The Dispatch Manager leads the daily operations of the Dispatch department and is accountable for scheduling performance, service level standards, team development, and operational efficiency. This role directs dispatch workflows and technician capacity to support timely service and a consistent customer experience.
This position combines hands-on operational leadership with people management, resource planning, and continuous improvement. The Dispatch Manager develops the dispatch team, establishes clear expectations, and delivers department goals and support company growth.
WHAT YOU'LL DO
Lead & Oversee Daily Dispatch Operations
- Manage day-to-day Dispatch operations to ensure efficiency, accuracy, and service excellence
- Direct assistant managers and dispatchers, ensuring schedules are optimized and adjusted in real time
- Manage technician routing, capacity, and schedule flow to maximize productivity and minimize downtime
- Own resolution of escalated scheduling conflicts, service delays, and customer-impacting issues
- Ensure accurate and timely documentation of schedules, customer notes, ETAs, technician status, and follow-ups
- Hold the team accountable for service standards and dispatch KPIs; address performance gaps
Manage & Develop the Dispatch Team
- Lead, coach, and develop assistant managers and dispatchers through regular feedback and clear expectations
- Manage hiring, onboarding, and training in partnership with People and Culture
- Ensure consistent application of company policies, service standards, and operational procedures
- Manage staffing, coverage, attendance, and overtime within approved labor budgets
- Build a collaborative, professional team culture with clear ownership of results
- Conduct performance reviews, development planning, and corrective action with People and Culture
Drive Performance & Process Improvement
- Review dispatch KPIs, including schedule efficiency, technician utilization, response times, and booking accuracy
- Identify root causes of performance gaps and lead improvements to workflows and resource allocation
- Own Standard Operating Procedures (SOPs) and ensure consistent adoption across the team
- Lead implementation of dispatch systems, tools, and process changes; assess results
- Maintain data accuracy and reporting standards in ServiceTitan and other operational platforms
Cross-Department Collaboration
- Partner with Technicians, Customer Service, and Leadership to align scheduling and service priorities
- Coordinate communication and recovery plans during high-volume periods or service disruptions
- Present performance results, staffing needs, and recommendations in operational meetings
- Lead seasonal planning and capacity forecasting; recommend staffing and resource adjustments
WHAT YOU'LL BRING
Experience & Skills
- 5+ years of dispatch or service operations experience, including at least 3 years leading teams
- Demonstrated success managing, coaching, and developing team members and supervisors
- Experience owning operational KPIs, staffing plans, and labor cost management
- Strong planning, problem-solving, and process improvement skills
- Ability to prioritize competing demands and make sound decisions in a fast-paced environment
- Strong communication skills and ability to align teams across departments
Technical Proficiency
- Strong working knowledge of ServiceTitan or similar dispatch and scheduling platforms
- Proficiency in Microsoft Office (Excel, Word, Outlook)
- Ability to analyze operational data, build reports, and translate findings into action
KEY ATTRIBUTES FOR SUCCESS
- Leadership-driven: Develops team members and supervisors while holding them accountable for results
- Operationally strategic: Aligns daily execution, staffing, and capacity with department goals
- Proactive decision-maker: Anticipates service risks and takes timely action to address them
- Process-focused: Builds consistent workflows and measures the impact of improvements
- Calm under pressure: Provides clear direction during high-volume or urgent situations
- Collaborative communicator: Builds alignment and resolves issues across departments
#INDA1
Benefits and other cool stuff:
· Medical, dental, vision, 401K
· Paid Time Off
· Weekly Pay
· Internal Promotion opportunities
· Company swag
A1 Garage Door (and affiliate companies) provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.