Head of Dispatch & Operations Excellence

The Driver Provider; Phoenix (AZ); On-site; USD 170,000 - 210,000; Full time

Job summary

The Driver Provider seeks a Senior Director of Operations to lead day-to-day transportation operations with Dispatch as the immediate priority. This role requires building a proactive, measurable operation capable of handling growth and complex, real-time service delivery.

You will develop managers into accountable leaders, establish clear accountability, and drive operational discipline across Dispatch, Fleet, Safety, and Client Services through robust KPIs and scalable processes.

Qualifications

• Significant progressive leadership experience in transportation or logistics
• Experience leading managers and multi-layer teams
• Strong dispatch operations and workforce planning knowledge
• Experience using operational KPIs to drive accountability

Responsibilities

• Lead the day-to-day Dispatch and provide direct leadership, coaching and accountability to operational managers
• Establish clear roles, decision rights and escalation protocols so employees understand what they own and when leadership involvement is required
• Evaluate current dispatch workflows, staffing models, schedules and coverage to ensure resources align with actual business demand
• Build strong operating rhythms including daily communication, leadership meetings, performance reviews and follow-through
• Establish and manage meaningful operational KPIs related to service execution, staffing, scheduling, response times and other critical indicators
• Identify recurring operational problems, determine root causes and implement sustainable solutions
• Strengthen communication and coordination between Dispatch, Chauffeur Management, Fleet/Maintenance, Safety & Compliance, Client Services and other departments
• Ensure new accounts, events and operational requirements are integrated into day-to-day service delivery
• Develop managers into confident, accountable leaders who can independently run their areas
• Evaluate processes, technology and tools and identify opportunities to improve efficiency, visibility and control
• Create contingency plans for staffing shortages, vehicle issues, disruptions and other risks
• Maintain a strong understanding of daily operations without unnecessary micromanagement
• Escalate material risks quickly, clearly and with recommended solutions
• Partner with executive leadership on operational strategy, organizational design and capacity planning

Skills

Leadership experience

Manage multi-layer teams

Dispatch operations

KPIs development

Operational improvement

Communication

Change management

Developing leaders

Decision making under uncertainty

Transportation industry experience

Job description

The Driver Provider seeks a Senior Director of Operations to lead day-to-day transportation operations with Dispatch as the immediate priority. This role requires building a proactive, measurable operation capable of handling growth and complex, real-time service delivery.

You will develop managers into accountable leaders, establish clear accountability, and drive operational discipline across Dispatch, Fleet, Safety, and Client Services through robust KPIs and scalable processes.