Dispatch Manager – Final Mile Delivery

SecondShop; Calgary; On-site; CAD 65,000 - 80,000; Full time

Benefits offered by this job

Career growth

Competitive compensation

Team-oriented environment

Job summary

SecondShop in Calgary is seeking an experienced Dispatch Manager to lead daily dispatch operations for our final mile delivery network, planning routes, dispatching drivers, and ensuring on-time delivery with a strong customer service focus.

You will collaborate with warehouse, customer service, and operations teams to manage multiple routes, monitor driver performance, resolve day-to-day issues, and drive continuous improvement across the delivery process.

Qualifications

• Experience in dispatch/logistics/final mile operations.
• Ability to manage multiple routes and changing daily priorities.
• Strong communication and problem-solving skills.

Responsibilities

• Plan, monitor, and optimize daily delivery routes for appliance and furniture deliveries.
• Dispatch drivers and teams, ensuring schedules and customer windows are met.
• Review capacity, volume, staffing, and equipment to support operations.
• Resolve delays, damages, and customer concerns with cross-functional teams.
• Track performance, on-time delivery, and route completion; enforce SOPs.

Skills

Dispatch management

Logistics coordination

Team leadership

Problem solving

Communication skills

Tools

Routing software

WMS

Delivery tracking

Job description

We are seeking experienced and highly organized Dispatch Managers to lead the daily dispatch operations for our final mile delivery network. This role is responsible for ensuring appliance and furniture deliveries are planned, routed, dispatched, and completed efficiently while maintaining a strong focus on customer service, driver performance, safety, and on-time delivery execution.

The ideal candidate is a strong communicator and problem solver who can manage multiple delivery routes, support drivers and delivery teams, resolve day-to-day service issues, and work closely with warehouse, customer service, and operations teams to ensure a smooth delivery experience for customers.

Key Responsibilities

• Plan, assign, and monitor daily delivery routes for appliance and furniture deliveries.
• Dispatch drivers and delivery teams while ensuring schedules are followed and customer delivery windows are met.
• Review route capacity, delivery volume, staffing levels, and equipment availability to support efficient daily operations.
• Communicate with drivers, warehouse teams, and operations leadership to resolve delivery delays, missed stops, damages, access issues, and customer concerns.
• Track driver performance, on-time delivery results, route completion, service quality, and compliance with company procedures.
• Ensure delivery teams follow proper handling, inspection, photo documentation, safety, and customer service standards.
• Support escalations related to failed deliveries, property damage, product damage, customer complaints, and scheduling conflicts.
• Maintain accurate dispatch records, route notes, delivery updates, and operational reports.
• Identify opportunities to improve route efficiency, reduce costs, improve service levels, and strengthen team accountability.
• Coach, support, and hold drivers and delivery teams accountable for performance, communication, and professional conduct.

Qualifications and Experience

• Previous dispatch, logistics, transportation, or final mile delivery experience is required.
• Experience managing appliance, furniture, home delivery, or bulky goods delivery operations is strongly preferred.
• Proven ability to manage multiple routes, drivers, delivery teams, and changing daily priorities.
• Strong communication skills with the ability to speak professionally with drivers, customers, internal teams, and leadership.
• Strong problem-solving skills and the ability to make quick decisions in a fast-paced environment.
• Experience using routing, dispatch, transportation management, WMS, or delivery tracking systems is an asset.
• Strong attention to detail with the ability to maintain accurate records and follow established SOPs.
• Ability to lead teams, manage performance expectations, and support a culture of accountability and service excellence.
• Working knowledge of delivery safety requirements, driver communication standards, and customer service expectations.
• Flexible availability to support early morning dispatch, peak periods, and operational needs as required.

What We Offer

• Competitive compensation based on experience ($65,000 - $80,000 depending on experience)
• Opportunity to lead a key function within a growing final mile delivery operation.
• Supportive team environment focused on service, accountability, and operational excellence.
• Opportunities for career growth within logistics, transportation, and operations management.