Roadside Dispatch & Customer Experience Leader

Momentum Project Management; Cedar Rapids (IA); On-site; USD 65,000 - 90,000; Full time

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

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.