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About the Role
The Dispatch Manager leads the entire dispatch organization, ensuring prompt, dependable communication and support for field team members. This senior leadership role sets high standards for service, owns the team's operating rhythm, and drives improvements in capacity, processes, and customer communication.
Responsibilities
- Provide clear leadership for every dispatch team member through regular communication, coaching, direction, and follow-through.
- Understand workload, morale, obstacles, coverage needs, and risks affecting service or field operations.
- Set clear expectations for each role and hold team members accountable to standards for urgency, accuracy, professionalism, and customer care.
- Develop team members by recognizing strong performance, providing timely coaching, and ensuring training, support, and coverage plans are in place.
- Oversee the daily flow of dispatch work, ensuring priorities, assignments, scheduling, follow-up, and handoffs are clear and completed.
- Maintain organized job responsibilities, documented processes, and clear ownership for recurring work.
- Identify bottlenecks, repeat issues, and process gaps; determine root causes; and implement changes to improve customer and field team member experiences.
- Measure the effectiveness of process changes, reinforce adoption, and adjust approaches as needed.
- Step into operational work to protect customers, support the field, or maintain service continuity.
- Partner with the Customer Experience Manager to improve technology use across the customer journey.
- Build and refine reliable customer communication workflows with automation for timely updates.
- Utilize human attention for judgment, reassurance, problem-solving, or personal responses where it adds the most value.
- Identify technology and workflow opportunities to reduce delays, missed communication, manual rework, and uncertainty.
- Collaborate with the Head of Human Resources on dispatch-related people matters, including performance concerns, coaching, development, and team dynamics.
- Communicate performance concerns and team member issues clearly and timely to the Chief Operating Officer and Head of Human Resources.
- Monitor workload and staffing capacity, recommending additional positions or team structure changes as needed.
- Assist in recruiting, onboarding, and training dispatch team members, emphasizing role clarity and consistent service standards.
- Prepare for weekly executive meetings with specific improvement opportunities, operational insights, and recommendations.
- Coordinate with field leaders, office teams, and other departments to ensure dispatch decisions support the broader operation.
- Escalate issues requiring executive attention while resolving resolvable work within the dispatch organization.
Requirements
- Strong leadership presence with the ability to set expectations, build trust, and hold people accountable.
- Exceptional organization and time management skills for a fast-moving, multi-team operation.
- Sound judgment under pressure and a practical approach to problem-solving.
- Clear, respectful communication with customers, field team members, team leaders, and executives.
- A customer-first mindset with the ability to balance automation and human interaction.
- Comfort using data, technology, and team feedback to improve daily operations.
Skills
- Leadership
- Communication
- Coaching
- Accountability
- Organization
- Time Management
- Problem-Solving
- Customer Service
- Process Improvement
- Technology Utilization
- Data Analysis
- Workforce Management
- Recruiting
- Onboarding
- Training
Experience Level
- Senior leadership role
About the Company
- McCullough Solutions