Dispatch Manager

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.