Dispatch Operations Administrator & KPI Lead

Direct Impact Logistics; Hudson (NH); On-site; USD 42,000 - 66,000; Full time

Job summary

Direct Impact Logistics is seeking an Office Manager to oversee daily administrative activities and support dispatch operations. The role focuses on accurate reporting, timely communication, and hands-on support to the afternoon shift.

You will monitor KPIs, maintain up-to-date correspondence, and ensure open items are resolved with clear handoffs, while exercising sound judgment within guidelines and keeping leadership informed.

Qualifications

• Experience in office administration, dispatch, logistics, or related operational environment.
• Strong organizational, time-management, and follow-through skills.
• Ability to review operational data, prepare accurate reports, and interpret KPI results.
• Proficiency with Microsoft Office or Google Workspace, particularly spreadsheets and email.
• Clear, professional written and verbal communication.
• Ability to prioritize competing demands, work independently, and exercise sound judgment.
• Availability to support afternoon operations and complete required daily follow-up.

Responsibilities

• Review daily dispatch activity, route progress, and delivery updates to identify delays, service concerns, and operational gaps.
• Verify that dispatch records are accurate, complete, and updated throughout the day.
• Follow up with dispatchers, drivers, carriers, and internal teams to address outstanding issues.
• Identify recurring challenges and recommend practical process improvements.
• Prepare and complete daily, weekly, and monthly operational reports within established deadlines.
• Track and review KPIs, including on-time performance, route completion, delivery exceptions, and communication response times.
• Verify report accuracy and highlight performance gaps, trends, and items requiring corrective action.
• Communicate findings to leadership and track assigned follow-up actions through completion.
• Keep emails, messages, operational logs, and other correspondence current and organized.
• Ensure operational updates, schedule changes, and service concerns are communicated promptly to the appropriate parties.
• Respond to inquiries professionally and follow up on pending requests within established response expectations.
• Maintain clear documentation of decisions, commitments, and unresolved issues to support accountability and effective handoffs.
• Provide administrative and operational support during the afternoon shift.
• Monitor active routes, outstanding deliveries, staffing needs, and unresolved service issues.
• Coordinate with dispatch and leadership to adjust priorities as operational conditions change.
• Ensure open items are resolved or clearly documented and communicated before the end-of-day handoff.
• Make timely operational decisions within company policies and delegated authority.
• Assess issues, determine appropriate next steps, and coordinate resources to minimize service disruptions.
• Escalate safety concerns, significant customer issues, and decisions outside the role’s authority to the appropriate leader.
• Document actions taken and communicate outcomes to affected teams.
• End-of-day handoffs clearly identify outstanding items, responsible parties, and next steps.

Skills

Organizational skills

Time management

Follow-through

Prioritization

Communication

Judgment

Tools

Microsoft Office

Google Workspace

Job description

Direct Impact Logistics is seeking an Office Manager to oversee daily administrative activities and support dispatch operations. The role focuses on accurate reporting, timely communication, and hands-on support to the afternoon shift.

You will monitor KPIs, maintain up-to-date correspondence, and ensure open items are resolved with clear handoffs, while exercising sound judgment within guidelines and keeping leadership informed.