Job Description

As a recognized leader in emergency communications, E-Comm is an organization that provides first responders and the public with critical life-safety services in communities across British Columbia. Our people are passionate about their work and public safety, and we are looking for someone to join our team who shares that same spirit of collaboration and wants to contribute to our vision of safer communities in British Columbia through excellence in public safety communication.
At E-Comm 9-1-1, we are committed to building a diverse and inclusive workforce that represents the many communities that we proudly serve.
OUR VALUES
RESPECT | ACCOUNTABILITY | INTEGRITY | SERVICE | COLLABORATION
As the Director, Operations Enablement, you will play a pivotal role in shaping the operational backbone of E-Comm's emergency communication centres. This is a strategic role that blends operational excellence with people-centered management. You'll oversee a diverse portfolio--including workforce management, training, quality assurance, policy development, and operational projects--with the goal of driving performance, efficiency, and staff engagement.
This role is ideal for a seasoned leader who thrives in complex, high-impact environments and brings a continuous improvement mindset to everything they do. You'll be responsible for translating strategic goals into actionable plans, leveraging data to inform decisions, and fostering a culture of accountability, learning, and care.
You'll lead a team of managers and specialists who support frontline operations, ensuring that staffing, training, and quality programs are aligned with service delivery needs and financial targets. You'll also collaborate cross-functionally with internal and external stakeholders to implement new technologies, onboard partner agencies, and evolve operational policies that support long-term growth and resilience.
Above all, you'll be a champion for the people behind the operations--ensuring that staff are supported, developed, and empowered to deliver exceptional service in a mission-critical environment.
Key Responsibilities:
Strategic Planning & Leadership

• Lead the development and execution of operational strategies across enablement teams
• Monitor service performance and lead corrective actions as needed
• Champion change management and staff engagement initiative
• Set vision, performance objectives, and development plans for the team

Workforce Management & Forecasting

• Lead the strategic oversight of workforce planning and real-time operations to ensure optimal staffing and service continuity
• Manage a team responsible for analyzing staffing requirements, developing shift structures, forecasting future needs, and maintaining timekeeping accuracy
• Collaborate with ECC Operations and Data & Analytics to refine staffing strategies and proactively address service gaps
• Design and implement scalable workforce models that support high-volume, mission-critical environments
• Ensure compliance with collective agreements while maintaining a people-first approach to scheduling and workforce engagement

Budget & Financial Strategy

• Develop and manage frontline budgets in collaboration with Finance and Operations leadership
• Analyze resource costs and align workforce investments with financial forecasts
• Make data-informed staffing decisions and ensure accurate, transparent reporting

Training, Coaching & Development

• Oversee the team responsible for the design and delivery of Operations training programs for new/existing staff and new agency partners
• Lead quality management initiatives and performance trend analysis
• Foster a culture of continuous learning and professional development

Policy Leadership & Governance

• Oversee operational projects, technology implementations, and partner onboarding
• Participate in business continuity and emergency management planning
• Collaborate with internal and external stakeholders to ensure alignment and readiness

What You Bring;

• 8-10 years in operations enablement, strategic planning, or workforce leadership within a contact centre environment
• Bachelor's degree in Business, Finance, or a related field, or a combination of education, experience and training
• Familiarity with emergency communications or high-volume contact centre environments is essential
• A continuous improvement approach with a strong commitment to equity, inclusion, and staff well-being
• Demonstrated experience in strategic planning and execution, particularly as it relates to workforce forecasting and scheduling
• Strong grasp of data analysis and performance reporting, with the ability to made data informed decisions
• Experience with budget development and financial analysis
• Previous exposure to instructional design, training, policy development and operational governance would be considered an advantage
• Change leadership and team development
• Strong interpersonal and communication skills, with the ability to build relationships across teams

What we offer:

• Meaningful work - work with a sense of purpose, supporting the public and first-responders
• Competitive salary with comprehensive extended health and dental benefits
• Generous vacation plan
• Hybrid working arrangements
• Eligibility to participate in our Personal Time-Off Program
• Pension - we are members of the Municipal Pension Plan, a defined benefits fund
• Career development - we are supportive in developing your skills while pursuing your career at E-Comm

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 three [3] years.
To qualify for this process, a candidate may either be a Canadian Permanent Resident [PR] or Canadian Citizens. We regret any candidates under Student, Visitor, or Work Visas are not eligible for consideration.
Vaccination Requirements: E-Comm 911 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:

• Number of positions: One
• Wage/Salary: $136,448 - $170,000 depending on experience and abilities
• Job status: Regular Full-Time
• Hours of work: Monday to Friday, 40 hours per week
• Employee Group: Management
• Department: Operations
• Location: Vancouver
• Closing date for applications: October 1st, 2025 @ 11.59pm

We are committed to accommodating persons with disabilities during the recruitment process and we will provide reasonable accommodations as requested. If you require assistance or accommodation due to a disability please email

Skills Required