Dispatch Lead

Via; Park City (AL); On-site; USD 55,000 - 68,000; Full time

Benefits offered by this job

Medical plans

401K matching

Job summary

Via in Park City is seeking a Dispatch Lead to manage a large frontline operations team responsible for customer support and real-time dispatching, delivering empathetic service and operational excellence.

This in-person role requires strong people management, quick decision-making, and the ability to coordinate with local leadership; weekend availability may be required.

Qualifications

• 3+ years of people management experience leading frontline teams.
• Proven ability to coach, develop, and hold team members accountable.
• Strong operator with ability to manage priorities and stay calm.

Responsibilities

• Lead and manage a team of frontline agents for customer support and dispatch.
• Act as escalation point for complex issues and make real-time decisions.
• Own team performance metrics across CX, productivity, and service levels.
• Ensure empathetic, high-quality support across contact channels.
• Oversee dispatch to meet service commitments via proactive problem solving.
• Use technology to monitor performance and drive informed decisions.
• Collaborate with GM and Operations to address root causes and improvements.
• Balance quick fixes with long-term operational thinking and insights.
• Build cross-functional relationships across Operations, Product, Support.

Skills

People management

Frontline operations

Customer support

Dispatch operations

Analytical

Stakeholder communication

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.