Dispatch Operations & Customer Service Manager

Infinity • Cedar Rapids, IA

16d • $50,000 - $60,000 • Onsite

About The Position

At Infinity, we don’t just manage customer service teams—we develop confident leaders and high-performing professionals who make a difference when customers need help most. As the Customer Service Manager for our Roadside Assistance program, you will lead an inbound service and dispatch team responsible for supporting consumers, service providers, and fleet clients during urgent roadside events. You will create a culture of accountability, empathy, accuracy, and execution while ensuring every interaction meets operational standards and delivers a dependable customer experience. This role is responsible for team performance, coaching and development, service quality, workforce readiness, escalation management, and continuous improvement. The ideal candidate remains calm under pressure, uses data to guide decisions, develops people with purpose, and leads by example through Energy, Excellence, and Execution.

Requirements

• Proven ability to lead customer service, contact center, dispatch, or roadside assistance teams in a fast-paced environment.
• Strong coaching, mentoring, performance management, and talent development skills.
• Excellent verbal and written communication, with the ability to demonstrate empathy, build trust, and remain composed during urgent or emotionally charged situations.
• Ability to interpret performance metrics, identify trends, and turn data into clear, measurable action plans.
• Strong judgment, problem-solving, and escalation-management skills with a customer-first mindset.
• Ability to balance customer needs, employee support, client expectations, and operational priorities.
• Comfort working across CRM, call-center, mapping, dispatch, reporting, and workforce-management platforms.
• High degree of ownership, organization, initiative, and follow-through.
• Flexibility to support program coverage and operational needs as required.
• Commitment to Infinity’s Perform Culture and the principles of Energy, Excellence, and Execution.
• High school diploma or equivalent required.
• Minimum of 3 years of supervisory or management experience in customer service, contact center operations, dispatch, roadside assistance, or a related service environment required.
• Demonstrated success leading teams to achieve customer experience, quality, productivity, and service-level goals.
• Experience with coaching, performance management, employee development, and operational reporting required.

Nice To Haves

• Bachelor’s degree in Business, Communications, Operations, or a related field preferred.
• Experience in roadside assistance, emergency services coordination, fleet support, towing, or dispatch operations preferred.
• Experience partnering with clients or cross-functional stakeholders in a service-based program preferred.

Responsibilities

• Lead, coach, and develop a team of customer service and roadside assistance professionals to meet or exceed service, quality, productivity, and customer experience goals.
• Create a culture of accountability, empathy, ownership, and continuous improvement aligned with Infinity’s Perform Culture.
• Monitor key performance indicators such as service level, response time, average handle time, quality results, schedule adherence, customer satisfaction, dispatch accuracy, and resolution outcomes.
• Conduct regular one-on-one coaching, performance reviews, team meetings, and development conversations that strengthen employee capability and engagement.
• Ensure roadside assistance requests are handled quickly, accurately, and compassionately, including effective coordination with service providers and clear communication with customers and clients.
• Manage complex customer, provider, and client escalations; identify practical solutions; and ensure timely follow-through and documentation.
• Review call, case, and quality data to identify trends, remove performance barriers, improve processes, and reduce repeat issues.
• Partner with senior leadership, workforce teams, training, quality, human resources, and client stakeholders to support staffing, readiness, performance, and program objectives.
• Support recruiting, onboarding, training, and retention efforts to build and sustain a knowledgeable, dependable, high-performing team.
• Recognize achievements, address performance concerns promptly, and make sound decisions regarding employee development and performance management.
• Prepare and present performance updates, operational insights, action plans, and recommendations to leadership and client stakeholders.
• Maintain compliance with company policies, client requirements, quality standards, and applicable procedures while supporting special projects and operational initiatives as assigned.

Benefits

• Medical, dental, vision, and more for full-time employees.
• Continuous Development: Access ongoing leadership training, coaching, and professional growth opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED