BASIC JOB PURPOSE:
Under the supervision of the Chief Operating Officer (COO) or designee, the Director of Dispatch Operations has overall responsibility for the ride fulfillment and operations of our Dispatch Department. The Director of Dispatch Operations is responsible for aligning the departments' goals with the goals of Transportation Operations. In addition, the Director of Dispatch Operations analyzes key performance indicators and metrics to monitor and drive performance.
SUPERVISION RECEIVED: Reports directly to the Chief Operating Officer (COO) or designee
TYPICAL WORKING CONDITIONS: Office environment. May require evening and/or weekend work. The position requires long periods of sitting, standing, kneeling, bending, and lifting at least 25 lbs.
RESPONSIBILITIES/DUTIES:
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Responsible for transportation operations to achieve business and organizational objectives. Develops and implements business plans into action items; ensuring all policies and procedures are followed; delegating tasks to meet goals and objectives; overseeing the completion of work assignments; aligning team efforts; building accountability for and measuring progress in achieving results; identifying and addressing improvement opportunities; removing obstacles that impact performance; and guiding performance and developing contingency plans accordingly.
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Ensures operational and performance standards are met for assigned department. Plans, develops, implements, and evaluates department strategies, programs, and policies in partnership with executive leadership by implementing short- and long-range department goals, programs, and procedures; supporting business initiatives and strategies; establishing and sustaining strategic relationships with key stakeholders; ensuring service level agreements are met.
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Updates monthly financial report, analyzes changes, and notes important information for executive review.
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Ensure compliance with all applicable transportation regulations and safety standards.
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Help develop dashboard reporting to keep leadership well-informed of key performance indicators.
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Maintains professional business relations with vendors, clients, suppliers, and acts as a liaison between internal and external contacts.
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Mentors' managers/supervisors in developing leadership skills and professional development of staff.
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Promote a culture that reflects organizational values including integrity, service excellence, fulfillment, and collaboration.
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Ensures proper staffing levels are met and supports hiring initiatives using analytics.
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Design a performance management process to monitor projects and deliver results that exceed expectations.
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Proactively seek to improve processes and implement best in class solutions, raising quality and productivity in a calculated way by being the Product Owner of development for the Dispatch & Fleet Management platform which includes:
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Develop and maintain the product roadmap for CTC’s Dispatch and Fleet Management.
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Work with cross-functional teams to define product requirements and prioritize features.
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Collaborate with engineering teams to ensure timely delivery of product features.
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Conduct market research and competitive analysis to identify new opportunities and stay ahead of industry trends.
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Define and track key performance indicators (KPIs) to measure product success.
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Manage product backlog and prioritize features based on business value and customer needs.
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Ensure vendor network and internal fleet are utilized effectively and are cost-efficient through usage analytics.
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Participates in all client's joint operation meetings (JOMs).
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Responsible for the implementation of transportation services for new clients and service areas.
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Meets with vendor network quarterly to discuss performance, service area, and objectives.
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Any other duties as assigned by leadership.
PERFORMANCE REQUIREMENTS
Knowledge, skills, and abilities:
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5+ years' experience in transportation dispatch with increasing responsibilities; NEMT Broker experience strongly preferred
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5+ years management experience desired
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Bachelor's degree required or significant experience
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Must pass a Criminal Background Screening.
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Must pass government exclusion list at time of hire and monthly thereafter.
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Advanced experience using PC software programs including Microsoft Office (Word, Excel, etc.) Advanced Excel skills preferred (VLOOKUP, MATCH, IFISERROR, Calculation formulas, etc.), Dispatch Scheduling Software, and Call Center Agent Application.
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Must have knowledge of general areas and be able to distinguish various locations throughout California. Must have the ability to utilize multiple tools that are available to control decisions with minimal confusion.
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Experience with customer service, taking inbound and making outbound calls in a high-volume call center.
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Excellent time management, organizational, and analytical skills.
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Able to type at least 45 wpm.
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Availability to work flexible hours during Weekdays, Weekends & Holidays.
ACCOMMODATION: Call the Car has the right to modify the duties and functions of the job description based on the needs of the organization.
FLSA: Salary position.
Monday - Friday with potential to work weekends/holidays when needed.