Communications Manager (3057)

Communications Manager – TMG

Onsite – Las Vegas, NV

About Us:

Transportation Management Group (TMG) is a management services organization specializing in the non-emergency medical transportation (NEMT) industry. Headquartered in Las Vegas, NV, TMG partners with NEMT providers to deliver operational, administrative, and strategic support that drives efficiency, scalability, and growth.

With deep experience in NEMT operations, our team supports areas such as dispatch, workforce management, compliance, and performance optimization. We focus on building streamlined processes and scalable infrastructure to help our partners operate effectively across multiple markets.

Guided by our core values - Compassion, Attitude, Responsibility, and Excellence ("We CARE") - we are committed to fostering a culture of accountability, collaboration, and continuous improvement.

About the Role:

TMG is seeking an experienced, operations-minded Communications Manager to lead and oversee the daily performance of our 24/7 communications center within a fast-paced NEMT environment. This role is responsible for the overall management of communications operations, including dispatch execution, staffing oversight, team leadership, service quality, process improvement, and operational performance.

The Communications Manager provides leadership to Communications Supervisors, Leads, and Specialists, ensuring dispatch operations run efficiently, service standards are maintained, risks are escalated appropriately, and teams are equipped to support a growing multi-state operation. This role is accountable for building structure, consistency, and operational discipline across all communications workflows while partnering closely with base leadership and other operational stakeholders. This manager-level scope aligns with and expands upon the floor execution, shift leadership, compliance, and training responsibilities described in the Communications Specialist, Lead, and Supervisor roles.

Key Responsibilities:

Department Leadership & Oversight

• Oversee the daily operations of the communications center across all shifts.

• Provide direct leadership, coaching, and accountability to Communications Supervisors and other communications team members.

• Establish clear performance expectations, workflows, escalation standards, and service expectations for the department.

• Ensure appropriate supervisory coverage and staffing plans are in place to support a 24/7 operation.

• Partner with Operations, Base Leadership, and other internal stakeholders to support service continuity and operational alignment.

• Build and maintain a high-accountability culture focused on professionalism, urgency, teamwork, and service excellence.

Dispatch & Operational Management

• Maintain oversight of real-time dispatch operations for wheelchair, stretcher, ambulatory, and other transport types as applicable.

• Ensure trips are assigned and managed effectively based on priority, geography, vehicle capability, crew qualification, staffing levels, and operational constraints.

• Monitor dispatch boards, GPS systems, and operational dashboards to maintain visibility into trip progression, delays, service disruptions, and coverage gaps.

• Support the team in resolving high-priority operational issues, including delays, cancellations, no-shows, will-calls, coverage shortages, and facility escalations.

• Serve as a senior escalation point for complex dispatch, service, or staffing issues.

• Ensure proper handoff processes, shift pass-downs, and board cleanup standards are consistently followed.

Quality, Service & Performance Management

• Monitor departmental performance metrics such as on-time performance, trip accuracy, late-trip trends, call responsiveness, documentation quality, and service consistency.

• Review operational trends and identify opportunities to improve efficiency, reduce delays, and enhance customer experience.

• Ensure communication with hospitals, facilities, clients, account holders, transporters, and internal teams remains professional, timely, and solution-oriented.

• Audit dispatch notes, trip records, and communication workflows to ensure accuracy, completeness, and compliance with company expectations.

• Drive corrective action and coaching when service, quality, or communication standards are not met.

Staffing, Training & Employee Development

• Support recruiting, onboarding, training, and ongoing development for communications staff.

• Ensure new hires are trained on systems, workflows, trip types, call handling expectations, escalation procedures, and documentation standards.

• Provide ongoing coaching and performance feedback to Supervisors, Leads, and Specialists.

• Assist with scheduling, staffing coverage, and workforce planning to meet operational demand.

• Identify skill gaps and create development opportunities to strengthen bench strength and leadership readiness within the department.

