Director, Operations Relationship Management

2 days ago

Vancouver, British Columbia, Canada E-Comm 9-1-1 Full time
Job Title: Director, Operations Relationship Management

At E-Comm 9-1-1, we are seeking a highly skilled and motivated individual to join our team as the Director, Operations Relationship Management. This position offers an exciting opportunity to play a key role in shaping the future of public safety communication services through strategic relationship management.

Key Responsibilities:
  • Lead and develop strategic liaisons with representatives of Operations client agencies, municipal and provincial government entities, and other relevant bodies, ensuring E-Comm is informed of current and emerging challenges and needs of its partners.
  • Represent E-Comm's operational constraints and principles to clients, partners, and stakeholders, facilitating transparent discussions that balance individual partner needs with E-Comm's mission as a consolidated service provider.
  • Collaborate with Executive members to develop and maintain strategic communications and relationships with Operations clients, partners, and stakeholders, aligning these with business objectives, service standards, and future growth opportunities.
  • Champion E-Comm's enhancements and transformational changes to service delivery, such as Next Generation 9-1-1, agency transitions, and technological advancements. Lead change management activities and relevant communications with clients and stakeholders related to operational projects and changes.
  • Oversee overall relationship management and ensure customer satisfaction by addressing contractual requirements and feedback from Operations clients, partners, and stakeholders. Serve as a subject matter expert and support the incident management process in collaboration with Operations and Communications & Public Affairs when necessary.
  • Maintain an inventory of Operations client contracts and agreements, developing a system for easy tracking and ensuring documents are current, amended, and revised as needed to protect E-Comm's interests.
  • Lead internal and external reporting efforts on E-Comm's performance, proactively identifying and managing issues related to Operations service delivery.
  • Develop and maintain sustainable reporting tools and structures for strategic business dialogues and information sharing with Operations client agencies and stakeholders. Define the operating information shared by E-Comm with these partners, including timing, frequency, and format.
  • Ensure E-Comm's economic viability in discussions with Operations clients, partners, and stakeholders by timely assessment and response to requests for service changes.
Requirements:
  • Completion of a Bachelor degree and a post-graduate degree in disciplines relevant to the work and a minimum of ten years of related management experience, or an equivalent combination of education, training and experience
  • Driver's License for the Province of British Columbia
  • Knowledge and experience in applying strategic planning and quality assurance processes and techniques
  • Knowledge of client needs assessment methods and practices and performance gap identification and analysis techniques related to the work performed
  • Knowledge of the organization and functions of E-Comm and its member and partner agencies
  • Ability to participate in the development of proposals and contractual agreements for potential clients
  • Demonstrated ability to communicate effectively orally and to write and present reports to the executive, Board of Directors, senior public administrators, elected officials police/fire/ambulance chiefs and other senior community leaders
  • Ability to establish and maintain effective working relationships with a wide variety of internal and external contacts at senior levels, to consult and negotiate with internal and external clients
  • Ability to lead on the resolution of complex political and management issues and making recommendations related to strategic and policy issues
  • Availability to travel throughout BC will be required (with the majority being in the lower mainland and south Vancouver Island).
Security Requirements:

As a condition of employment at E-Comm, the required Police Security Clearance applicable to the position must be acquired and maintained. This is a process carried out by our law enforcement partner agencies, facilitated by E-Comm. The minimum residency in Canada to qualify for this position, as established by our law enforcement partner agencies, is 5 years.

To qualify for this process, a candidate may be either a Canadian Permanent Resident or Canadian Citizen. We regret any candidates under Student, Visitor, or Work Visas are not eligible for consideration.

What We Offer:
  • A dynamic and collaborative work environment where you will have the opportunity to make a significant impact and advance your career
  • Meaningful work - work with a sense of purpose, supporting the public and first-responders
  • Competitive salary
  • Generous vacation allowance
  • Earned Time Off - eligibility to participate in our Accumulated Time-Off Program
  • 100% paid extended health and dental benefits
  • Pension – employer matched contributions to Municipal Pension Plan, a defined benefits plan

Vaccination Policy: E-Comm has a vaccination policy that is currently suspended. However, should the policy be reinstated, it will be a requirement for all current and future employees.

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