Dispatch Lead

Soils, Inc-2

10d•$65,000 - $85,000

About The Position

The Dispatch Lead is a working lead who runs the daily dispatch operation, performs core dispatching duties in Service Titan, leads and develops the dispatch team, and owns performance measures including jobs completed, response times, go-backs, and overtime. The role sets daily scheduling priorities, coaches dispatchers, and serves as the first point of escalation for dispatchers, field staff, and customers. As the team grows, the Dispatch Lead will assume full oversight of all dispatchers and report directly to the Sr. Director of Operations. The role focuses on improving routing and scheduling efficiency, including through AI and other technology tools, while reducing overtime and related costs. The Dispatch Lead oversees daily schedules and routes, coordinates inspections, monitors vehicles and service progress, manages escalations, maintains communication across teams, and prepares dispatch reports and KPI updates. Applicants must reside in one of the following states: Virginia, Maryland, West Virginia, Tennessee, Connecticut, Delaware, Florida, Indiana, Georgia, Kentucky, Massachusetts, Pennsylvania, North Carolina, South Carolina, Vermont, Rhode Island, New Jersey, New Hampshire, or Michigan.

Requirements

High school diploma or equivalent.
At least 5 years of experience in dispatching, logistics, transportation, or field service operations.
At least 3 years directly leading a team in dispatching, logistics, transportation, or a similar environment.
Proven track record of improving dispatch or routing efficiency with measurable results.
Demonstrated success reducing overtime or similar operating costs, with specific examples and numbers.
Experience owning and reporting on operational KPIs and being accountable for hitting targets.
Strong overall technology proficiency and ability to learn and adopt new software and systems quickly.
Hands-on experience using AI tools, particularly for route optimization, scheduling, or forecasting.
Advanced proficiency with Service Titan, GPS/fleet tracking systems, and Microsoft Office, especially Excel.
Strong organizational, multitasking, and verbal and written communication skills.
Must reside in one of the listed states.

Nice To Haves

Associate's degree.
Knowledge of local geography and traffic patterns.
Ability to work under pressure and make calm, decisive calls during emergencies.
Working knowledge of DOT or industry regulations.
Familiarity with septic or other field service operations.
Experience building or improving dispatch processes in a growing company.

Responsibilities

Perform all duties of a Dispatcher.
Lead, coach, and hold the dispatch team accountable to clear daily standards.
Set daily dispatch priorities and balance workload across the dispatch team.
Train new dispatchers on company procedures, Service Titan, and dispatch standards.
Give regular, direct feedback and address performance issues early and constructively.
Assume full oversight of dispatchers as the team grows, including schedules, coverage, and performance support.
Build daily routes that maximize jobs per truck and minimize drive time, idle time, and overtime.
Use AI-powered routing, scheduling, and optimization tools to improve route efficiency, and evaluate new technology.
Monitor overtime daily and adjust schedules proactively to keep labor costs on target.
Find and eliminate root causes of go-backs, missed appointments, and wasted trips.
Recommend process, routing, and Service Titan improvements to the Sr. Director of Operations and assist with rollout.
Own the dispatch scorecard, including jobs completed, go-back rate, response times, schedule changes, and overtime hours.
Prepare daily and weekly dispatch reports with commentary on trends, misses, and actions taken.
Set targets with the Sr. Director of Operations and report progress against them.
Ensure dispatchers maintain accurate logs of calls, routes, and service details in line with company policies and regulations.
Oversee the daily field schedule and assign routes based on priority, location, and availability.
Coordinate inspections with Install Companies and resolve scheduling conflicts.
Monitor vehicle locations and service progress in real time.
Review previous-day jobs and ensure incomplete jobs and go-backs are rescheduled.
Ensure dispatch coverage during business hours, after hours, and emergencies.
Serve as the first point of escalation for dispatchers, field staff, and customers on scheduling issues.
Respond quickly to emergencies, delays, or service disruptions and reroute drivers when necessary.
Resolve escalated scheduling conflicts and customer complaints professionally.
Maintain communication with field staff and dispatchers via phone or Service Titan.
Communicate schedule changes, priorities, and process updates to the dispatch team.
Serve as the link between dispatch, field staff, customer service, and the Sr. Director of Operations.
Answer incoming calls, confirm service appointments, and model a professional and courteous demeanor.