Dispatch Manager

CHARLESGATE•Boston, MA

5d•$80,000 - $90,000•Onsite

About The Position

Charlesgate Property Management is hiring a Dispatch Manager to lead its central dispatch desk for maintenance, cleaning, landscaping, snow, warranty, and vendor work across its managed condominium and multifamily properties. The role is part of the Services Team, which includes maintenance, cleaning and landscaping, construction project management, and service coordination. The Dispatch Manager leads a small team, sets daily priorities, handles escalations, and personally coordinates vendors and warranty work to ensure each work order has an owner, a scheduled time, and a clear completion. The position is based in Boston, Massachusetts, and involves working in the office and in the field as needed. It is full-time and salaried.

Requirements

At least 3 years managing a maintenance or field service dispatch operation, including leading or training dispatchers.
Working maintenance knowledge sufficient to triage requests, assess urgency, and identify the appropriate trade or vendor.
Hands-on experience with a work order platform such as AppFolio, Property Meld, or similar.
Knowledge of the Boston-area vendor market, including cleaning, landscaping, snow, and building trades.
Comfort working with scorecards, hours, and billing.
Calm, organized judgment when multiple urgent requests arise, and clear, courteous communication with residents, technicians, vendors, and owners.

Nice To Haves

Residential property management experience.
Experience leading remote team members.
Warranty claims experience on new or lease-up buildings.
Multi-site snow operations experience.
Bilingual ability in English and Spanish.

Responsibilities

Hire, train, and coach local and remote dispatchers; set daily priorities and handle escalations.
Develop and maintain priority rules, escalation paths, and emergency procedures.
Source vendors, manage pricing and performance, and ensure insurance compliance; maintain a three-quote standard for recurring services.
Track warranty coverage by property and route covered items to builders or manufacturers.
Set the emergency on-call rotation, keep call trees current, and serve as the final escalation point for emergencies.
Lead dispatch operations during snow events and ensure seasonal contracts and plans are in place.
Ensure work orders close with accurate labor, materials, and billing status in coordination with the accounting team.
Track response times, completion rates, and desk scorecard metrics, and develop plans to address performance declines.