Dispatch Manager

A1 Garage Door Service•Phoenix, AZ

17h

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. The role directs dispatch workflows and technician capacity to support timely service and a consistent customer experience. It 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 in support of company growth.

Requirements

At least 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, optimizing schedules and adjusting them 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 schedules, customer notes, ETAs, technician statuses, and follow-ups are documented accurately and promptly.
Hold the team accountable for service standards and dispatch KPIs, addressing 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 workflow and resource-allocation improvements.
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.