Manager Of Operations- Aurora 911

City of Aurora•Aurora, CO

18d•Onsite

About The Position

The Manager of Operations leads and develops first-line supervisors while ensuring seamless operational performance across Aurora911. This role advances the Director’s strategic vision and upholds Aurora911’s Mission, Vision, and Core Values by maintaining real-time awareness of operations, leveraging data to anticipate needs, and keeping the Operations Division agile, responsive, and aligned with organizational priorities. The Manager maintains a visible, engaged leadership presence, coaching supervisors through instruction, observation, and feedback to build confidence, decision-making, and people-leadership skills. This position fosters a healthy and accountable culture through leadership modeling and succession planning, collaborates with internal and external partners to enhance service delivery, and continually evaluates workflows, policies, and SOPs to ensure they are current, efficient, and aligned with industry standards and community needs. By ensuring 24/7 operational continuity and consistently high-quality service delivery, this role safeguards reliable emergency communications for the community.

Requirements

Bachelor’s Degree from an accredited institution with course work in business, public administration, organizational communications, information technology or an industry-related field.
Six (6) years of 9-1-1 Emergency Communications experience
Three (3) years as an Emergency Communications Supervisor
NCIC/CCIC certification
CPR/First Aid certification
NIMS ICS (100, 700, 800)
MPDS, FPDS, and PPDS certifications
Crisis Intervention certification
Knowledge of ECC systems, CAD, radio, and related public safety communications technologies.
Knowledge of Leadership, coaching, delegation, accountability, and succession planning in a public safety environment.
Knowledge of Adult learning, cultural awareness, and generational leadership principles.
Knowledge of 9-1-1 operations including call processing, dispatch workflows, and interagency coordination.
Knowledge of Policy and SOP lifecycle, from development through field application and review.
Knowledge of Public safety standards, legislation, liability awareness, and compliance obligations.
Knowledge of Performance metrics, staffing models, and data interpretation for operational analysis.
Knowledge of Interagency coordination principles and collaborative communication practices.
Lead, mentor, and evaluate supervisors through observation, feedback, and guided decision-making.
Translate operational data into actionable leadership and workflow improvements.
Communicate strategic intent clearly across leadership tiers and partner agencies.
Facilitate performance and development conversations with tact and accountability.
Resolve conflict and performance issues using emotional intelligence and clarity.
Use ECC systems and data dashboards to maintain real-time operational awareness.
Write and present professional summaries, analyses, and recommendations.
Navigate interagency partnerships with professionalism and influence.
Promotion of a positive workplace environment based on open communication, recognition, and modeling the desired, in-bounds behaviors of Aurora911’s Foundational Four Values and the City of Aurora’s Core 4 Values.
Build trust and maintain connection with line-level employees without bypassing supervisory channels, supporting a flattened but still structured leadership framework.
Maintain visible, engaged leadership presence to keep a pulse on operations and culture.
Anticipate and address emerging operational or personnel issues proactively.
Demonstrate composure, fairness, and objectivity during complex situations.
Balance short-term operational needs with long-term organizational development.
Influence and align others through collaboration, credibility, and trust.
Interpret and apply Federal, State and local policies, laws and regulations.
Members of Aurora911 are considered essential personnel and are subject to call back, extended shifts and other forms of mandatory overtime to ensure continuity of emergency services to the city.
Light physical activity requiring lifting, pushing or pulling up to 10 pounds with or without assistance.
Occasional lifting, carrying, walking, and standing.
Sitting for lengthy periods of time.
Frequent hand/eye coordination to operate computer screens and keyboard.
Frequent use of hands and fingers to handle, feel, or operate computer and radio.
Vision with normal color vision to read computer screens, reports and other written material.
Clear speech communication to effectively communicate with citizens and public safety organizations.
Hearing to maintain communication.
Computer and other standard office equipment, which includes multiple monitors.
This position may require the incumbent to occasionally use personal equipment (e.g. vehicle, cell phone, tools, etc.) in the course of their employment.

