What are the responsibilities and job description for the Dispatch Manager position at Veteran Air?
Overview
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Veteran Air is growing fast, and we’re looking for an experienced Dispatch Manager to lead our dispatch team and drive operational excellence. If you thrive in a fast‑paced environment, love coaching teams, and are passionate about delivering exceptional customer service, this role is for you.
What You’ll Do
As our Dispatch Manager, you’ll oversee the day‑to‑day coordination of field operations and lead a team responsible for scheduling and dispatching service technicians. You will drive efficiency, maintain strong communication across departments, and ensure every customer experience exceeds expectations.
Key Responsibilities:
- Lead, coach, and support a team of dispatchers.
- Assign routes and coordinate technician deployment based on skills, location, and job urgency.
- Communicate with technicians and clients, ensuring timely updates and issue resolution.
- Monitor job progress and follow up on pending work to ensure customer satisfaction.
- Maintain accurate service records, schedules, and client information through internal software.
- Optimize workflows to improve productivity and service quality.
- Partner with leadership to implement operational processes and best practices.
- Manage scheduling gaps and coordinate coverage when needed.
- Participate in ongoing training to stay current on industry standards and regulations.
What We’re Looking For
- 3 years of leadership experience in dispatching, call center, customer service, or similar high‑volume environment.
- Strong communication and team‑building skills.
- Proven ability to lead with humility and foster a collaborative, positive work culture.
- Results‑driven mindset with experience using KPIs and metrics to guide performance.
- Customer‑focused, proactive, and able to multitask in a fast‑paced setting.
- Process‑oriented with strong attention to detail.
- Valid state driver's license.
- Service Titan experience.
Physical Requirements
- Ability to sit or stand for extended periods.
- May require bending, reaching, kneeling, or climbing.
- Occasional outdoor work and prolonged driving may be required.
What We Offer
- Industry‑leading benefits package
- Medical, dental, and vision coverage
- Paid holidays, PTO, and sick pay (based on position/tenure)
- 401(k) / IRA options
- Employee discounts
- Career advancement opportunities