Lead Dispatch Manager, Property Services & Operations

CHARLESGATE; Boston (MA); On-site; USD 80,000 - 90,000; Full time

Benefits offered by this job

Health Insurance

Paid time off

Company holidays

401K

Support team

Job summary

CHARLESGATE is seeking a dynamic Dispatch Manager in Boston to lead a new central dispatch desk for maintenance, cleaning, landscaping, and vendor coordination. In this player-coach role you’ll guide a small team, set priorities, and ensure every work order has ownership, time, and clear closure for fast resident service.

You will manage on-site and field dispatch operations, build procedures, and uphold billing accuracy.

Qualifications

• 3+ years managing a maintenance or field service dispatch operation
• Residential property management strongly preferred
• Hands-on maintenance knowledge to triage requests and judge urgency
• Experience with work order platforms such as AppFolio or Property Meld
• Knowledge of local Boston-area vendor market (cleaning, landscaping, snow)
• Comfort with numbers: scorecards, hours and billing

Responsibilities

• Lead the desk: hire, train and coach dispatchers; set daily priorities; handle escalations
• Build the playbook: write and maintain priority rules, escalation paths and emergency procedures
• Own vendors: sourcing, pricing, performance and insurance compliance; three-quote standard
• Manage warranty work: track warranty coverage by property and route items
• Run emergency on-call: set on-call rotation and serve as final escalation
• Lead storm and seasonal work: manage snow events and seasonal contracts
• Protect billing accuracy: ensure work orders close with correct labor and materials
• Report on performance: track response times, completion rates and desk scorecard

Skills

Dispatch management

Maintenance knowledge

Work order platforms

Vendor management

Communication

Tools

AppFolio

Property Meld

Job description

CHARLESGATE is seeking a dynamic Dispatch Manager in Boston to lead a new central dispatch desk for maintenance, cleaning, landscaping, and vendor coordination. In this player-coach role you’ll guide a small team, set priorities, and ensure every work order has ownership, time, and clear closure for fast resident service.

You will manage on-site and field dispatch operations, build procedures, and uphold billing accuracy.