WHO WE ARE

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 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, 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 at www.ecomm911.ca

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

E-Comm is seeking a Senior Specialist, Operations Enablement Strategy to play a critical strategic role within the Emergency Communications Centre (ECC), operating in a fast-paced, mission-critical public safety environment.

This role is responsible for shaping and aligning operational strategy with corporate priorities, strengthening operational performance, resilience, and long-term sustainability across ECC sites. The position combines strategy, operational insight, and cross-functional leadership to enable data-informed decision making and system-level improvements that directly support frontline teams and public safety outcomes.

Working closely with partners across Operations, Enablement, Workforce Management, Data & Analytics, Finance, and People & Culture, the Senior Specialist translates complex operational challenges into clear strategies and actionable initiatives that improve service levels, efficiency, and the frontline employee experience.

As a trusted advisor to senior leaders, you will bridge strategy and execution, helping leadership navigate operational complexity while driving initiatives that strengthen ECC performance and support those delivering critical emergency services.

This role sits at the intersection of strategy, operations, and public safety. The Senior Specialist plays a key role in improving how the Emergency Communications Centre operates—ensuring frontline teams have the systems, processes, and insights they need to respond when the public needs help most.

You’ll have the opportunity to influence enterprise decisions, lead meaningful operational improvements, and collaborate across the organization to strengthen the systems that support emergency response services.

KEY ACCOUNTABILITIES:

Operations Strategy & Enablement:

• Lead the development and execution of strategies that improve ECC operational performance, resilience, and frontline effectiveness
• Partner with ECC and Enablement leadership to translate strategic priorities into clear execution roadmaps that improve service levels, efficiency, and scalability
• Lead operational transformation initiatives including automation, and workflow optimization to simplify frontline work and improve outcomes
• Analyze operational, workforce, and financial KPIs to identify trends, risks, and opportunities for improvement
• Identify friction points across caller journeys and frontline workflows and lead initiatives that enhance service quality and operational efficiency
• Provide strategic guidance to operations leadership on performance expectations, workforce practices, and operational processes impacting frontline employees
• Lead cross-functional initiatives from concept through implementation while managing risks, dependencies, and change adoption

Executive Insights & Storytelling:

• Analyze operational and financial data to identify trends and inform strategic decision-making
• Develop success metrics and measurement frameworks to track initiative performance and ROI
• Prepare strategic analyses, performance reports, business cases, and financial forecasts for senior leadership
• Diagnose root causes of performance gaps and define targeted improvement strategies

Stakeholder & Cross-Functional Leadership:

• Serve as a trusted strategic advisor to ECC leadership and key internal partners
• Partner with Finance to assess cost drivers, productivity, and value realization for strategic initiatives
• Enable operations leaders with insights, tools, and best practices that support effective decision-making
• Build strong cross-functional relationships to successfully drive operational improvement and change

Qualifications & Experience

• Minimum 7 years of progressive experience in strategy, management consulting, operations strategy, or enablement roles within a large-scale contact centre or emergency communications environment
• Bachelor’s degree in business administration or a related field, or an equivalent combination of education, training and experience
• Experience supporting enterprise or executive-level decision making
• Experience leading or supporting operational transformation initiatives, including AI or automation
• Experience working within large contact centre environments (500+ agents) is highly preferred
• Background in performance improvement methodologies such as Lean, Six Sigma, or Kaizen
• Strong data analysis and visualization skills using tools such as Tableau or Power BI
• Experience analyzing operational, workforce, and financial datasets in contact centre environments
• Strong understanding of contact centre operations and workforce management principles
• Experience with contact centre platforms such as Genesys, Avaya, or IEX
• Strong problem-solving and root-cause analysis capabilities.
• Excellent written, verbal, and executive presentation skills.
• Proven ability to influence without authority in complex, matrixed organizations
• Strong relationship-building skills and ability to collaborate across multiple levels of the organization
• Results-driven, adaptable, and comfortable working in a dynamic operational environment.

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 3 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:

• Meaningful work - work with a sense of purpose, supporting the public and first-responders
• Competitive salary - with the opportunity for increases
• 4 weeks’ vacation
• Eligibility to participate in our Personal Time-Off Program
• 100% paid extended health and dental benefits

Vaccination Policy: 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: 1
• Job status: Regular Full-Time
• Hours of work: Monday to Friday, 40 hours per week
• Wage/Salary: $105,000 to $128,000 (2025 rates) depending on experience
• Employee Group: Exempt
• Department: Operations
• Location: Vancouver/Hybrid -CLOSING DATE FOR APPLICATIONS: March 24, 2026 @ 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 talent@ecomm911.ca