Center Operations Manager

Overview

911 Center Operations Manager — Town of Vail | Police / Emergency Communications Department
• Full-Time | Non-Exempt

The Town of Vail is seeking a highly organized and experienced 911 Center Operations Manager to lead the daily operations of our Emergency Communications Center. This critical leadership position serves as the operational backbone of emergency dispatch, ensuring quality control, policy implementation, training, and effective communication between internal teams, user agencies, and vendors. The Operations Manager directs systems operations, supervises supervisory staff, and serves as a key liaison across law enforcement, fire, EMS, and regional stakeholders.

This role also acts as the Director of Communications in their absence and must be prepared to step into hands-on supervisory or dispatch duties as needed.

• Lead daily operations of the Emergency Communications Center and ensure high standards of service, policy adherence, and performance metrics.
• Coordinate with internal teams, user agencies, and vendors; serve as liaison across law enforcement, fire, EMS, and regional stakeholders.
• Direct systems operations and supervise supervisory staff; assume Director of Communications duties in absence.
• Provide hands-on supervision or dispatch duties as needed.

Minimum Qualifications

• 2–3 years of emergency dispatching experience, and at least 2 years in a supervisory or related role; equivalent combination totaling 5+ years may be considered.
• Strong leadership and communication skills; demonstrated ability to manage teams and foster interagency collaboration.
• Proficiency in public safety communications systems, project management, data analysis, and training program development.
• Knowledge of:
  Emergency dispatch operations for Police, Fire, and EMS.
• Public safety protocols, QA/QI programs, and policy development.
• Computer-aided dispatch, radio systems, and 9-1-1 equipment.

Preferred Certifications

• NENA ENP (Emergency Number Professional)
• NENA CMCP or APCO CCM
• EMD, CPR/AED (must obtain within 6 months if not currently certified)
• CCIC/NCIC OSN (must obtain within 6 months)

Culture / Lifestyle / Benefits

The Town of Vail offers an exceptional benefits package to support the well-being and financial security of employees:

• Comprehensive Medical, Dental, and Vision Insurance
• Preventive care covered at 100% and wellness bonuses (up to $300)
• Preferred pricing and services with Vail Health & Vail Summit Ortho
• Short-Term and Long-Term Disability coverage through New York Life
• Employee Assistance Program (EAP) with counseling, coaching, legal & financial support

Financial Security

• Life Insurance & AD&D: 2.5x annual salary (100% employer-paid)
• 401(a) Town Pension Plan with up to 16.15% employer contribution
• 457(b) Deferred Compensation Plans including Roth options
• Flexible Spending Accounts (FSA) and a $1,000 Lifestyle Spending Account (LSA)

Time Off & Additional Perks

• Starting at 3+ weeks vacation/holiday accrual
• 8 hours/month sick leave, up to 1,560 hours
• Tuition assistance (up to $4,000/year)
• Housing assistance and free CORE transit bus pass
• Free employee access to golf, skating, tennis, and Nordic skiing at Vail facilities
• Discounts via Benefit Hub on retail, travel, and entertainment

For a full overview of benefits, please refer to our 2026 Employee Benefits Guide or contact Human Resources at hr.