Every life is worth fighting for and at STARS, a vision of saving lives led to the creation of our highly specialized aeromedical transport system. Since we embarked on our first mission in 1985, we have been dedicated to delivering world-class services across our six bases located in Alberta, Saskatchewan and Manitoba, fueled by grassroots community support. A lifeline to many, STARS is a charitable, non-profit organization that flies over 3,000 missions each year providing time, hope and life-saving care for the critically ill and injured. We know that when we put the right tools in the hands of the best talent we don’t just save time, we save lives. We have an adept, adaptable and very talented crew at STARS, and are fast-paced. STARS is an exciting place to work, where every member of our team plays an important role in our life-saving mission. Whether you are on the front lines, or at the base, you are part of an all-star team united by a single purpose: saving lives. Our united team is focused on a high-performance culture that strives for excellence. Our all-star teams fuel our innovation, our passion and our progress to continue our fight for life.

If you care about doing work that makes an impact in people’s lives, we want to hear from you.

Operations Manager, STARS Vigilant

Is this challenge for you?

The Operations Manager, STARS Vigilant reports directly to the Director, Emergency Link Centre (ELC) with a dotted line to the Director of Business Development and Sales, providing operational oversight and leadership for the Vigilant Emergency Communications Specialist team. This role provides leadership to a shift working team, operating in a 24/7/365 emergency response and coordination centre. The role is accountable and responsible for the service delivery of all Vigilant Operations, ensuring client Service Level Agreements (SLA’s) are met or exceeded. The Manager, Vigilant Operations plays a crucial role in delivering all business operations for Vigilant with equal focus on the team as the customer. This role is responsible for driving change management to assist the Director of Business Development and Sales in meeting or exceeding growth and revenue targets.

Do you have what it takes?

• Maintain operational competency by scheduling 0.25 FTE of annual hours as an operational member of the Vigilant team
• Lead Vigilant operational team ensuring contractual SLA’s with clients are met/exceeded
• Responsible to establish, review and clearly communicate SLA goals and objectives across the STARS Vigilant team
• Deliver reports outlining KPR and KPI statistics across the STARS Vigilant Team and operational leaders
• Collaborate with the STARS Product Manager to develop and assess new technology and systems required to meet emerging client needs and assist the Vigilant team with service delivery
• Work closely with the Director of Business Development & Sales to develop and drive delivery of the Vigilant Business Development (BD) innovation roadmap, including providing sign off on the successful delivery of all new technology within the Vigilant Emergency Communications Centre (ECC)
• Identify operational concerns and liabilities through regular, timely communication with Vigilant Team Leads and collaboration with the Director, ELC to address and course correct as required
• Develop and deliver leadership strategies aimed at maintaining strong employee engagement scores within the STARS Emergency Link Centre
• Participate in and guides ELC operational objectives and goals within the leadership team
• In conjunction with the Director, ELC, provide leadership and support the development of the Vigilant Team Leads to ensure success and sustainability of the Team Lead structure
• Engage Vigilant Customer Success and Emergency Communication Specialist to support client changes and new protocol work as required
• Support the Vigilant Customer Success Emergency Communication Specialist with onboarding of clients with new or complex standard operating procedures
• Accountable for monitoring the Team Leads as they manage scheduling of Vigilant staff, ensuring adequate human resources, skill set, and volume management are in place
• Maintain a strong understanding of Critical Patient (CP) related operations, fostering a connection between the Critical Patient and Vigilant Operational team members
• Participate in rotational cycle of Manager on Call Duties for the STARS ELC
• Complement the Manager, Critical Patient Services providing functional managerial oversight of Operations, such as the sign-off on payroll, vacation allocation, project management, etc.
• Assist with the development and reporting of performance measures that support both Vigilant and the ELC’s larger strategic goals
• Act as an Ambassador for the organization during site tours and other key stakeholder visits
• Contribute to STARS Safety culture through consistent oversight of the safety reporting system, ensuring incidents are captured and communicated in a timely manner
• Work closely with the Director of Business Development and Sales to develop and drive delivery of the Vigilant innovation roadmap, including providing sign off on the successful delivery of all new technology within Vigilant
• Other duties as assigned

Who are you?

• Strong interpersonal skills with the ability to negotiate and problem solve
• Exceptional leadership skills with a focus on developing and maintaining a high functioning team
• Proven track record in change management and driving employee engagement
• Highly organized with an ability to work independently within tight deadlines and shifting priorities
• Ability to multitask and problem solve
• Strong business acumen with the ability to work independently and make decisions that best support our clients and our team
• Resilient and solution-orientated
• Exceptional oral and written communication skills
• Highly proficient in Microsoft Office and Excel
• Proven track record in providing outstanding customer service
• Strong analytical, organizational and time management skills

More about you

• University degree or diploma in business or related field
• 10 years of operations management experience in a fast paced, dynamic environment
• Experience with call centre telephony and omni channel call centre solutions

While this role is not directly involved in the coordination of Helicopter Emergency Medical Services, you may be exposed to sensitive, and occasionally distressing, information related to trauma patients. The ability to handle this type of information effectively and confidentially is a must. To learn more about STARS Vigilant, visit our website.

What we offer!

We offer a competitive salary based on education and experience, as well as excellent organization-paid benefits with a matched RRSP program, free parking and so much more. More importantly you will be a key member of the STARS organization and a link in our ability to execute our mission of saving lives safely within the chain of survival. If you are the person we are looking for and would like to make a difference with your career, make sure to apply by May 9, 2023.

While we thank everyone for their interest, we are only able to contact applicants selected for an interview. You are encouraged to watch for future opportunities by checking www.stars.ca

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