Operations Manager - Communications

Mecklenburg EMS Agency (MEDIC); Charlotte (NC); On-site; USD 99,000 - 130,000; Full time

Job summary

Mecklenburg EMS Agency (MEDIC) is seeking an experienced Operations Manager – Communications to provide strategic leadership for one of the region's busiest emergency communications centers. You will oversee daily operations, supervise Communications Supervisors, and drive initiatives to improve efficiency and service delivery.

You will manage budgets and partnerships with public safety agencies, lead quality improvement efforts, and shape the future of emergency communications through strategic

Qualifications

• Requires a high school diploma or GED.
• Bachelor's degree preferred in a related field or equivalent experience.

Responsibilities

• Lead and supervise Communications Supervisors and staff.
• Oversee daily Communications Center operations, staffing, and scheduling.
• Develop strategies to improve efficiency, service delivery, and customer satisfaction.
• Manage budgets, forecasting, and financial planning, including 911 surcharge reimbursements.
• Drive quality improvement initiatives and operational excellence.
• Build strong public safety partnerships and represent MEDIC on the RCC.
• Lead policy development and strategic operational initiatives.
• Ensure compliance with policies, regulations, and best practices.

Skills

Strategic leadership

Operational performance

Team development

Coaching & performance mgmt

Budget management

Process improvement

Education

High school diploma or GED

Bachelor's degree (related field)

Job description

Mecklenburg EMS Agency (MEDIC) is seeking an experienced Operations Manager – Communications to provide strategic leadership for one of the region's busiest emergency communications centers. This role is responsible for leading operational performance, developing high-performing teams, strengthening partnerships with public safety agencies, and driving continuous improvement to support exceptional emergency medical services.

As a member of the Communications leadership team, you'll oversee daily operations, supervise Communications Supervisors, manage key operational initiatives, and help shape the future of emergency communications through strategic planning, process improvement, and collaboration.

What You'll Do

• Lead and support Communications Supervisors and staff through coaching, performance management, and employee development.
• Oversee daily Communications Center operations, including system oversight, staffing, scheduling, and unit hour production.
• Develop and implement operational strategies that improve efficiency, service delivery, and customer satisfaction.
• Manage departmental budgets, forecasting, and financial planning, including 911 surcharge reimbursement activities.
• Lead quality improvement initiatives and identify opportunities to streamline processes and improve operational performance.
• Build strong relationships with Mecklenburg County Fire Departments and other public safety partners.
• Serve as MEDIC's primary voting representative on the Radio Communications Council (RCC).
• Lead projects, policy development, and operational initiatives that support organizational goals.
• Ensure compliance with agency policies, regulatory requirements, and industry best practices.

Minimum Qualifications

• High school diploma or GED.
• Five (5) years of progressive leadership experience in a communications center or similar complex operational environment.
• Current NAED EMD/EFD certification.
• Valid North Carolina or South Carolina driver's license.

Preferred Qualifications

• Bachelor's degree in a related field or an equivalent combination of education and experience.
• Emergency Number Professional (ENP) certification.
• Active NENA and/or APCO membership.
• Experience with System Status Management.
• Experience leading quality improvement or operational excellence initiatives.

Salary Range: $99,446 – $130,000 annually

Questions? Contact the MEDIC Recruitment Team at [e-mail].