Operations Supervisor

Northwest Ambulance•Mountlake Terrace, WA

4h•Onsite

About The Position

The Operations Supervisor (OS) is the zone-level supervisory leader responsible for the direct oversight, evaluation, and development of Field Supervisors (FS) across an assigned geographic zone and shift. The OS serves as the operational link between the Field Supervisor layer and the Director of Operations, ensuring accountability, standards of compliance, and system performance within their zone. Each zone has two-day OSes rotating on the 2/2/3 Panama schedule, ensuring exactly one OS is on duty in each zone every day. Two dedicated Night OSes cover all three zones overnight on the same rotation. The OS is the first escalation point above the Field Supervisor and holds written warning authority — all discipline above that level requires Director of Operations approval.

Requirements

Current State EMT or Paramedic certification in good standing
Minimum 5 years of EMS field experience, with at least 3 year in a supervisory or lead role
Demonstrated ability to evaluate personnel performance, administer progressive discipline, and document actions
Strong working knowledge of FLSA regulations, EMS protocols, and private ambulance operations
Ability to work any assigned shift including nights, weekends, and holidays on the 2/2/3 rotation
Valid driver's license with clean driving record
EMS Supervisor Academy or Ambulance Service Manager

Nice To Haves

Prior Field Supervisor or equivalent EMS supervisory experience strongly preferred
Experience overseeing multiple supervisors or crews simultaneously in a 911 or IFT environment
Familiarity with CAD systems, PCR platforms, and EMS KPI reporting
Experience conducting formal personnel evaluations and administering written discipline
Night OS applicants: demonstrated comfort with independent, multi-zone overnight operations
Bachelors degree in business management, healthcare or related field.

Responsibilities

Directly supervise all Field Supervisors assigned to your zone and shift during your on-duty hours
Conduct regular field observations — accompany FSs on crew check-ins and document findings
Review FS shift reports, incident documentation, and PCR audit summaries
Evaluate FS performance and complete written FS evaluations submitted to the DO for approval
Provide coaching, feedback, and corrective guidance to FSs as needed on shift
Serve as the first escalation point for any situation requiring authority above the FS level
Administer verbal and written discipline to Field Supervisors up to the written warning level
Review all FS-documented crew performance issues and determine appropriate next steps
Remove employees from duty pending review when safety or conduct requires immediate action
Ensure all discipline is documented consistently, timely, and in accordance with policy
Escalate all discipline above written warning to the Director of Operations for approval
Monitor zone KPIs including 911 response times, chute times, wall times, and IFT on-time performance
Review system performance trends reported by FSs and identify patterns requiring corrective action
Coordinate with the Director of Operations on systemic performance issues or recurring deficiencies
Ensure CAD accuracy and unit status compliance across all FS shifts in your zone
Oversee the annual review process for all crew members in your zone — FSs complete crew reviews, OS reviews and co-signs
Conduct annual performance evaluations for all FSs within your zone assignment
Submit completed FS evaluations to the Director of Operations for final review and approval
Maintain review schedules to ensure all 144 crew members receive timely annual evaluations
Maintain cross-zone awareness of all three zones (Burlington, MLT, Fife/Pierce) throughout the overnight shift
Serve as the sole supervisory authority above the FS level from 18:00 through 06:00
Respond to major incidents, complex escalations, or critical situations in any zone overnight
Coordinate with incoming Day OSes at the 06:00 handoff with a full shift summary
Notify the Director of Operations directly for any critical incident requiring executive-level response
Perform any other duties as assigned