Dispatch & Permitting Manager

Same Day Water Heaters•Dallas, TX

10h

About The Position

Same Day Water Heaters, LLC is seeking an experienced Dispatch & Permitting Manager to lead and support its Dispatch and Permitting teams. The role oversees daily scheduling operations, permit processing, technician utilization, team performance, customer escalations, and process improvement initiatives. The successful candidate is a strong leader who takes initiative, thrives in a fast-paced environment, develops high-performing teams, and supports operational excellence, compliance, and exceptional customer service. The manager leads departmental planning and performance, optimizes technician schedules and routes, oversees permitting and inspections across service areas, and resolves escalations. The role also develops team members, maintains workflows and productivity standards, tracks and reports key performance indicators, and partners with Operations, Call Center, and Field teams to improve communication and service delivery.

Requirements

Previous supervisory or management experience.
At least 3 years of experience in dispatching, permitting, operations, customer service, or a related field.
Strong leadership, coaching, and team development skills.
Excellent written and verbal communication abilities.
Ability to multitask and prioritize effectively in a fast-paced, high-volume environment.
Ability to work under pressure while maintaining a positive attitude and professional demeanor.
Strong organizational, analytical, and problem-solving skills.
Sound judgment and decision-making abilities.
High level of integrity, professionalism, and reliability.
Proficiency in Microsoft Office, including strong Excel skills.
Ability to quickly learn and adapt to new systems, processes, and operational needs.

Nice To Haves

Experience leading teams in a high-volume service, plumbing, HVAC, construction, or home services environment.

Responsibilities

Lead, coach, and develop Dispatchers and Permit Specialists.
Set departmental goals, performance expectations, and deadlines aligned with company objectives.
Manage daily dispatch operations, technician scheduling, and job assignments to maximize efficiency and customer satisfaction.
Monitor technician capacity, route efficiency, and schedule optimization to improve productivity and job completion rates.
Oversee permit submissions, tracking, inspections, and regulatory compliance across all service areas.
Ensure permits, inspections, and job documentation are completed accurately and on time to prevent delays and failed inspections.
Handle customer, technician, subcontractor, and operational escalations, providing effective and timely resolutions.
Create and maintain departmental schedules, workflows, policies, procedures, and productivity standards.
Develop staffing schedules and ensure adequate departmental coverage during business hours and peak demand periods.
Maintain accountability for KPIs, including permit turnaround times, inspection pass rates, technician utilization, schedule efficiency, customer satisfaction, and team productivity.
Prepare and deliver weekly and monthly reports to leadership.
Train, mentor, evaluate, and motivate team members while fostering a positive, collaborative work environment.
Partner with Operations, Call Center, and Field teams to improve communication, efficiency, and service delivery.
Identify process improvement opportunities and implement solutions that support company growth and operational excellence.
Lead by example through professionalism, accountability, and commitment to company values.