Director of Transportation

Job description:

Position Overview

We are seeking a dynamic and forward-thinking Director of Transportation to lead our dispatch, including oversight of our dispatch call center. This role is responsible for managing the full lifecycle of dispatch operations, ensuring timely and efficient service, and delivering exceptional customer experiences. The ideal candidate brings leadership in transportation, strong dispatch acumen, and a track record of building high-performing, customer-centric teams in fast-paced environments.

Key Responsibilities

• Dispatch Leadership: Lead and scale dispatch operations across all markets, with direct oversight of dispatch teams and the dispatch call center.
• Customer Experience Focus: Develop and implement service standards that ensure a consistent and professional experience for clients, partners, and internal teams.
• Call Center Management: Oversee inbound and outbound communication strategies for the dispatch call center. Ensure dispatch agents are trained in both logistics and customer service protocols.
• Training & Development: Design and deliver training programs for dispatch staff focused on customer service, logistics execution, and phone etiquette. Foster a culture of service, urgency, and accountability.
• Technology Integration: Utilize dispatch platforms such as SyteLine, Oracle Transportation Management (OTM), GPS, and GIS technologies to improve accuracy and responsiveness in route optimization and tracking.
• Logistics Coordination: Manage real-time scheduling, route adjustments, and last-mile logistics to support seamless operations and high delivery performance.
• Performance Metrics: Define and monitor KPIs across dispatch and call center activities. Identify trends, reduce inefficiencies, and implement corrective actions.
• Crisis & Escalation Handling: Lead high-stakes response efforts when disruptions occur, maintaining composure and leveraging data to drive decisions.
• Compliance & Accuracy: Ensure data integrity through robust system usage and enforce compliance with internal SOPs and external regulatory requirements.

Qualifications

• 7 years of leadership experience in dispatch, transportation logistics
• Direct experience managing a dispatch call center or high-volume dispatch environment strongly preferred.
• Expertise in customer service within logistics, with experience building and leading training programs.
• Advanced proficiency with dispatch and logistics software (e.g., SyteLine, Oracle TMS, GPS, GIS).
• Strong communication and team leadership skills, with an emphasis on coaching and developing others.
• Proven track record in KPI development, performance tracking, and operational improvement initiatives.
• Bachelor's degree in Logistics, Business Administration, Supply Chain, or related field (or equivalent experience).