DIRECTOR OF DISPATCH OPERATIONSFull-Time | Reports to Chief Operating Officer
The OpportunityWe are looking for a Director of Dispatch Operations to lead, manage, and continuously improve all aspects of our dispatch center. This individual will oversee a team of approximately 40 dispatchers and call takers operating across multiple time zones. The ideal candidate is a forward-thinking leader who embraces technology-including artificial intelligence-as a tool to drive performance, efficiency, and service quality. This is not a role for someone content with the status quo. We want a self-starter who is constantly seeking ways to innovate, streamline processes, and raise the bar for the entire operation.
Key Responsibilities- Direct and oversee all dispatch operations across NHT's service areas, ensuring seamless 24/7 coverage with remote teams operating worldwide.
- Lead, supervise, and motivate a team of approximately 40 dispatchers and call takers, fostering a culture of accountability, professionalism, and continuous improvement.
- Develop and implement operational policies, procedures, and performance standards that drive efficiency and service excellence.
- Monitor key performance indicators including response times, on-time performance, and unit hour utilization; use data to identify trends and implement corrective actions.
- Champion the adoption of AI-driven tools and emerging technologies to enhance dispatch decision-making, resource allocation, and operational workflows.
- Coordinate staffing schedules to ensure adequate coverage during peak demand periods, including evenings, weekends, and high-volume events.
- Serve as the on-site operations leader during disasters, severe weather events, and other emergencies requiring in-office presence and hands-on management.
- Collaborate with district Directors, field supervisors, and senior leadership to align dispatch performance with organizational goals.
- Manage quality assurance programs, including call monitoring, performance reviews, and ongoing training and development for dispatch staff.
- Report directly to the Chief Operating Officer, providing regular updates on operational performance, staffing, and strategic initiatives.
Qualifications- Minimum of 5 years of experience in dispatch management, preferably within EMS, healthcare transport, or a related field-or demonstrated equivalent competency in a high-volume dispatch environment.
- Proven track record of supervising and developing large teams in a 24/7 operational setting.
- Strong detail orientation with a relentless focus on accuracy, compliance, and process improvement.
- Demonstrated ability to leverage technology and data analytics to drive operational decisions; experience with or enthusiasm for AI-powered tools is highly valued.
- Excellent leadership, communication, and interpersonal skills with the ability to motivate teams across remote and in-office environments.
- Self-motivated and proactive, with a history of identifying problems and implementing solutions without waiting to be directed.
- Flexibility and willingness to work evenings and be physically present in the office during disasters and other critical events.
- Familiarity with CAD (Computer-Aided Dispatch) systems; experience with EMS-specific platforms is a plus.
- EMT or Paramedic certification is a plus.
- Strong work ethic and a commitment to the mission of providing outstanding patient transport services.
What We Offer- Competitive compensation commensurate with experience.
- The opportunity to shape and lead a critical function within a growing organization.
- A leadership team that values innovation, initiative, and results.
- The chance to make a meaningful impact on patient care and emergency response across Florida.
