Dispatch Manager - Technician Routing

Kings III Emergency Communications•Coppell, TX

37d•$80,000 - $90,000•Onsite

About The Position

This role is for a seasoned operations leader with a proven track record of managing customer service and/or scheduling teams at scale. The ideal candidate will have established leadership experience, drive performance, and bring structure, accountability, and consistency to a high-volume installation coordination function. They should have successfully led teams supporting remote field operations and thrive in fast-paced, service-driven environments. Kings III is a growing, dynamic company established in 1989, recognized as a six-time winner of DFW Top Workplaces and a USA Today Top Workplace in 2020-2025. The company is on a mission for change and seeks creative employees who love opportunities for continuous learning and growth, valuing innovation and celebrating change. A significant percentage of employees have long tenure with the company.

Requirements

Demonstrated success leading customer service, scheduling, or operations teams at scale, with the ability to quickly establish credibility and drive results.
3+ years of experience in scheduling, coordination, or operational support roles involving remote field personnel.
5+ years of people leadership experience, with a strong track record of coaching and performance management.
High school diploma or equivalent.
Experience managing teams supporting installation, service coordination, or field operations.
Strong expertise in resource planning, workforce scheduling, and capacity management in dynamic environments.
Proficiency with Microsoft Office and scheduling/workforce management tools.
Proven ability to handle customer escalations and navigate cross-functional coordination.
Strong leadership presence with the ability to influence and motivate teams
Excellent organizational and prioritization skills
Proactive problem-solver with a continuous improvement mindset
Effective project management and ability to manage competing priorities
Customer-focused with strong conflict resolution skills
High attention to detail and strong follow-through
Clear, confident communicator capable of aligning diverse stakeholders

Nice To Haves

Experience in alarm, elevator, HVAC/mechanical, low-voltage, or emergency phone industries preferred.

Responsibilities

Lead, coach, and develop a team of Installation Coordinators, setting a high bar for performance and accountability.
Establish clear expectations, KPIs, and performance standards aligned with business objectives.
Provide ongoing coaching, feedback, and performance management to drive consistency and results.
Identify skill gaps and partner with leadership to implement targeted training and development plans.
Foster a collaborative, results-driven team culture focused on continuous improvement.
Oversee scheduling and coordination of installations and service work across assigned territories.
Ensure optimal allocation of labor resources, balancing workloads, capacity, and cost efficiency.
Monitor installation pipelines, backlogs, and service levels; proactively mitigate risks and constraints.
Review technician schedules and territory coverage to maximize utilization and service quality.
Step in to resolve complex scheduling challenges and escalated operational issues.
Own forecasting and capacity planning for installation volume, labor needs, and service demand.
Analyze daily, weekly, and monthly performance metrics to identify trends and improvement opportunities.
Ensure accurate tracking and follow-through on all installation and service-related activities.
Leverage data to drive operational efficiencies and continuous process improvements.
Act as a key liaison between Installation Coordinators, Field Service Managers, technicians, Sales, Customer Experience, and customers.
Manage customer escalations, ensuring timely and effective resolution.
Build strong partnerships across teams to align priorities and ensure seamless execution.
Ensure adherence to company core values, policies, procedures, and regulatory requirements.
Drive standardization of processes, documentation, and best practices across the team.
Maintain service level expectations, including phone coverage and responsiveness standards.

Benefits

Medical insurance with 1 HSA and 2 PPO plan options
Flex Spending Account (FSA)/Dependent Care FSA
Dental, vision, life, short- and long-term disability insurance
Critical illness and hospital indemnity plans
401k with company contribution
Employee Assistance Program (EAP)
Company paid telemedicine 24/7 access
Wellness Program
Employee discount program
8 paid holidays, plus 1 floating holiday
15 days of PTO accrued in year 1
Generous referral bonus program
Work life balance
Team building, attendance at our annual kickoff each January, and other fun events
Relaxed professional dress code