Dispatch Supervisor

Mall of America•East Rutherford, NJ

About The Position

American Dream, developed by Triple Five Group, is an unparalleled mix of world-class entertainment, retail and dining, comprising more than 3 million square feet just minutes away from New York City in East Rutherford, New Jersey. American Dream is home to leading attractions, including DreamWorks Water Park, Nickelodeon Universe Theme Park, LEGOLAND Discovery Center, SEA LIFE Aquarium, Big SNOW Ski Hill, Dream Wheel – a 300-foot observation wheel overlook the NYC skyline, as well as attractions debuting soon such as The Game Room Powered by Hasbro and Skip Barber Racing Go-Kart Academy. American Dream’s immersive luxury shopping and dining experience – The Avenue – features Saks Fifth Avenue, Hermès, Saint Laurent, Dolce&Gabbana, Carpaccio, a fine-dining Italian restaurant, and much more. The retail collection is further expanded with flagship locations for Aritzia, H&M, PRIMARK, Uniqlo, Sephora and Zara; as well as the Toys“R”Us global flagship, the only standalone location in the U.S, and the world’s first and only “candy department store,” IT’SUGAR. For more information on American Dream, visit www.americandream.com or find us on Instagram @americandream and TikTok @americandream_official. Key Objective(s): The Dispatch Supervisor is responsible for overseeing the daily operations of the Security Dispatch Center to ensure effective communication, surveillance, and emergency response services. This role supports a safe, secure, and positive experience for guests, tenants, and employees by coordinating dispatch operations, supervising personnel, enforcing policies and procedures, and ensuring the reliability of communications and security systems. The Dispatch Supervisor serves as the on-duty leader during assigned shifts and acts as the primary point of coordination in emergency and non-emergency situations.

Requirements

High school diploma or dquivalent
Minimum 18 years of age
3–7 years of security, public safety, dispatch, or law enforcement experience.
Previous supervisory or leadership experience.
Prior experience in security, public safety, or dispatch needed
Demonstrated experience providing leadership, direction, or oversight to dispatch or security personnel.
Ability to type at least 30 words per minute and use standard computer applications.
Eligible to be licensed as a Security Officer in the State of New Jersey, including successful completion of required background checks.

Nice To Haves

Valid driver’s license preferred.
Knowledge of FCC regulations and security or law enforcement procedures.
Experience with surveillance systems, emergency communications, and technology-based dispatch platforms.
Knowledge of Simplex Fire Alarm System
Experience training, developing, and motivating diverse teams.
Post-secondary education, military, or advanced public safety training.

Responsibilities

Serve as the on-duty supervisor for Dispatch operations, assuming command responsibility in the absence of senior management.
Oversee daily dispatch functions, including radio, telephone, fire alarms, CCTV, and computer-aided dispatch systems.
Promptly receive, prioritize, and dispatch calls for service in accordance with established protocols.
Coordinate and request assistance from Law Enforcement, Fire, and EMS agencies as required.
Maintain awareness of and support Emergency Action Plans and Emergency Operations Center functions.
Supervise, coach, and support Dispatch personnel, including scheduling, coverage, and shift oversight.
Train new dispatch team members and ensure documentation, logs, and reports are complete and accurate.
Provide guidance, corrective action, and performance feedback as appropriate.
Assist with interviews, onboarding, evaluations, and disciplinary investigations when required.
Promote professionalism, teamwork, and positive guest service standards always.
Monitor and operate multi-channel radio systems in compliance with department policy and FCC regulations.
Oversee use and functionality of CCTV systems, alarm monitoring platforms, call boxes, and related equipment.
Assist with maintaining computer-aided dispatch and electronic reporting systems.
Support technology upgrades, maintenance, and coordination with IT and external vendors as assigned.
Distribute, track, and control radios and communication equipment issued to authorized personnel.
Ensure enforcement of all Security policies, procedures, and applicable state and local laws.
Maintain accurate records, logs, and dispatch documentation.
Enter, retrieve, and manage computerized data related to security and dispatch operations.
Support Manager-on-Duty (MOD) responsibilities when assigned.
Provide assistance and coordination with other Security units and departments as needed.
Perform all other duties as assigned.