Operations Manager – Client Services & Dispatch

Excel Group • Ashburn, VA

2d • $98,040 - $144,840 • Onsite

About The Position

The Operations Manager – Client Services & Dispatch leads the Client Services and Dispatch teams, with primary accountability for personnel management, team development, and operational process ownership of these functions. Build, scale, and hold accountable high-performing teams that deliver service quality to customers. Partner with the operations management team to ensure end-to-end service delivery.

Requirements

• Five or more years of people-management experience leading and developing teams in a high volume, dynamic environment.
• Demonstrated track record of scaling teams, building accountability structures, and developing direct reports.
• Successful completion of all required pre-employment screenings, onboarding requirements, and mandatory training programs, including background screening, drug screening, credit check, HIPAA training, TSA training, and other company-required certifications.

Nice To Haves

• Team Leadership
• Managing People / People Development
• Performance Coaching & Accountability
• Interpersonal Skills / Impact and Influence
• Conflict Resolution
• Change Management
• Customer Service
• Delegation
• Problem Solving
• Communication

Responsibilities

• Serve as the primary point of accountability for service-quality outcomes delivered by the Client Services and Dispatch functions.
• Build and scale the Client Services and Dispatch teams in line with business growth, including workforce planning, hiring, onboarding, role design, staffing requirements, selection, and recommend termination.
• Develop team members through coaching, mentoring, skills development, and career-path planning; guide employees in handling difficult or complex problems and resolving escalated complaints or disputes. Foster a positive, collaborative team culture using strong interpersonal and communication skills across all levels of the organization.
• Establish clear performance standards and accountability mechanisms; conduct regular performance reviews, coach through performance issues, and hold team members to defined expectations.
• Own and continuously improve the processes within Client Services and Dispatch; maintain metrics, reports, process documentation, customer service logs, and training records; prepare work schedules and assign specific duties.
• Monitor operations to ensure staff compliance with administrative policies and procedures, safety rules, contracts, and government regulations.
• Collaborate with the operations management team, to formulate and implement cross-functional policies, procedures, goals, and objectives, including process and technology initiatives.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed