Director, Operations Relationship Management

1 month ago

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

About E-Comm 9-1-1

E-Comm 9-1-1 is a leading provider of emergency communications services in British Columbia. We are committed to building a diverse and inclusive workforce that represents the communities we serve.

Job Summary

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

Key Responsibilities
  1. 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.
  2. 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.
  3. 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.
  4. 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.
  5. 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.
  6. 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.
  7. Lead internal and external reporting efforts on E-Comm's performance, proactively identifying and managing issues related to Operations service delivery.
  8. 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.
  9. 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
  1. 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
  2. Driver's License for the Province of British Columbia
  3. Knowledge and experience in applying strategic planning and quality assurance processes and techniques
  4. Knowledge of client needs assessment methods and practices and performance gap identification and analysis techniques related to the work performed
  5. Knowledge of the organization and functions of E-Comm and its member and partner agencies
  6. Ability to participate in the development of proposals and contractual agreements for potential clients
  7. 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
  8. 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
  9. Ability to lead on the resolution of complex political and management issues and making recommendations related to strategic and policy issues
  10. 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
  1. A dynamic and collaborative work environment where you will have the opportunity to make a significant impact and advance your career
  2. Meaningful work - work with a sense of purpose, supporting the public and first-responders
  3. Competitive salary
  4. Generous vacation allowance
  5. Earned Time Off - eligibility to participate in our Accumulated Time-Off Program
  6. 100% paid extended health and dental benefits
  7. 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.

Job Details
  1. Number of positions: 1
  2. Job status: Regular Full-Time
  3. Hours of work: Monday to Friday, 40 hours per week
  4. Wage/Salary: M4 $133,000 to $183,000 depending on experience
  5. Employee Group: Management
  6. Department: Operations
  7. Location: Preference will be given to candidates in close proximity to our Lower Mainland or South Vancouver Island locations

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