Compliance, Risk & Documentation

• Help ensure dispatch and communications practices are aligned with company policy, operational requirements, and applicable privacy and documentation standards, including HIPAA-related confidentiality expectations reflected in the frontline role.

• Monitor operational risks related to driver coverage, service failures, excessive overtime, driver-hour issues, and safety escalations.

• Ensure issues involving compliance, safety, staffing shortages, or service disruptions are escalated appropriately and timely.

• Maintain required reports, pass-downs, incident documentation, and operational summaries.

• Support departmental readiness for growth, audits, operational changes, and process standardization.

Process Improvement & Cross-Functional Partnership

• Evaluate workflows, identify inefficiencies, and implement process improvements to strengthen dispatch execution and communication flow.

• Recommend improvements to staffing models, SOPs, reporting, escalation processes, and service coordination practices.

• Partner with leadership to support new base launches, operational growth, and communications infrastructure needs.

• Assist with implementation and optimization of dispatch, GPS, and communication systems.

• Perform other duties as assigned by management.

Additional Responsibilities

• Perform other duties as reasonably assigned by management.

Minimum Essential Functions:

To perform this job successfully, an individual must be able to perform the essential duties of the position, with or without reasonable accommodation. The Company will engage in the interactive process as required by applicable law.

• Maintain regular and predictable attendance and the ability to work assigned schedules, consistent with applicable law.

• Communicate effectively in English, both verbally and in writing, including speaking, hearing, and exchanging information via phone and electronic systems.

• Maintain focus, attention to detail, and accuracy while performing multiple tasks in a fast-paced environment.

• Analyze information, prioritize workload, and exercise sound, job-related judgment in time-sensitive situations.

• Remain seated for extended periods while using a computer and standard office equipment, including frequent use of multiple monitors.

• Visually process information on computer screens and electronic systems to perform job duties.

• Work in an environment involving frequent interruptions, changing priorities, and varying workloads.

• Comply with all Company policies and applicable laws and regulations.

Qualifications:

• High school diploma or equivalent required.

• Associate’s or Bachelor’s degree in business, logistics, healthcare operations, communications, or a related field preferred.

• 4+ years of experience in dispatch, transportation, logistics, call center, healthcare operations, or another high-volume operational environment.

• 2+ years of leadership experience in a lead, supervisory, or management capacity preferred.

• Strong experience managing real-time operations, competing priorities, and high-pressure service environments.

• Demonstrated ability to lead teams, coach performance, and hold employees accountable.

• Strong decision-making, problem-solving, and escalation judgment.

• Excellent written and verbal communication skills.

• Strong organizational skills and attention to detail.

• Proficiency with dispatch software, GPS/vehicle tracking systems, Microsoft Office, and communication platforms such as Teams.

• Ability to quickly learn and adapt to new systems, workflows, and operational demands.

Ideal Candidate Will Have

• Strong leadership presence and sound operational judgment.

• Ability to remain calm, decisive, and professional under pressure.

• High level of accountability, reliability, and follow-through.

• Strong customer service orientation and conflict-resolution skills.

• Ability to balance frontline operational needs with leadership-level oversight.

• Commitment to quality, safety, service excellence, and continuous improvement.

• Strong situational awareness and the ability to proactively identify and address operational risk.

Work Location: In-person and on-site. This role supports a 24/7 operation and may require evenings, weekends, and holidays.

Reporting: Reports directly to the Director of Operations.

Employment Type: Full-Time, Exempt (Salaried)

Compensation:

• Salary Range: $65,000-$75,000 per year

• Compensation will be based on the candidate’s experience, qualifications, and demonstrated skill set.

Benefits:

• Competitive compensation based on experience and qualifications.

• Comprehensive benefits package, which may include medical, dental, and vision insurance, 401(k), paid time off, and other company-sponsored benefits.

• Opportunities for career growth and advancement within a fast-growing organization.

• A rewarding and supportive work environment where your contributions help make a meaningful difference in the communities we serve.