Nice To Haves

An equivalent combination of education, training, and experience that demonstrates required knowledge, skills, and abilities may be considered.

Responsibilities

Support a flattened leadership model where influence, presence, and relational trust are valued above hierarchy, and where supervisors and line-level contributors participate actively in shaping operational excellence.
Maintain a consistent, on-site leadership presence using live observation and real-time awareness to stay connected to supervisor performance, operational flow, and team morale.
Coach and develop first-line supervisors through observation, guided decision-making, and timely feedback that build confidence, accountability, and leadership skills.
Facilitate collaborative, team-based problem-solving among supervisors rather than relying on top-down directives.
Identify individual development needs and create growth plans to prepare supervisors for expanded responsibility and leadership succession.
Model professional conduct, emotional intelligence, and communication expected of Aurora911 supervisors and ensure alignment across leadership tiers.
Monitor and evaluate supervisor performance and behavior and take appropriate action, including coaching, corrective feedback, documentation, and, when necessary, recommending personnel actions in accordance with city and department policies.
Maintain real-time awareness of operational activity, service levels, supervisor performance, and employee workload to ensure alignment with Aurora911 standards.
Monitor call-processing metrics, staffing deployment, and service trends to identify gaps, emerging issues, and opportunities for improvement.
Collaborate with supervisors to interpret performance data and turn insights into coaching, workflow adjustments, or resource decisions.
Initiate timely interventions when performance shifts, service impacts, or morale concerns emerge to correct issues early.
Ensure operational decisions support both immediate service needs and long-term strategic priorities defined by department leadership.
Contribute operational insight to the development and revision of policies, SOPs, and workflows in collaboration with the Director and department leadership.
Participate in structured policy review processes to keep directives aligned with Aurora911’s values, strategic priorities, and practical application.
Support policy implementation by translating directives into clear expectations for supervisors and monitoring early adoption for training or clarification needs.
Treat policies and SOPs as living tools that support decision-making and service quality, elevating recommendations for refinement rather than changing them independently.
Maintain positive, productive relationships with public safety partners, city departments, and external stakeholders to support aligned service delivery.
Represent Aurora911 Operations in interdepartmental initiatives, providing subject-matter insight to keep communication workflows and outcomes coordinated.
Facilitate proactive communication with partner agencies to identify emerging needs, service gaps, or opportunities for alignment.
Elevate patterns or recurring concerns from partner agencies to department leadership with context, data, and recommendations.
Maintain operational oversight of critical public safety communication systems to ensure technology supports service delivery and decision-making.
Provide operational perspective during technology upgrades, integrations, or replacements so system design reflects user needs.
Monitor system performance and user feedback to identify technology-driven opportunities for efficiency or accuracy.
Participate in technology planning to ensure future investments align with ECC operational needs and Next Generation 9-1-1 standards.
Support supervisors and staff in adapting to new technology through guidance, communication, and reinforcement of adoption expectations.
Translate departmental strategic priorities into clear operational expectations for supervisors, ensuring consistent messaging across shifts and teams.
Promote a culture where leadership decisions are accompanied by clear rationale to reinforce transparency and trust.
Review performance metrics, staffing trends, and service data to identify areas requiring focused leadership attention.
Exercise delegated authority to recommend or support personnel decisions, including hiring, corrective action, performance improvement, and disciplinary referrals, ensuring responses are timely and consistent with Aurora911 standards.
Monitor leadership actions through evaluation and feedback to confirm sustained improvement.
Participate in strategic planning and provide operational insight for goal setting and resource planning.
Respond to public inquiries or complaints related to Operations with professionalism, transparency, and alignment to Aurora911’s values.
Review incidents that generate public or interagency concern and provide context and recommendations for follow-up.
Represent Aurora911 Operations in community or city discussions, providing accurate and transparent information.
Identify and elevate feedback patterns from the community or partners, recommending process or training improvements where appropriate.