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Salary: USD 55,000 - 68,000 / annual
As Dispatch Lead at Via (a ride-sharing/mobility marketplace), you will lead a large frontline operations team responsible for customer support and real-time dispatching. This is a highly visible people-management role requiring strong leadership, sound judgment, and the ability to thrive in a fast-paced, dynamic environment.
Key responsibilities include:
- Lead, develop, and manage a team of frontline agents handling customer support and dispatch operations
- Serve as the primary escalation point for complex customer and operational issues, making real-time decisions with limited guidance
- Own team performance metrics across customer experience, operational outcomes, quality, productivity, and service levels
- Ensure riders receive empathetic, high-quality support while maintaining efficiency and responsiveness across all contact channels
- Oversee dispatch operations to ensure all service commitments are fulfilled through proactive problem-solving and resource coordination
- Use technology and operational tools to monitor service performance, identify emerging issues, and drive informed decision-making
- Partner closely with General Managers and Operations leadership to investigate recurring challenges, identify root causes, and recommend process improvements
- Balance immediate problem-solving with long-term operational thinking, sharing insights that improve service reliability and team effectiveness
- Build strong cross-functional relationships with Operations, Product, Support, and other stakeholders to drive continuous improvement
- Become the subject matter expert on local operations, processes, and systems, adapting quickly as services evolve
This is an in-person position based in Park City, requiring five days per week on-site. Weekend availability may be required 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
