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Salary: USD 55,000 - 68,000 / annual
Via Transportation is seeking a Dispatch Lead to manage a large frontline operations team responsible for customer support and real-time dispatching. This is a highly visible leadership role requiring strong people management, sound judgment, and the ability to thrive in a fast-paced environment where priorities shift quickly.
You will lead, develop, and manage a team of frontline agents handling customer support and dispatch operations. You'll serve as the primary escalation point for complex customer and operational issues, making thoughtful decisions in real time with limited guidance. Your responsibilities include owning team performance metrics across customer experience, operational outcomes, quality, productivity, and service levels. You'll ensure riders receive empathetic, high-quality support while maintaining efficiency and responsiveness across all contact channels.
You will oversee dispatch operations to ensure all service commitments are fulfilled through proactive problem-solving and resource coordination. Using technology and operational tools, you'll monitor service performance, identify emerging issues, and drive informed decision-making. You'll partner closely with General Managers and Operations leadership to investigate recurring operational challenges, identify root causes, and recommend process improvements.
Balancing immediate problem-solving with long-term operational thinking, you'll share insights and recommendations that improve service reliability and team effectiveness. You'll build strong cross-functional relationships with Operations, Product, Support, and other stakeholders to drive continuous improvement. You'll 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, five days per week. 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 levels of the organization
