Dispatch Lead
Core
Lead a frontline operations team responsible for customer support and real-time dispatching functions, ensuring operational excellence and empathetic service delivery.
Role type
Senior frontline operations manager (dispatch & customer support)
Builds
Customer support and dispatch operations for a ride-sharing service
Domain
Transportation / Ride-sharing
Required skills
People management, real-time decision making, operational metrics ownership, stakeholder partnership, process improvement, cross-functional collaboration, system adaptability, root cause analysis, team coaching, priority management
Preferred skills
Tech-savviness, analytical thinking, empathy, customer focus, accountability
Technologies
Operational tools, monitoring systems
Responsibilities
Lead, develop, and manage a team of frontline agents; serve as primary escalation point for complex issues; own team performance metrics; oversee dispatch operations; partner with leadership to improve processes; build cross-functional relationships
Seniority
Senior, hands-on IC