Dispatch Manager

A1 Garage Door Service•Phoenix, AZ

8d•$120,000 - $130,000

About The Position

The Dispatch Manager leads the daily operations of the Dispatch department and is accountable for scheduling performance, service level standards, team development, and operational efficiency. This role directs dispatch workflows and technician capacity to support timely service and a consistent customer experience. The position combines hands-on operational leadership with people management, resource planning, and continuous improvement. The Dispatch Manager develops the dispatch team, establishes clear expectations, and delivers department goals while supporting company growth.

Requirements

5+ years of dispatch or service operations experience, including at least 3 years leading teams.
Demonstrated success managing, coaching, and developing team members and supervisors.
Experience owning operational KPIs, staffing plans, and labor cost management.
Strong planning, problem-solving, and process improvement skills.
Ability to prioritize competing demands and make sound decisions in a fast-paced environment.
Strong communication skills and ability to align teams across departments.
Strong working knowledge of ServiceTitan or similar dispatch and scheduling platforms.
Proficiency in Microsoft Office, including Excel, Word, and Outlook.
Ability to analyze operational data, build reports, and translate findings into action.

Responsibilities

Manage day-to-day Dispatch operations to ensure efficiency, accuracy, and service excellence.
Direct assistant managers and dispatchers, ensuring schedules are optimized and adjusted in real time.
Manage technician routing, capacity, and schedule flow to maximize productivity and minimize downtime.
Resolve escalated scheduling conflicts, service delays, and customer-impacting issues.
Ensure accurate and timely documentation of schedules, customer notes, ETAs, technician status, and follow-ups.
Hold the team accountable for service standards and dispatch KPIs, and address performance gaps.
Lead, coach, and develop assistant managers and dispatchers through regular feedback and clear expectations.
Manage hiring, onboarding, and training in partnership with People and Culture.
Ensure consistent application of company policies, service standards, and operational procedures.
Manage staffing, coverage, attendance, and overtime within approved labor budgets.
Build a collaborative, professional team culture with clear ownership of results.
Conduct performance reviews, development planning, and corrective action with People and Culture.
Review dispatch KPIs, including schedule efficiency, technician utilization, response times, and booking accuracy.
Identify root causes of performance gaps and lead improvements to workflows and resource allocation.
Own Standard Operating Procedures (SOPs) and ensure consistent adoption across the team.
Lead implementation of dispatch systems, tools, and process changes, and assess results.
Maintain data accuracy and reporting standards in ServiceTitan and other operational platforms.
Partner with Technicians, Customer Service, and Leadership to align scheduling and service priorities.
Coordinate communication and recovery plans during high-volume periods or service disruptions.
Present performance results, staffing needs, and recommendations in operational meetings.
Lead seasonal planning and capacity forecasting, and recommend staffing and resource adjustments.