Dispatch Operations & Customer Service Manager

Momentum Project Management

Cedar Rapids (IA)

On-site

USD 65,000 - 90,000

Full time

14 days+

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Benefits offered by this job

Medical, dental, vision benefits

Comprehensive benefits

Job summary

Infinity is seeking a Customer Service Manager for Roadside Assistance to lead an inbound service and dispatch team that supports consumers, providers, and fleet clients during urgent roadside events.

The role emphasizes accountability, empathy, and execution while maintaining high standards of customer experience and operational performance. Strong leadership and data-driven guidance will shape daily improvements.

Qualifications

Leads customer service, contact center, dispatch, or roadside teams in fast-paced environments.
Drives coaching, performance management, and talent development.
Communicates clearly, with empathy, and maintains composure under pressure.
Interprets performance metrics to create actionable plans.

Responsibilities

Lead, coach, and develop a team of customer service and roadside professionals to meet or exceed service, quality, productivity, and CX goals.
Create a culture of accountability, empathy, ownership, and continuous improvement.
Monitor KPIs such as service level, response time, average handle time, quality results, schedule adherence, CSAT, dispatch accuracy, and resolutions.
Conduct regular one-on-one coaching, performance reviews, and development conversations.
Ensure roadside requests are handled quickly, accurately, and compassionately with coordination to providers and customers.
Manage escalations; identify practical solutions; ensure timely follow-through and documentation.
Review data to identify trends, remove barriers, and improve processes to reduce repeats.
Partner with senior leadership and client stakeholders to support staffing, readiness, performance, and objectives.
Support recruiting, onboarding, training, and retention to sustain a high-performing team.
Recognize achievements, address concerns, and make sound development decisions.
Prepare performance updates and recommendations to leadership and clients.
Maintain compliance with policies and client requirements while supporting special projects.

Skills

Leadership

Coaching & development

Communication

Data-driven decisions

Problem solving

Customer focus

Organization & initiative

Education

High school diploma or equivalent

Bachelor's degree in Business/Communications/Operations or related field

Tools

CRM systems

Call-center software

Dispatch platforms

Job description

Description

At Infinity, we live by three powerful principles: Energy, Excellence, and Execution. Our mission is simple yet bold—we create Life-Changing Experiences for both our employees and our customers.

At Infinity, we live by three powerful principles: Energy, Excellence, and Execution. Our mission is simple yet bold—we create Life-Changing Experiences for both our employees and our customers. Recognized as a Top Workplace by the Detroit Free Press, Des Moines Register, and Corridor Business Journal, as well as one of the Coolest Places to Work, Infinity is where great people come together to do meaningful work—and have fun doing it. From casual dress and vibrant break spaces to team events and community impact initiatives, we’ve built a culture that’s collaborative, inclusive, and dedicated to growth. At Infinity, we don’t just offer jobs—we create opportunities to grow, thrive, and perform at your best.

Job Summary

At Infinity, we don’t just manage customer service teams—we develop confident leaders and high-performing professionals who make a difference when customers need help most. As the Customer Service Manager for our Roadside Assistance program, you will lead an inbound service and dispatch team responsible for supporting consumers, service providers, and fleet clients during urgent roadside events. You will create a culture of accountability, empathy, accuracy, and execution while ensuring every interaction meets operational standards and delivers a dependable customer experience. This role is responsible for team performance, coaching and development, service quality, workforce readiness, escalation management, and continuous improvement. The ideal candidate remains calm under pressure, uses data to guide decisions, develops people with purpose, and leads by example through Energy, Excellence, and Execution.

Why You’ll Love Working Here

Perform Culture: Join a team built around Energy, Excellence, and Execution.

Meaningful Leadership Impact: Guide a team that supports customers during stressful and unexpected situations.

Growth-Focused Environment: Build talent through ongoing coaching, development, and a strong promote-from-within philosophy.

Winning Team Culture: Work in a collaborative, high-performance environment with supportive leadership.

Comprehensive Benefits: Medical, dental, vision, and more for full-time employees.

Continuous Development: Access ongoing leadership training, coaching, and professional growth opportunities.

What You’ll Do

Lead, coach, and develop a team of customer service and roadside assistance professionals to meet or exceed service, quality, productivity, and customer experience goals.

Create a culture of accountability, empathy, ownership, and continuous improvement aligned with Infinity’s Perform Culture.

Monitor key performance indicators such as service level, response time, average handle time, quality results, schedule adherence, customer satisfaction, dispatch accuracy, and resolution outcomes.

Conduct regular one-on-one coaching, performance reviews, team meetings, and development conversations that strengthen employee capability and engagement.

Ensure roadside assistance requests are handled quickly, accurately, and compassionately, including effective coordination with service providers and clear communication with customers and clients.

Manage complex customer, provider, and client escalations; identify practical solutions; and ensure timely follow-through and documentation.

Review call, case, and quality data to identify trends, remove performance barriers, improve processes, and reduce repeat issues.

Partner with senior leadership, workforce teams, training, quality, human resources, and client stakeholders to support staffing, readiness, performance, and program objectives.

Support recruiting, onboarding, training, and retention efforts to build and sustain a knowledgeable, dependable, high-performing team.

Recognize achievements, address performance concerns promptly, and make sound decisions regarding employee development and performance management.

Prepare and present performance updates, operational insights, action plans, and recommendations to leadership and client stakeholders.

Maintain compliance with company policies, client requirements, quality standards, and applicable procedures while supporting special projects and operational initiatives as assigned.

Requirements

What We’re Looking For

Proven ability to lead customer service, contact center, dispatch, or roadside assistance teams in a fast-paced environment.

Strong coaching, mentoring, performance management, and talent development skills.

Excellent verbal and written communication, with the ability to demonstrate empathy, build trust, and remain composed during urgent or emotionally charged situations.

Ability to interpret performance metrics, identify trends, and turn data into clear, measurable action plans.

Strong judgment, problem-solving, and escalation-management skills with a customer-first mindset.

Ability to balance customer needs, employee support, client expectations, and operational priorities.

Comfort working across CRM, call-center, mapping, dispatch, reporting, and workforce-management platforms.

High degree of ownership, organization, initiative, and follow-through.

Flexibility to support program coverage and operational needs as required.

Commitment to Infinity’s Perform Culture and the principles of Energy, Excellence, and Execution.

Education & Experience

High school diploma or equivalent required; bachelor’s degree in Business, Communications, Operations, or a related field preferred.

Minimum of 3 years of supervisory or management experience in customer service, contact center operations, dispatch, roadside assistance, or a related service environment required.