Service Dispatch & Logistics Optimization Manager

Armstrong Group•Warrendale, PA

11d

About The Position

The Service Dispatch & Logistics Optimization Manager will lead, coach, and evaluate a team of dispatch agents to support daily operations, maintain appropriate staffing coverage, and promote consistent performance. This role involves overseeing daily scheduling and dispatch activity by aligning technician skills, availability, certifications, and service requirements to operational needs. The manager will monitor routing practices and territory assignments to improve travel efficiency, reduce unnecessary drive time, and support timely service delivery. They will also direct real-time schedule adjustments in response to urgent service needs, delays, call volume changes, or other operational issues. Key responsibilities include tracking, analyzing, and reporting on operational and team performance measures, ensuring customer commitments and service-level expectations are met, and proactively identifying and implementing operational improvements. Collaboration with operational leadership, Customer Care, and Field Operations is also a key aspect of this role.

Requirements

Leadership experience: Experience leading and developing a dispatch, scheduling, or logistics team in a high-volume service environment.
Operational systems knowledge: Proficiency with dispatch, workforce management, or field service systems; experience with Oracle Field Service Cloud and Oracle Workforce Management or similar platforms preferred.
Analytical and problem-solving skills: Ability to assess service demand, staffing needs, and routing challenges and make sound operational decisions in a fast-paced environment.
Territory and routing knowledge: Strong working knowledge of route planning, geographic territory management, and the operational factors that influence service efficiency, travel time, and schedule reliability.
5 or more years of experience in dispatch, field service coordination, logistics, or related operations, including prior leadership responsibility.
Bachelor’s degree in business logistics, operations, supply chain, business management, or a related field preferred; equivalent relevant experience may be considered.

Nice To Haves

Experience with Oracle Field Service Cloud and Oracle Workforce Management or similar platforms preferred.

Responsibilities

Lead, coach, and evaluate a team of dispatch agents to support daily operations, maintain appropriate staffing coverage, and promote consistent performance.
Oversee daily scheduling and dispatch activity by aligning technician skills, availability, certifications, and service requirements to operational needs.
Monitor routing practices and territory assignments to improve travel efficiency, reduce unnecessary drive time, and support timely service delivery.
Direct real-time schedule adjustments in response to urgent service needs, delays, call volume changes, or other operational issues.
Track, analyze, and report on key operational and team performance measures, including technician utilization, schedule adherence, travel efficiency, and response-time performance.
Help ensure customer commitments and service-level expectations are met through proactive planning, effective communication, and team accountability.
Proactively identify and implement operational improvements utilizing key performance metrics, dispatch and workforce management tools to support scheduling accuracy, operational visibility, and continuous process improvement.
Collaborate with operational leadership on service demand planning and staffing alignment and partner with Customer Care and Field Operations on priority work and escalations.