Dispatch Lead

Via Transportation, Inc.; Park City (UT); Hybrid; USD 55,000 - 68,000; Full time

Benefits offered by this job

Medical plans

401K matching

Job summary

Via Transportation, Inc. is seeking a Dispatch Lead based in Park City, UT to lead a large frontline operations team responsible for customer support and real-time dispatching.

This in-person role requires strong people management, empathy, and the ability to adapt in a fast-paced environment. You will coach and develop staff, manage staffing and scheduling, and partner with local leadership to identify root causes and implement long-term improvements.

Qualifications

• 3+ years leading frontline operations teams.
• Ability to coach, develop, and hold team members accountable.
• Strong leadership in fast-paced environments with shifting priorities.

Responsibilities

• 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.

Skills

People management

Dispatch operations

Customer support

Fast-paced

Decision making

Job description

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.

Via is an equal opportunity employer.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Via’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.