Director, Dispatch Operations

Human Resources Team•Lynbrook, NY

5d•Remote

About The Position

Academy Fire Life Safety offers national one-stop fire and life safety services through our network of self-perform districts and trusted vendor partners. Our experienced account managers ensure clients across the country receive the same quality service for fire safety systems. We combine unmatched industry knowledge and scale with personal service and accountability. Join our team with over 80 years in business and two decades serving hundreds of national and regional account customers. Academy Fire offers unparalleled expertise in the management of multi-site fire and life safety protection. Through our customer service centers in New York and California, we provide coverage 24/7, 365 days a year. Academy Fire is seeking an experienced and results-driven Director of Central Dispatch to lead and optimize our national dispatch operations. This strategic leadership role is responsible for overseeing multiple dispatch teams, driving operational excellence, improving service delivery, and ensuring efficient coordination of field resources across a growing organization. The Director of Central Dispatch will play a key role in developing scalable processes, enhancing customer experience, driving performance metrics, and building a high-performing dispatch organization that supports Academy Fire's continued growth.

Requirements

Bachelor's degree in business, Operations Management, Logistics, Supply Chain Management, or a related field preferred.
7+ years of operational leadership experience, including management of dispatch, service coordination, logistics, call center, or related functions.
Demonstrated success leading large, geographically dispersed teams.
Strong analytical and problem-solving skills with experience managing operational metrics and performance reporting.
Excellent communication, leadership, and relationship-building abilities.
Proven ability to drive process improvements and manage organizational change.
Advanced proficiency with dispatch, workforce management, ERP, or service management platforms.
Successful completion of a drug test and pre-employment background screening is required.
MVR checks are required for all driving positions.

Responsibilities

Provide leadership and oversight for centralized dispatch operations across multiple teams and regions.
Develop and implement processes, procedures, and best practices to improve dispatch efficiency, consistency, and service quality.
Partner closely with operations, service, sales, and field leadership to ensure effective resource allocation and customer support.
Monitor key performance indicators (KPIs) and operational metrics to identify trends, drive continuous improvement, and achieve company objectives.
Lead, coach, and develop dispatch managers and team members while fostering a culture of accountability, collaboration, and customer focus.
Evaluate workforce planning and staffing requirements to support business growth and operational demands.
Identify opportunities to leverage technology and automation to improve dispatch operations and reporting capabilities.
Support organizational change initiatives and integration efforts as the company continues to expand.
Ensure compliance with company policies, operational standards, and customer service expectations.

Benefits

Competitive compensation
Pay is on a weekly cycle, every Friday
Career Advancement Opportunities
Competitive benefits, including healthcare, dental, vision, life insurance, paid time off and holidays
Company paid short and long-term disability
Immediately vested in our 401(k) company match
Full-time employees participate in our Shared Ownership Program which offers a monetary bonus aligned to the company's long-term success.
Exceptional guidance and support from our managers
Collaborative culture & environment
Opportunity to work alongside some of the best talent in the fire protection industry