Dispatch Lead — Frontline Ops Leader (Park City)

VIA; Park City (KS); On-site; USD 55,000 - 68,000; Full time

Benefits offered by this job

Medical plans

401K matching

Job summary

Via in Park City, KS is seeking a Dispatch Lead to guide a large frontline operations team responsible for customer support and real-time dispatching. You will own team performance, ensuring empathy and efficiency across interactions while upholding excellence in operations.

This in-person role requires strong people management, sound judgment, and the ability to thrive in a fast-paced environment with shifting priorities. Weekend coverage may be needed based on needs.

Qualifications

• 3+ years of people management experience leading frontline operations or similar fast-paced teams.
• Customer-focused and empathetic with a commitment to service excellence.
• Strong decision-making under pressure with excellent communication.

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 issues, making thoughtful real-time decisions.
• Own team performance metrics across customer experience, outcomes, quality, productivity, and service levels.
• Ensure empathetic, high-quality support while maintaining efficiency across contact channels.
• Oversee dispatch operations to fulfill service commitments through proactive problem solving.
• Monitor service performance using tools to drive informed decisions and improvements.
• Partner with General Managers and Operations to identify root causes and implement improvements.
• Balance quick problem-solving with long-term operational thinking and share insights.
• Build cross-functional relationships with Operations, Product, Support, and other stakeholders.
• Become the subject matter expert on local operations and processes.

Skills

People management

Coaching

Customer service

Analytical thinking

Communication

Job description

Via in Park City, KS is seeking a Dispatch Lead to guide a large frontline operations team responsible for customer support and real-time dispatching. You will own team performance, ensuring empathy and efficiency across interactions while upholding excellence in operations.

This in-person role requires strong people management, sound judgment, and the ability to thrive in a fast-paced environment with shifting priorities. Weekend coverage may be needed based on needs.