St. Louis, MO (Main - Ops Assistant Manager of Dispatch and Customer Service)

Buckled In•Saint Louis, MO

8d•Remote

About The Position

Buckled In’s Assistant Manager of Operations: Dispatch and Customer Service will join a high-growth small business and play a critical role in helping us to ensure exceptional daily service for hundreds of children and dozens of school districts, as well as a fulfilling employment experience for our drivers and supporting staff. This is a fast-paced, high volume, customer-facing role. To achieve these objectives, we are seeking a values-aligned, goal-driven, and enthusiastic Operations Assistant Manager who is comfortable in a remote small business environment. This person should be a proven leader, possess a high standard of excellence, exhibit strong analytical thinking, have exceptional written and verbal communication skills, and demonstrate a deep connection to our mission of providing access to opportunity for all students. The Assistant Manager of Dispatch is responsible for helping lead the live execution side of operations. This role supports coordinators/dispatchers, manages escalations, helps ensure rides are actively covered and monitored, and serves as a go-to leader during on-call shifts. This person helps drive strong service recovery, clear communication, urgency, and consistency during real-time operations. This position reports to the regional Operations Manager, and you will collaborate regularly with your regional team, other assistant managers, and the operations team as a whole. This position does not currently have direct reports.

Requirements

Read, write and speak English at a proficient level
At least 18 years old
Have a working computer with a camera and microphone
Have a reliable internet connection
1+ years of leadership experience
Exhibits all competencies up to Assistant Manager level on Core Competencies

Nice To Haves

Strong knowledge of pupil transportation industry processes and regulations
Experience in high volume calls and text response
Experience in customer service
1 year of full-time remote work experience (remote experience related to COVID or hybrid do not meet this criteria )

Responsibilities

Serve as a go-to dispatch lead; provide leadership, guidance, and escalation assistance to the dispatch team
Help oversee real-time daily service execution to ensure students are covered and issues are addressed quickly and appropriately
Support, coach, and help develop coordinators/dispatchers in areas such as sub finding, communication, ride monitoring, prioritization, and escalation handling
Step into complex or high-risk situations involving late rides, no-shows, unresponsive drivers, service disruptions, parent concerns, and district escalations
Help ensure timely, professional communication with guardians, drivers, districts, and internal teams during active issues
Monitor live service trends and recurring breakdowns, and identify opportunities to improve dispatch workflows, communication, and response times
Partner with regional Operations Managers to support strong on-time performance, ride fulfillment, and customer experience
Help reinforce expectations, accountability, and consistency across dispatch processes and service recovery
Collaborate with routing, compliance, ROC, and other operations team members to resolve service issues and support daily success
Use data, trends, and day-to-day observations to identify operational risks and recommend process improvements