time records, work duties and projects to ensure timely progress and other personnel records as necessary. 3. Manage overall staffing to ensure operational readiness of the center. Provide direction and oversight of staffing and deployment plans to ensure service levels are maintained. 4. Hold weekly operational team meetings to review and discuss issues related to operations; serve as a resource for Operations Supervisors in solving employee issues and requests; serve as advocate for employees and Supervisors to management staff. 5. Provide oversight to training functions for operations personnel in coordination with Administrative Supervisor to ensure mandatory training and education is completed on an annual basis in accordance with Agency need and state requirements. 6. Participate in development, revision and implementation of the Agency’s directives and standard operating guidelines. 7. Create an annual budget for the Operations Division; monitor revenue and expenditures ensuring they remain within budget parameters. Ensure proper forecasting to ensure operational strategic needs and projects are met. 8. Establish and maintain excellent working relationships with user agencies; serve as command-level liaison with user agencies to resolve operational issues. 9. Attend and participate in meetings, task forces and technical groups representing the Agency in matters pertaining to operations and to coordinate emergency services. 10. Provide oversight and direction as needed on investigations and resolution of complaints and inquiries from employees, the public and users regarding operational services; review completed investigation reports and determine appropriate action (i.e. discipline, etc.).…