Director of Operation

Director of Operations

Annual Compensation $125,000 to $155,000 DOE

On site Western NY / Buffalo

This role is Bonus Eligible

Why Choose GMR? Global Medical Response (GMR) and its family of solutions are dedicated to delivering compassionate, quality medical care, primarily in the areas of emergency and patient relocation services. Here you'll embark in meaningful work that will make an impact on you and the customers we serve. View our employees' stories on how we provide care to the world at www.AtaMomentsNotice.com.

The Director of Operations will manage day-to-day operations and to meet the values, guiding principles, operating and strategic goals of Global Medical Response. The Director of Operations must work to meet the business objectives of the organization by ensuring internal and external customer satisfaction. This is achieved through positive community relations, efficient operational performance, retention of a profitable market share and driving GMR customer growth. Success can be realized by ensuring internal and external customer satisfaction, developing / retaining profitable market share, increasing non-acquisition growth, and embracing GMR's mission.

Responsibilities :

• Analyze markets and develop plans which match the supply of out-of-hospital healthcare services appropriately to meet customer performance expectations.
• Ensure optimal service levels to partner agencies, hospitals, and the medical community. Analyze information regarding customer satisfaction, operational performance, processes, and support employees to achieve high levels of customer and patient satisfaction.
• Plan, control and monitor operating budgets for assigned areas of responsibilities.
• Participate in community education activities and business development to increase operational efficiencies and effectiveness.
• Ensure and support continuous quality improvement through clinical management, communications center, and protocol interaction to maintain high quality patient care and outcomes.
• Coordinate with related stakeholders to develop and manage disaster planning.
• Maintain fleet readiness and logistical continuity across 24 / 7 Operations.
• Establish goals and objectives for field operations
• Manage employee performance by setting and communicating standards, measuring results, and providing feedback.
• Monitor and ensure franchise compliance with applicable laws governing business and employee relations.
• Actively develop, train, and promote the use of work teams for process improvement.
• Ensure effective, timely, and cost-efficient contract administration.
• Ensure effective risk management through proactive education and training programs.
• Must be able to demonstrate an effective track record of cultivating relationships with both an internal and external customer base.
• Ensure compliance with clinical, operational and Accreditation standards.
• Experience in Labor Relations and collective bargaining a plus.
• EMS management experience preferred.

Qualifications :

Education / Licensing / Certification :

AMR Western New Yor k is the primary ALS and BLS 911 response and transport provider across 315+ square miles in Erie and Niagara counties. With a fleet of 90+ units, eight strategically located stations, and more than 130,000 annual responses, AMR serves a wide range of communities including Buffalo (the second largest city in New York), Niagara Falls, Lackawanna, Cheektowaga, and numerous towns and villages. Our teams work closely with hospital partners such as Catholic Health, Kaleida Health, ECMC, and Oishi Children's, while also providing medical support at high-profile events like Buffalo Bills and Sabers games, the Erie County Fair, and major festivals. With a dedicated dispatch center and four annual EMT academies, AMR WNY is committed to community engagement, workforce development, and professional excellence.

EEO Statement

Global Medical Response and its family of companies are an Equal Opportunity Employer, which includes supporting veterans and providing reasonable accommodations for individuals with a disability.

Check out our careers site benefits page to learn more about our benefit options.

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