Operations Manager, MCC (Medical Communications Centre)

Location: NL Head Office MHNL, St. John's, Newfoundland and Labrador, Canada

Salary: CAD 105,000–115,000 annually, plus eligibility for performance-based incentive programs

Company

Provider of emergency medical services, medical communications, road and air ambulance operations, and healthcare solutions across Newfoundland and Labrador and Canada.

What you will do

• Oversee day-to-day Medical Communications Centre shift operations, staffing, systems, resources, and operational readiness.
• Manage escalated concerns involving hospitals, partner agencies, field staff, and internal communications teams.
• Supervise Senior Communications Officers and Medical Communications Officers, including coaching, performance feedback, and KPI oversight.
• Process payroll, overtime, and leave requests while maintaining adequate staffing levels.
• Validate shift reports, monitor urgent and stat transfer requests, and assess overall operational performance.
• Collaborate with leadership, QA/QI, clinical partners, Field Operations, Critical Care, and Community Paramedic Programs on service improvements.

Requirements

• Approved Advanced Care Paramedic or Primary Care Paramedic program completed.
• Active registration and certification with the Newfoundland and Labrador Paramedicine Regulator required.
• At least five years of prehospital transport experience in a high-call-volume, performance-based EMS system.
• Emergency Medical Dispatcher certification from the International Academy of Emergency Dispatch required.
• Leadership or quality management experience, strong communication and interpersonal skills, and commitment to professional development and quality improvement.
• Knowledge of paramedicine, medical transport, ground and air ambulance operations, Newfoundland and Labrador ambulance geography, Windows, CAD, and communications-centre technologies; valid Class 4 driver's licence with a clear abstract.

Nice to have

• Bachelor's degree in a health-related field.

Culture & Benefits

• Supportive, people-focused environment centered on patient safety, accountability, teamwork, and community wellbeing.
• Opportunities for personal and professional growth, meaningful experiences, and supportive leadership.
• Competitive pay, comprehensive benefits, and eligibility for performance-based incentive programs.
• Commitment to diversity, equity, inclusion, accessibility, and accommodation throughout the recruitment process.

Hiring process

• Only candidates selected for an interview will be contacted.
• Recruitment interactions must be completed independently without AI assistance.