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Dispatch and Support Manager (Evening Shift)
About Onward
At Onward, we're nurturing wellbeing - one ride, one visit, one moment of connection at a time. Our door-through-door Companion rideshare services and transportation management platform help individuals with mobility and cognitive challenges access healthcare, community resources, and daily essentials. We work with healthcare systems, PACE programs, public transportation agencies, and health plans to improve care access, reduce missed appointments, and relieve the burden of caregiving.If you thrive in fast-moving environments, love wearing multiple hats, want to help shape a category-defining business and lead a high-performing team, we want to talk.
Reports To : Sr. Manager, Dispatch and Suppor tLocation : Remot eSalary Range : $65,000-$80,00
0Evening Shift Manager 12pm to 8pm PS
**T
Objective of the Positi**
onWe're looking for a Dispatch and Support Manag er to lead a team of Dispatchers and Support Specialists and ensure seamless ride operations and exceptional customer support. In this role, you will oversee daily queue management, staffing and scheduling, escalations, training, and performance coaching while driving continuous improvement across systems, processes, and service deliver y.The ideal candidate is a hands-on people leader who thrives in a fast-paced environment, uses data to inform decisions, and is passionate about creating efficient processes and delivering outstanding customer experience**s.
Key Responsibilit**
- iesMonitor dispatch and support queues, balance workload, and ensure SLA performance and process adhere
- nceManage team of 7-10 direct reports as well as offshore team membe
- rs.Serve as on-shift point of contact for member and team questions, providing timely support and resolut
- ionLead daily huddles to share operational updates, product launches, and key service chan
- gesLearn and support new software and tools and drive team adopt
- ionAnalyze daily metrics and provide context on performance trends and fluctuati
- onsManage and resolve high-priority escalations to ensure timely and effective resolut
- ionBuild and maintain training materials for Concierge teams and drivers for new products and workfl
- owsCreate and update Zendesk macros, help articles, and AI reference documentat
- ionCollect and prioritize bugs and enhancement requests for weekly cross-functional rev
- iewOwn weekly staffing, scheduling, and coverage planning with contingency supp
- ortConduct 1:1s to coach, manage performance, and support employee developm
- ions3+ years of experience in customer support, dispatch, logistics, or operati
- ons.2+ years of experience managing or supervising frontline te
- ams.Strong analytical skills with the ability to interpret metrics and operational tre
- nds.Experience with support and ticketing systems such as Zend
- esk.Experience with workforce scheduling and staffing plann
- ing.Proven ability to manage escalations and make sound decisions under press
- ure.Excellent communication, coaching, and organizational ski
- lls.Comfortable learning and implementing new software and operational to
- ols.Experience in healthcare transportation, mobility, or startup environments prefer
- red.Leading training and onboar
- dingAdaptable and reliable in a startup environment with evolving priori
- tiesAvailable to work PST h
- nciesQuality exec
- utionProblem-solving and decision-ma
- king Process improve
- ment Data anal
- ysis Adaptability and resil
- ienceCustomer ser
- vice Onboarding and Employee Enabl
Why Join O**
- nward?Impact-Driven Work: Help revolutionize transportation for those who need it
- most.High-Growth Enviro nment: Be part of a fast-paced, rapidly scaling co
- mpany.Leadership Opport unity: Shape and lead a critical function in the organiz
- ation.Customer-Centric Cu lture: Work closely with mission-driven partners making real-world i