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Salary: USD 55,000 - 68,000 / annual
As Dispatch Lead, you will manage a large frontline operations team responsible for customer support and real-time dispatching. You own team performance across customer experience, operational outcomes, quality, productivity, and service levels. You serve as the primary escalation point for complex customer and operational issues, making thoughtful decisions in real time with limited guidance.
Key responsibilities include leading, developing, and managing frontline agents; ensuring riders receive empathetic, high-quality support across all contact channels; overseeing dispatch operations to fulfill service commitments through proactive problem-solving and resource coordination; using technology and operational tools to monitor performance and identify emerging issues; partnering with General Managers and Operations leadership to investigate recurring challenges and recommend process improvements; balancing immediate problem-solving with long-term operational thinking; building cross-functional relationships with Operations, Product, Support, and other stakeholders; and becoming the subject matter expert on local operations, processes, and systems.
This is a highly visible leadership role requiring strong people management skills, sound judgment, and the ability to thrive in a fast-paced environment where priorities change quickly. You'll coach and develop your team, manage staffing and scheduling, and solve operational challenges in real time. The position is in-person in Park City, five days per week, with potential weekend availability based on operational needs.
Requirements:
- 3+ years of people management experience leading frontline operations, customer support, dispatch, call-center, logistics/transportation, or similarly fast-paced teams
- Proven ability to coach, develop, and hold team members accountable while creating an engaged and positive team culture
- Strong operator who can effectively manage competing priorities, make decisions quickly, and remain calm under pressure
- Customer-focused and empathetic, with commitment to delivering exceptional service experiences
- Comfortable owning operational outcomes and taking accountability for team performance
- Tech-savvy and comfortable learning new systems, tools, and technologies quickly
- Independent and self-directed; excel in ambiguous environments where processes may not yet be fully defined
- Analytical and curious, with ability to identify patterns, diagnose root causes, and translate insights into actionable improvements
- Excellent communicator who can build trust and influence stakeholders across all organizational levels
