Director of Dispatch OperationsRole Summary

The Director of Dispatch Operations provides strategic leadership for dispatch operations within a complex, multi-location transportation environment. This role is accountable for dispatch strategy, operational performance, systems optimization, and cross-functional alignment to ensure safe, compliant, and reliable service delivery at scale.

This leader establishes consistency, accountability, and continuous improvement across a distributed operation while enabling operational readiness in dynamic, time-sensitive environments.

This role is informed by industry best practices in high-volume transportation and logistics operations.

Key ResponsibilitiesStrategic Dispatch Leadership

Lead and scale dispatch operations across multiple locations.
Establish operational standards, escalation protocols, and decision frameworks.
Design staffing and coverage models to support peak demand, overnight operations, and service disruptions.
Align dispatch capacity planning with organizational demand and operational needs.

Operational Performance & Service Reliability

Own service reliability, on-time performance, and operational service expectations.
Analyze service disruptions, delays, and systemic operational failures.
Implement corrective action plans that address root causes and prevent recurrence.
Ensure operational readiness for irregular operations, environmental disruptions, and client-driven changes.

Dispatch Technology & Systems Oversight

Provide oversight of dispatch platforms, routing tools, telematics, and real-time monitoring systems.
Partner with technology and operations teams to support automation, alerts, and exception management.
Optimize dispatch workflows to reduce manual intervention and improve efficiency.
Define system requirements to support scalability and operational resilience.

Leadership & Team Development

Lead and develop dispatch leadership and frontline management teams.
Establish performance expectations, coaching frameworks, and accountability standards.
Build leadership capability that enables independent, high-quality decision-making.
Reduce reliance on executive escalation through strong operational ownership.

Cross-Functional Collaboration

Partner with operational leadership to ensure alignment and execution.
Ensure dispatch practices align with safety, compliance, and labor standards.
Support workforce transitions, operational changes, and new service implementations.
Represent dispatch operations in strategic and planning discussions.

Metrics, Reporting & Continuous Improvement

Define and oversee dispatch performance metrics and reporting cadence.
Use data to identify risks, trends, and optimization opportunities.
Drive continuous improvement across people, process, and technology.
Provide leadership visibility into operational health and performance risks.

Basic Qualifications

7+ years of experience in dispatch, transportation, and leadership.
Direct Experience overseeing dispatch call center operations
Experience leading multi-location or distributed operations.
Strong operational judgment in time-sensitive environments.
Demonstrated ability to scale teams, systems, and processes.

Preferred Qualifications, But Not Required

Experience in transportation, logistics, or service-based operations.
Experience supporting dispatch or routing technology implementations.
Strong data literacy with the ability to translate insights into action.
Experience operating in high-growth or transformation environments.

Remote Director of Dispatch Operations