Emergency (911) Center Operations Manager

Salary Range: $40.41 – $60.61 per hour (midpoint: $50.51)
Application Deadline: Friday, May 9th at 5:00 p.m. MST
To Apply: Please submit a cover letter, resume, and completed online application

The Town of Vail is seeking a skilled and motivated 911 Center Operations Manager to oversee the daily operations and strategic coordination of our Emergency Communications Center. This professional-level position is responsible for maintaining and administering communication center policies, ensuring consistent quality control, and serving as the lead liaison among internal staff, user agencies, and system vendors.

As the 911 Center Operations Manager, you will ensure operational excellence in a mission-critical environment where every second counts. You will play a key role in life-safety coordination, supervising dispatch staff, guiding training and performance development, and leading operational improvement initiatives. Working closely with the Director of Emergency Communications, this position has the authority to make policy-related decisions and implement procedural updates to improve call-handling, dispatch response, and overall service delivery.

This is a unique opportunity for a communications professional with strong leadership capabilities and a deep understanding of emergency response systems to make a tangible impact on public safety in the Vail Valley.

Essential Duties & Responsibilities:

• Provide leadership, direction, and oversight for daily operations of the 911 Communications Center.

• Monitor performance, ensure compliance with agency standards, and address personnel concerns related to productivity, morale, and professionalism.

• Develop and administer operational policies, ensuring alignment with departmental and legal standards.

• Evaluate and update quality assurance protocols for call handling and dispatch performance.

• Serve as the primary liaison to user agencies—including police, fire, EMS—and coordinate cross-agency communications and service expectations.

• Manage system updates, maintenance issues, and vendor communication for CAD, radio, and telephony systems.

• Support hiring, onboarding, training, coaching, and evaluation of communications staff.

• Maintain certification programs and professional development plans for dispatchers and leads.

• Collaborate with the Director on budget planning, staff scheduling, and long-term strategic planning.

Minimum Qualifications:

• Proven experience in a public safety or emergency communications environment (911 center management experience preferred).

• Demonstrated ability to lead teams, resolve conflict, and maintain a positive workplace culture.

• In-depth knowledge of dispatch procedures, CAD and radio systems, and applicable regulations.

• Strong analytical and organizational skills; ability to assess system performance and implement improvements.

• Effective communicator with the ability to collaborate across departments and agencies.

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he Town of Vail offers a dynamic and rewarding work environment grounded in our core values of community, collaboration, and excellence. Employees thrive in our close-knit organization and enjoy the opportunity to make a real difference in the safety and quality of life in our mountain town.

Benefits include:

• Competitive compensation and full benefits package

• Employee housing opportunities (subject to availability)

• Generous wellness program, tuition reimbursement, and professional development

• Access to world-class skiing, hiking, biking, and recreation in the heart of the Colorado Rockies