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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, operational excellence, and the ability to thrive in a fast-paced, dynamic environment.
You will lead, develop, and manage a team of frontline agents, serving as the primary escalation point for complex customer and operational issues. You'll own team performance metrics across customer experience, operational outcomes, quality, productivity, and service levels. Your responsibilities include ensuring riders receive empathetic, high-quality support while maintaining efficiency across all contact channels, overseeing dispatch operations to fulfill service commitments, and using technology and operational tools to monitor performance 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. You'll balance immediate problem-solving with long-term operational thinking, sharing insights that improve service reliability and team effectiveness. Building strong cross-functional relationships with Operations, Product, Support, and other stakeholders is essential to drive continuous improvement.
The ideal candidate has 3+ years of people management experience leading frontline operations, customer support, dispatch, call-center, logistics, or similarly fast-paced teams. You're a strong operator who can manage competing priorities, make decisions quickly, and remain calm under pressure. You're customer-focused, empathetic, tech-savvy, and comfortable learning new systems quickly. You excel in ambiguous environments, are analytical and curious, and can identify patterns and translate insights into actionable improvements. Excellent communication skills and the ability to build trust across all organizational levels are essential.
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.
