About the role
As a Dispatch Lead, you will lead a large frontline operations team responsible for both customer support and real-time dispatching functions. You'll own the performance of your team, ensuring every customer and driver interaction is handled with empathy and efficiency while maintaining operational excellence across our service.
This is a highly visible leadership role that requires strong people management skills, sound judgment, and the ability to thrive in a fast-paced environment where priorities can change quickly. You'll coach and develop your team, manage staffing and scheduling, solve operational challenges in real time, and partner closely with local leadership to identify root causes and implement long-term improvements.
This is an in-person position based in Park City five days per week. Weekend availability may be required based on operational needs.
What You'll Do
- Lead, develop, and manage a team of frontline agents responsible for customer support and dispatch operations
- Serve as the primary escalation point for complex customer and operational issues, making thoughtful decisions in real time with limited guidance
- Own team performance metrics across customer experience, operational outcomes, quality, productivity, and service levels
- Ensure riders receive empathetic, high-quality support while maintaining efficiency and responsiveness across all contact channels
- Oversee dispatch operations to ensure all service commitments are fulfilled through proactive problem solving and resource coordination
- Use technology and operational tools to monitor service performance, identify emerging issues, and drive informed decision-making
- Partner closely with General Managers and Operations leadership to investigate recurring operational challenges, identify root causes, and recommend process improvements
- Balance immediate problem-solving with long-term operational thinking, sharing insights and recommendations that improve service reliability and team effectiveness
- Build strong cross-functional relationships with Operations, Product, Support, and other stakeholders to drive continuous improvement across the business
- Become the subject matter expert on local operations, processes, and systems, adapting quickly as services evolve and new challenges emerge
Who You Are
- 3+ years of people management experience leading frontline operations, customer support, dispatch, call-center, logistics / transportation, or similarly fast-paced teams
- Proven ability to coach, develop, and hold team members accountable while creating an engaged and positive team culture
- A strong operator who can effectively manage competing priorities, make decisions quickly, and remain calm under pressure
- Customer-focused and empathetic, with a commitment to delivering exceptional service experiences
- Comfortable owning operational outcomes and taking accountability for team performance
- Tech-savvy and comfortable learning new systems, tools, and technologies quickly
- Independent and self-directed; you excel in ambiguous environments where processes may not yet be fully defined
- Analytical and curious, with the ability to identify patterns, diagnose root causes, and translate insights into actionable improvements
- An excellent communicator who can build trust and influence stakeholders across all levels of the organization
Compensation and Benefits
- Final salary will be determined by the candidate’s experience, knowledge, and skills. Salary reflected does not include equity or variable pay, where applicable
- Salary Range: $55,000 - $68,000 / year
- We are proud to offer a generous and comprehensive benefits package, including medical plans and 401K matching.
Ready to join the ride?
Via is an equal opportunity employer.