Onward
Dispatch and Support Manager (Day Shift)
Remote (United States)
Sponsorship not specified$65k-$80kDetected 16 days ago
Data AnalysisLogisticsProcess ImprovementCustomer SuccessCustomer SupportZendeskLeadershipCommunicationProblem SolvingMentoringAdaptabilityTransportation Management
About the role
- We work with healthcare systems, PACE programs, public transportation agencies, and health plans to improve care access, reduce missed appointments, and relieve the burden of caregiving.
- In this role, you will oversee daily queue management, staffing and scheduling, escalations, training, and performance coaching while driving continuous improvement across systems, processes, and service delivery.
- The ideal candidate is a hands-on people leader who thrives in a fast-paced environment, uses data to inform decisions, and is passionate about creating efficient processes and delivering outstanding customer experiences.
Responsibilities
- Monitor dispatch and support queues, balance workload, and ensure SLA performance and process adherence Manage team of 7-10 direct reports as well as offshore team members.
- Proven ability to manage escalations and make sound decisions under pressure.
- Leadership Opportunity: Shape and lead a critical function in the organization.
- Customer-Centric Culture: Work closely with mission-driven partners making real-world impact.
- If you thrive in fast-moving environments, love wearing multiple hats, want to help shape a category-defining business and lead a high-performing team, we want to talk.
Requirements
- 2+ years of experience managing or supervising frontline teams.
- Experience with support and ticketing systems such as Zendesk.
- Experience with workforce scheduling and staffing planning.
Compensation
- $65,000-$80,000 Day Shift Manager 5am-1pm PST Objective of the Position We're looking for a Dispatch and Support Manager to lead a team of Dispatchers and Support Specialists and ensure seamless ride operations and exceptional customer support.
- In this role, you will oversee daily queue management, staffing and scheduling, escalations, training, and performance coaching while driving continuous improvement across systems, processes, and service delivery.
- The ideal candidate is a hands-on people leader who thrives in a fast-paced environment, uses data to inform decisions, and is passionate about creating efficient processes and delivering outstanding customer experiences.
- Monitor dispatch and support queues, balance workload, and ensure SLA performance and process adherence Manage team of 7-10 direct reports as well as offshore team members.
- 2+ years of experience managing or supervising frontline teams.
- Strong analytical skills with the ability to interpret metrics and operational trends.
Benefits
- At Onward, we're nurturing wellbeing - one ride, one visit, one moment of connection at a time.
- Our door-through-door Companion rideshare services and transportation management platform help individuals with mobility and cognitive challenges access healthcare, community resources, and daily essentials.
- Comfortable learning and implementing new software and operational tools.
- Experience in healthcare transportation, mobility, or startup environments preferred.
- If you're excited about driving customer success, making a difference in healthcare and transportation, and being part of a dynamic, mission-oriented team, we'd love to hear from you!
Company info
- Be part of a fast-paced, rapidly scaling company.
- Work closely with mission-driven partners making real-world impact.
- High-Growth Environment: Be part of a fast-paced, rapidly scaling company.
This listing is sourced directly from Onward's careers page and normalized into a canonical job model.