Director of Operations

Pay Classification: Salaried (Exempt)

Position Purpose:

The Operations Director is responsible for overseeing all day-to-day operational aspects of the organization, including emergency 911 response, inter-facility transport services, and para-transit services. This role ensures safe, efficient, and high-quality delivery of EMS, adherence to company policies and procedures, and alignment with organizational goals and community needs.

Key Responsibilities:

Operational Leadership:

• Lead and manage the field operations team, including Operations Manager, Supervisors, and Station Leads.
• Oversee deployment of EMS units for both emergency and non-emergency requests, ensuring efficient use of resources.
• Direct the Communications Center, establish benchmarks, and monitor performance and quality metrics.
• Oversee Scheduling and Logistics departments to ensure compliance with operational plans, adequate staffing, and equipment readiness.
• Supervise fleet and equipment maintenance to ensure operational reliability and safety.
• Lead and coordinate the EMS Branch during disasters and ensure the organization maintains an up-to-date disaster and mass casualty response plan.
• Monitor performance metrics, including response times, patient outcomes, and resource utilization, to ensure high-quality service delivery.

Strategic & Organizational Development:

• Collaborate with the Executive Director to develop operational strategies, performance standards, and organizational benchmarks.
• Monitor overall operational performance and recommend improvements as needed.
• Ensure compliance with local ordinances, state statutes, and DHS regulations.
• Serve as the organizational liaison with healthcare agencies, government entities, and community partners.
• Facilitate and lead regular operations team meetings to promote communication, accountability, and professional development.

Regulatory Oversight:

• Ensure adherence to standard operating procedures and policies, reviewing and updating them regularly.
• Support clinical quality initiatives and maintain operational readiness across all EMS services.
• Update the Operational Plan in compliance with regulatory statutes and administrative rules.
• Serve as Service Director for the State of Wisconsin Department of Health Services.
• Oversee the quality assurance and training departments.

Other Duties:

• Perform additional tasks assigned by the Executive Director to support organizational success.

Qualifications:

• Licensed Wisconsin Paramedic.
• Bachelor’s degree in Leadership, Healthcare Administration, EMS Management, or related field (Master’s preferred).
• Minimum of five (5) years of experience as a primary care paramedic preferred.
• Demonstrated knowledge of EMS operations, field management, and the Fox Cities healthcare system.
• Strong leadership, relationship-building, and communication skills.
• Proficient in modern EMS technologies, computer systems, and reporting tools.
• Experience in management, operational planning, and quality improvement initiatives.

Supervision: Reports directly to the Executive Director.

Contacts: Works closely with EMS personnel, law enforcement and fire agencies, physicians, public officials, vendors, and the public.

Working Conditions: Combination of office-based and field work, including exposure to emergency and high-stress situations.