Senior Manager, Dispatch Operations


Senior Manager, Dispatch Operations

@ Waitr

  • Master the dispatch platforms and other internal systems
  • Drive team performance with clear communication and leadership across multiple offices and locations
  • Knowledge of all aspects of the business to provide guidance to Associate Managers and entry level employees on goals and strategic objectives
  • Directing the hiring, training and coaching of agents to respond to partner drivers while fielding complaints and troubleshooting problems with services or products
  • Ensuring the department employees understand and comply with all corporate and departmental objectives, performance standards, and policies
  • Coaching associate managers around best practices or difficult issues such as behavioral, performance, etc.
  • Maintains and improves Dispatch operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analysis; managing system and process improvement and quality assurance programs; installing upgrades
  • Monitor and manage KPI's and cost factors impacting operational effectiveness
  • Collaborates with other departments to create innovative solutions to problems within the business
  • Lead peak shifts; including evenings and weekends when necessary
  • Budgeting, scheduling and labor management within the department
  • Ensuring adequate oversight of all markets while managing labor costs and market health


    • 5+ years of experience in customer service or equivalent history in increasing customer satisfaction, adoption, and retention
    • 5+ years’ management experience
    • Experience in leading large teams in multiple locations
    • Bachelor's degree
    • Work well with a diverse team population and enjoy working on a team
    • Ability to translate your skills to other employees through training and mentoring
    • Excellent verbal and written communication skills
    • Proficiency with Microsoft Office Suite and Google Docs
    • Excellent organizational and leadership skills. An ability to work well under pressure. 
    • Strong communication and leadership skills
    • Ability to screen, hire, & train candidates
    • Ability to learn and use custom software solutions
    • Available to work nights and weekends or extended days as needed.

How to Apply:

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Location: Lafayette, LA
Date Posted: August 12, 2021
Application Deadline: October 13, 2021