Operations Manager

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) or South (Fife). 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.