Deputy Director of Operations, Mecklenburg EMS Agency


Established in 1996, Mecklenburg EMS Agency (“Agency” or “Medic”), is a joint governmental agency formed through an agreement between Mecklenburg County, the Charlotte Hospital Authority (now Atrium Health), and Novant Health. Medic operates the busiest EMS agency in the state of North Carolina and is the sole 911 ambulance service provider in Mecklenburg County, including the greater Charlotte area. The Agency’s responsibilities include emergency response, non-emergency scheduled transports, special event coverage, tactical paramedic SWAT support, and manages its own Central Medical Emergency Dispatch center. Medic is renowned as one of the top-performing EMS agencies in the nation, particularly for cardiac arrest patient outcomes and extensive research initiatives that have a worldwide impact on EMS practices. With over 600 employees and a fleet of 100+ vehicles, Medic serves a diverse and exciting environment spanning 544 square miles, with a population of over one million people, as well as several professional sporting venues, multiple college campuses and universities, two major lakes, a busy international airport, two nuclear power plants, and several major corporations and business centers.

With its mission, “To save a life, hold a hand, and be prepared to respond in our community when and where our patients need us,” Medic is proud of its strong history and ongoing commitment to serving the people of Mecklenburg County and the Charlotte region.

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The Deputy Director of Operations (DDO) will report directly to the Executive Director and will manage a team of operations managers across the Field Operations and Communications Departments.


The individual who occupies this position will be expected ­­­­to lead, direct, manage, and represent the Agency’s operations in achieving its purpose/mission. Reporting to the Executive Director and serving as part of the Leadership Team, the DDO will have both internal- and external-facing responsibilities, ranging from improvement management (planning, developing strategic objectives, budgeting) to administration (reporting, developing measures, financial management), and human capital (team building, performance management, leadership development). The DDO will partner closely with the rest of the Leadership Team to chart the Agency’s future growth and strategic response to an ever-increasing demand for the Agency’s services.

Specific duties will include, but not necessarily be limited to:

  • Develop, set, and execute strategic goals in alignment with Medic’s vision.
  • Execute a process to design and approve a budget (labor, operating, revenue, and capital) across both departments to support Agency operations and improvement plans.
  • Actively manage and execute financial performance to achieve Agency goals and organizational success.
  • Use a variety of information and supporting data, including organizational metrics/KPIs, performance models/goals, department dashboards, and financial measures) to monitor, analyze, and drive the performance of personnel.
  • Mentor and coach/educate staff to ensure success with core responsibilities and performance of measures; be a visible, approachable sounding board/resource with a focus on continuing education and development.
  • Provide oversight to ensure relationships between Communications and Field Operations recognize the impact of each other’s work in their respective departments.
  • Overall oversight of employee policy and Standard Operating Guidelines.
  • Identify best practices and improve internal systems with an eye toward future needs and budget realities.

Field Operations

  • Oversight of annual field operations schedule and deployment needs.
  • Direct, develop, and approve incentive structures to ensure Agency meets the demand of the system and increases unit-hour production.
  • Assure that a yearly operations payroll model is created, review the model for assumptions and accuracy, and approve the final model for inclusion in the budget.
  • Respond to large-scale events or events that have a critical impact on Agency function or employees.
  • Ensure operations are optimized.

Communication Center Operations

  • Develop and implement innovative methods for response deployment.
  • Understand the basics of the public safety network and the internal and external technology infrastructure so that work can be appropriately prioritized, and an assessment of criticality can be performed.
  • Ensure call-taking and deployment strategies are optimized.
  • Represent the Agency on large-scale technology projects that involve other departments (i.e., common CAD).
  • Serve as primary liaison with first responder partners, and delegate as appropriate.
  • Provide workload prioritization for projects requested by external partners.

Leadership to OM, AOM, OS

  • Recruit, lead, and equip managers and supervisors to accomplish their departmental responsibilities and achieve the Agency’s purpose.
  • Actively engage direct reports to ensure individual technical and leadership development, achieve integrated performance, and support a healthy and consistent team dynamic.
  • Ensure that managers create and maintain necessary processes to achieve departmental success and process linkage in support of the Agency’s mission and purpose.
  • Drive the performance of leadership departments in day-to-day activities and focused process improvement.

Special Ops and EM

  • Act as Agency Incident Command for large-scale incidents or delegate as necessary.
  • Direct use of ICS (Incident Command Structure) and planning process as needed.
  • Review after-action reports and make recommended changes in policy, procedure, or SOG (Standard Operating Guidelines) to the Director Team.
  • Oversight and approval of the airport contract.
  • Approval of minor contracts, e.g., Checkers games, CMS football, etc.
  • Act as Agency representative at the Emergency Operations Center or Law Enforcement Center when activated – delegate as needed.
  • Oversight and management of personnel’s participation in all required drills, tabletops, or other external partner events organized by Emergency Management.
  • Maintain situational awareness of the Agency, community, and broader environment.

External Partnerships

  • Manage or delegate the management of the relationships with the Charlotte Fire Department, and Town and Extraterritorial Jurisdiction (ETJ) Fire Departments.
  • Develop relationships with CMPD Majors and Deputy Chiefs, and delegate management of other similar relationships at the OM level.
  • Develop relationships with Hospital Administration at a level above the ED nurse manager.
  • Be the point of contact for the Public Health Medical Director.
  • Participate in QMC and MCB meetings.
  • Attend and present when requested at ABOC/AMC/FC/BOCC.


  • Minimum of four years of experience in a senior management role including staff supervision, human resources, finance, and/or operations; EMS industry experience required.
  • Must be a North Carolina Paramedic or have the ability to attain NC Paramedic certification within six months of start date.
  • Ethics above reproach with a strong moral compass to guide an organization in the right direction.
  • Exemplary communication skills – written, verbal, and listening.
  • Strong aptitude for metrics, reporting, and accountability.
  • Ability to implement vision, think strategically, creatively problem-solve, exercise good judgment, and lead change.
  • Basic knowledge of, or the ability to quickly learn and understand, airport operations and special operations paramedics’ scope and assignments.
  • Keen focus on processes and process reliability which benefit the community.
  • Strong passion for and dedication to the Agency’s mission.
  • Four-year bachelor’s degree or equivalent experience.


Compensation will be commensurate with experience including a competitive base salary, bonus opportunity, and competitive benefits package.


Robin Bagby
Senior Associate