Director of Dispatch & Member Services - Union Square Alliance

District Works•San Francisco, CA

4d•Onsite

About The Position

The Director of Dispatch & Member Services oversees, plans, and implements all aspects of the Dispatch and Member Services operation for the District Works Union Square Alliance program. This position manages the team responsible for receiving, prioritizing, assigning, monitoring, and documenting service requests while ensuring timely coordination among community teams, program leadership, Union Square Alliance representatives, merchants, property owners, residents, visitors, contractors, and public agencies. Reporting to the Senior Program Director, the Director provides strategic and daily operational leadership for Dispatch Technicians, Member Services personnel, and other assigned employees. The position is responsible for staffing, scheduling, employee performance, service quality, work-order management, communications technology, operational reporting, budget oversight, and continuous program improvement. This senior-level position is expected to maintain a working knowledge of developments and trends in dispatch operations, customer service, communications technology, public realm management, hospitality, and Community Benefit District services. The Director provides informed feedback and identifies strategic opportunities that improve responsiveness, stakeholder satisfaction, operational coordination, and organizational effectiveness.

Requirements

Minimum three years of progressively responsible experience in dispatch operations, customer service, communications, hospitality, operations management, transportation, facilities, public works, public safety support, or a related community.
Minimum three years of experience supervising employees and overseeing daily operations.
Demonstrated experience managing high-volume communications, service requests, work orders, stakeholder concerns, or community-service coordination.
Experience managing employee schedules, payroll approvals, training, performance evaluations, coaching, and corrective action.
Experience preparing operational reports, analyzing data, monitoring performance metrics, and maintaining accurate documentation.
Strong written, verbal, interpersonal, organizational, and customer-service skills.
Ability to communicate calmly, professionally, and effectively during stressful, sensitive, urgent, or rapidly changing situations.
Strong judgment, discretion, problem-solving ability, and attention to detail.
Ability to manage multiple priorities, deadlines, staffing needs, client requests, and operational demands.
Proficiency with professional software, including HRIS and workforce-management systems, Paylocity, Google Workspace, Microsoft Office, scheduling platforms, communication tools, and operational reporting systems.
Ability to learn and effectively use dispatch, work-order, camera, radio, GPS, CRM, and mobile workforce systems.
Ability to work on-site in Union Square and respond to operational needs outside regular business hours.
Ability to pass all required background checks and employment screenings.

Nice To Haves

Bachelor’s degree in Business Administration, Public Administration, Communications, Hospitality Management, Operations Management, Emergency Management, or a related field.
Equivalent professional experience may be substituted.
Experience working within a Business Improvement District, Community Benefit District, public realm program, municipal operation, transportation system, hospitality environment, or community-service organization.
Experience with dispatch software, work-order platforms, CRM systems, camera systems, radio communications, GPS technology, GIS, or mobile workforce applications.
Experience managing extended-hour, seven-day-per-week, or 24-hour operations.
Experience working with merchants, property owners, residents, visitors, public agencies, contractors, and community stakeholders.
Experience developing standard operating procedures, quality-control systems, performance reports, and operational dashboards.
Bilingual or multilingual communication skills are highly desirable.
CPR, First Aid, OSHA, emergency management, customer service, or related professional certification.

Responsibilities

Hire, train, supervise, and oversee all employees assigned to Dispatch and Member Services.
Schedule all positions through the District Works time-and-labor system.
Provide on-site supervision, coaching, performance reviews, and corrective action as necessary during all program hours, including nights, weekends, holidays, and special events.
Ensure employees are regularly observed, supported, and held accountable for meeting established performance and service standards.
Work with District Works leadership, Union Square Alliance staff, contractors, and program partners to address staffing, communications, technology, and service-delivery needs.
Bring significant operational, staffing, client, safety, or technology concerns to the attention of the Senior Program Director and other leadership as necessary.
Direct all Dispatch and Member Services operations, ensuring responsive service delivery, effective communication, and operational coordination across field teams, stakeholders, contractors, and Union Square Alliance.
Oversee the intake, prioritization, assignment, escalation, tracking, and resolution of service requests, stakeholder concerns, and operational incidents.
Optimize staffing, workflows, dispatch priorities, and communication systems to maximize service quality, responsiveness, and operational efficiency.
Serve as the senior escalation point for complex operational issues, stakeholder concerns, emergencies, and service disruptions.
Foster strong relationships with Union Square Alliance members, community stakeholders, public agencies, and contractors while promoting exceptional customer service and Radical Hospitality.
Analyze operational performance, service trends, and stakeholder feedback to drive continuous improvement and ensure service excellence.
Develop a customized staffing and dispatch plan to maximize the responsiveness and effectiveness of personnel, technology, and operational resources.
Oversee and maintain schedules, shift coverage, work-order workflows, communication protocols, equipment assignments, and system access.
Monitor and record program statistics for operational reporting, contract compliance, and billing purposes.
Prepare monthly, quarterly, and annual reports on service requests, call volume, response times, completion rates, incidents, stakeholder concerns, and employee performance.
Conduct regular quality-control audits of dispatch records, work orders, incident reports, stakeholder communications, and other program documentation.
Ensure all records are accurate, complete, timely, and appropriate for client reporting, billing, operational analysis, and performance evaluation.
Meet regularly with the Senior Program Director and Union Square Alliance representatives to review performance and recommend program improvements.
Oversee the dispatch, work-order, customer relationship management, radio, camera, GPS, mobile workforce, scheduling, and reporting systems used by the program.
Ensure employees are trained and proficient in all required technology, equipment, documentation standards, and communication procedures.
Monitor system performance, user access, data accuracy, confidentiality, and compliance with established procedures.
Work with District Works leadership and technology providers to resolve system issues and implement improvements.
Protect confidential, proprietary, sensitive, and personally identifiable information.
Recommend technology and process improvements that strengthen communication, service tracking, reporting, and operational efficiency.
Provide strong leadership and training with the goal of helping employees maximize their potential and maintain a cohesive, high-performing team.
Promote employee safety through safety talks, emergency communication training, operational training, and consistent reinforcement of workplace safety expectations.
Monitor and approve employee timecards weekly to support accurate payroll.
Ensure timecards are submitted correctly and that hours worked remain within the approved operating budget.
Partner with Recruitment and People Operations during hiring, interviewing, onboarding, training, employee relations, and performance management.
Conduct quarterly performance reviews and provide additional training, coaching, or support where needed.
Work directly with People Operations to provide documented counseling, performance improvement plans, or disciplinary action when necessary.
Support and enforce company policies by modeling professional, ethical, respectful, and accountable behavior.
Recognize strong employee performance and support opportunities for development, cross-training, and advancement.
Maintain the Dispatch and Member Services operating budget and monitor labor, technology, equipment, supplies, and service costs.
Submit required expense reports, purchasing documentation, and budget information.
Monitor staffing levels and overtime to ensure operations remain within the approved budget.
Identify efficiencies that improve productivity, responsiveness, and service quality.
Ensure responsible use and protection of District Works technology, equipment, and operational resources.
Provide backup support to other leadership team members during vacations, illness, vacancies, emergencies, or increased operational needs.
Be available to assist other District Works programs in any capacity needed.
Participate in leadership meetings, employee investigations, operational audits, emergency response, training sessions, and special projects.
Maintain flexibility in scheduling based on program needs, client requests, emergencies, special events, and management direction.
Perform other duties as assigned.