Job Description

WHO WE ARE
As a recognized leader in emergency communications, E-Comm is an organization that provides the public and first responders with critical life-safety services in communities across B.C. Our people are passionate about their work and public safety. We operate two emergency communications centres - one located in Vancouver and one in Saanich. E-Comm also provides integrated police, fire call taking, and dispatch services to more than 70 police and fire departments, and owns/operates the largest multi-jurisdictional, tri-service wide-area radio network in B.C. We are proud to serve communities across this beautiful province through our four operational and administrative locations in Vancouver, Burnaby and Saanich. Learn more atAt 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 | COLLABORATIONWe are seeking a highly skilled and motivated individual to join our team as the Director, Operations Relationship Management.As the Director, Operations Relationship Management, you will be responsible for leading productive and effective working relationships with E-Comm\'s clients and stakeholders of the Operations business line. You will develop and implement strategies to enhance collaboration and drive operational efficiency, ensuring a strategic approach to the management of contracts, including service and performance accountability, funding, and related administrative issues. In collaboration with the Vice President, Operations, you will play an integral role in establishing relationships and partnerships to support the evolution of services and business expansion.The principal focus of the role is the strategic liaison with E- Comm\'s police and fire dispatch contract partners, major down-stream partners of E-Comm\'s 9-1-1 services, and the 9-1-1 contract partners. In addition to liaising with representatives of these agencies, you will also be required to engage with elected and unelected representatives of associated municipal and regional district administrations, including municipal councils and police boards, relevant BC RCMP (Division and detachment-level) representatives, and provincial authorities, such as the Ministry of Public Safety and Solicitor General. Other clients and stakeholders may include representatives of Indigenous communities, identified marginalized groups, and E-Comm\'s corporate partners and vendors.This role requires a strategic thinker with excellent communication and leadership skills, as well as a proven track record of building and managing relationships in a law enforcement or public safety environment.Key responsibilities in this role include:

• Develops and leads effective strategic liaison with representatives of Operations client agencies, municipal and provincial government entities, and other bodies as necessary to ensure E-Comm is aware of current and emerging challenges facing and resulting needs of E-Comm\'s partners
• Represents E-Comm\'s operating constraints and principles to Operations clients, partners and stakeholders; leads discussions between individual partners\' needs and requests with transparency and balances expectations with E-Comm\'s mission as a consolidated service provider
• Consults with Executive members to develop and maintain ongoing strategy and communications to Operations clients, partners and stakeholders that aligns with business objectives, service standards and future growth and transformation opportunities
• Champions E-Comm\'s enhancements and transformational changes to service delivery, such as Next Generation 9-1-1, agency transitions and technological advancements; leads change management activities and relevant communications with Operations clients and stakeholders as it relates to operational projects and changes
• Responsible for overall relationship management and ensures customer satisfaction on contractual requirements through feedback on incidents and reports from Operations clients, partners and stakeholders; acts as a subject matter expert and supports the incident management process in collaboration with Operations and Communications & Public Affairs when required
• Establishes and maintains an inventory of Operations client contracts and agreements and develops a system for tracking these such that information concerning them is easily located, and ensures these documents are kept current and amended and revised as necessary to protect E-Comm\'s interests
• Leads the reporting efforts both internally and externally on E-Comm\'s performance and proactively identifies and manages problems relating to the delivery of Operations services
• Develops and operates sustainable reporting tools and structures for strategic, productive business dialogues and proactive information sharing with Operations client agencies and stakeholders; and identifies and defines details of operating information which E-Comm shares with these partners, as well as the timing, frequency and format of these details
• Safeguards E-Comm economic viability in discussions with Operations clients, partners and stakeholders by ensuring that requests for service changes are received and assessed in a timely manner

WHAT YOU BRING:

• 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 and to resolve complex customer service and agency transition issues
• Ability to lead on the resolution of complex political and management issues and making recommendations related to strategic and policy issues

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
• Minimum 4 weeks\' vacation
• 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.JOB DETAILS:

• Number of positions: 1
• Job status: Regular Full-Time
• Hours of work: Monday to Friday, 40 hours per week
• Wage/Salary: M4 $133,000 to $183,000 depending on experience
• Employee Group: Exempt
• Department: Operations
• Location: E-Comm Lower Mainland (3301 E. Pender Street, Vancouver, BC
• CLOSING DATE FOR APPLICATIONS: Open until filled

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 talent@ecomm911.ca

E-Comm 9-1-1