LEAD DISPATCHER

JW LOGISTICS OPERATIONS LLC•Jacksonville, FL

2d•$19 - $19

About The Position

Post-Arrival Coordination & Loadout Monitoring Assume responsibility for drivers once they check into a parking spot at the store (handoff from Transportation and Local Business Center teams). Check in with drivers every 20 minutes to confirm receipt of loadout dispense. If dispense is not received within the first 20 minutes: Notify the Walmart Teams chat and wait an additional 20 minutes. If still not received after 40 minutes: Escalate to the Project Manager and Walmart Teams chat. If dispense remains outstanding after 60 minutes: Escalate to the Project Manager, Walmart Teams chat, JW/L Senior and Executive teams, and Walmart Senior Operations team. Upon confirmation of loadout dispense within 20 minutes, transition to active route monitoring. Route Performance Monitoring & Intervention Continuously monitor driver performance using the Nash dashboard (delivery monitoring technology). Verify that drivers maintain a minimum of 7 orders per hour and follow the correct delivery sequence. If performance falls below 7 orders/hour or sequence deviations are detected: o Investigate root causes (e.g., delays, routing issues, or operational barriers). o Contact the driver directly for clarification and support. o Notify the Operations team and Project Manager to ensure accountability and schedule any necessary retraining (note: Dispatcher does not conduct retraining; this is handled by the Project Manager and local operations team). If performance meets or exceeds standards (≥7 orders/hour and correct sequence): Continue tracking route progress, including order completion status, any pending returns, and overall delivery metrics. Document as needed in JWL internal trackers. Route Completion & Close-Out Track route status through to completion, monitoring for any un-attempted deliveries, verified returns, or un-attempted returns. Ensure all applicable returns (un-attempted or verified) are brought back to the store before 23:00 (11:00 PM). Update internal JWL trackers. If remaining deliveries are un-attempted and will continue the following morning: o Document the status. o Update the Walmart Teams chat. o Record details in the internal daily Walmart tracker. Team Leadership and Communication Conduct daily one-on-one meetings with the Project Manager to review operations, discuss escalations, align on priorities, and gather key messages for the team. Deliver key messages, focal points, and operational updates from the Project Manager to the rest of the dispatch team, ensuring consistent understanding and adherence to standards. Mentor and guide dispatch team members on best practices for monitoring, escalation, and documentation to enhance overall team performance. Reporting General Duties Assist in generating, reviewing, and sending out daily/periodic reports to internal JWL teams (e.g., Senior and Executive teams) and external Walmart Senior Operations teams, including performance metrics, escalation summaries, and route outcomes. Maintain clear, professional, and timely communication via Teams chat, phone, and internal tools. Document all interactions, escalations, performance notes, and route outcomes accurately, as well as participate in tracking key data for review. Collaborate closely with drivers, Project Managers, local operations teams, dispatch team members, and Walmart stakeholders to resolve issues and optimize delivery efficiency. Adhere to all company safety, compliance, and performance standards.

Requirements

High school diploma or equivalent; associate's or bachelor's degree in logistics, supply chain, business, or related field preferred.
2+ years of experience in dispatching, logistics coordination, transportation operations, or delivery monitoring (experience with retail/e-commerce delivery platforms such as Walmart Spark or similar is a plus), with at least 1 year in a leadership or supervisory role.
Strong familiarity with internet dashboard/tools for real-time monitoring (experience with Nash or comparable delivery tracking systems highly desirable).
Excellent communication skills (verbal and written) for frequent check-ins, escalations, cross-team updates, and team leadership.
Proven ability to multitask in a fast-paced environment, prioritize urgent issues, make quick decisions, and lead a team effectively.
Detail-oriented with strong organizational, documentation, and reporting skills.
Proficiency in Microsoft Teams, Excel/Google Sheets, and other collaboration/tracking tools, including report generation.
Ability to work flexible shifts, including nights/weekends as needed for coverage.
Reliable, proactive, and customer-focused mindset with emphasis on accountability, performance improvement, and team development.

Nice To Haves

associate's or bachelor's degree in logistics, supply chain, business, or related field preferred.
experience with retail/e-commerce delivery platforms such as Walmart Spark or similar is a plus
experience with Nash or comparable delivery tracking systems highly desirable