Manager Of Operations- Aurora 911

JOB LOCATION 23911 E Arapahoe Rd Aurora, Colorado 80016-4120 Cit y  of Aurora ,  Colorado It is an exciting time to work for the City of Aurora, we're growing and looking for dedicated and collaborative individuals to join our team of talented and valued employees. Excellent organizations have a set of principles, or core values, that are used to implement their mission and vision. Those values represent the touchstone for the organization, guiding the decisions of the individuals and the organization. At the City of Aurora, we demonstrate our excellence by modeling the CORE 4 Values of:   Integrity ,   Respect, Professionalism , and   Customer Service , and we welcome all who share these values to apply. Why Work for Aurora? Make a difference in the lives of real people every day Diverse community Competitive total compensation package Well-Funded General Employees Retirement Plan Light rail station minutes away On-site fitness center and overall employee well-being programs Internal educational programs to assist with career advancement Access to innovation workspaces PRIMARY DUTIES & RESPONSIBILITIES Hiring Range: $ 99, 166 -   $123, 958 annually   Full Salary Range:   $99, 166 -   $154,948   annually   The deadline to submit applications is July 1st, 2026. Please note, the City of Aurora will conduct ongoing screenings of applications on a first-come, first-serve basis; as soon as we determine a qualified pool of applicants exists, this position may be closed without notice. The   Manager of Operations   leads and develops first-line supervisors while ensuring seamless operational performance across Aurora911. This role advances the Director’s strategic vision and upholds Aurora911’s Mission, Vision, and Core Values by maintaining real-time awareness of operations, leveraging data to anticipate needs, and keeping the Operations Division agile, responsive, and aligned with organizational priorities. The   Manager   maintains a visible, engaged leadership presence, coaching supervisors through instruction, observation, and feedback to build confidence, decision-making, and people-leadership skills. This position fosters a healthy and accountable culture through leadership modeling and succession planning, collaborates with internal and external partners to enhance service delivery, and continually evaluates workflows, policies, and SOPs to ensure they are current, efficient, and aligned with industry standards and community needs .   By ensuring 24/7 operational continuity and consistently high-quality service delivery, this role safeguards reliable emergency communications for the community .   PRIMARY DUTIES & RESPONSIBILITIES      Support a flattened leadership model where influence, presence, and relational trust are valued above hierarchy, and where supervisors and   line-level contributors   participate actively in shaping operational excellence.   Maintain a consistent, on-site leadership presence using live observation and real-time awareness to stay connected to supervisor performance, operational flow, and team morale .   Coach and develop first-line supervisors through observation, guided decision-making, and timely feedback that   build   confidence, accountability, and leadership skills .   Facilitate collaborative, team-based problem-solving among supervisors rather than relying on top-down directives .   Identify individual development needs and create growth plans to prepare supervisors for expanded responsibility and leadership succession.   Model professional conduct, emotional intelligence, and communication expected of Aurora911 supervisors and ensure alignment across leadership tiers.   Monitor and evaluate supervisor performance and behavior and take appropriate action, including coaching, corrective feedback, documentation, and, when necessary, recommending personnel actions in accordance with city and department policies .   Operational Oversight & Real-Time Data Awareness   Maintain real-time awareness of operational activity, service levels, supervisor performance, and employee workload to ensure alignment with Aurora911 standards .   Monitor call-processing metrics, staffing deployment, and service trends to identify gaps, emerging issues, and opportunities for improvement .   Collaborate with supervisors to interpret performance data and turn insights into coaching, workflow adjustments, or resource decisions .   Initiate timely interventions when performance shifts, service impacts, or morale concerns emerge to correct issues early .   Ensure operational decisions support both immediate service needs and long-term strategic priorities defined by department leadership .   Policy, SOPs, and Workflow Alignment   Contribute operational insight to the development and revision of policies, SOPs, and workflows in collaboration with the Director and department leadership .   Participate in structured policy review processes to keep directives aligned with Aurora911’s values, strategic priorities, and practical application .   Support policy implementation by translating directives into clear expectations for supervisors and monitoring early adoption for training or clarification needs .   Treat policies and SOPs as living tools that support decision-making and service quality, elevating recommendations for refinement rather than changing them independently .   Partnerships and External Relationships   Maintain positive, productive relationships with public safety partners, city departments, and external stakeholders to support aligned service delivery .   Represent Aurora911 Operations in interdepartmental initiatives, providing subject-matter insight to keep communication workflows and outcomes coordinated .   Facilitate proactive communication with partner agencies to identify emerging needs, service gaps, or opportunities for alignment .   Elevate patterns or re