Senior Dispatch Manager

Job Description

Job Description

Job Title:  

Senior Dispatch Manager

Department:  

Operations

Reports to:

Director of Customer Success

Purpose: As a Senior Dispatch Manager, you will lead and direct all dispatch operations, ensuring the timely and accurate delivery of trailers across the country. Manage the fulfillment of specific large strategic accounts. This role provides strategic leadership for logistics coordination, fleet management, order processing, and quality control — driving team performance, exceptional customer satisfaction, and continuous operational improvement.

Roles and Responsibilities:      

·         Lead, develop, and mentor the dispatch team; set clear performance expectations and conduct regular coaching and performance reviews.

·         Serve as the primary escalation point for customer issues, ensuring extraordinary service that upholds and strengthens our brand reputation.

·         Oversee logistics coordination including inbound and outbound asset documentation, optimizing workflow efficiency across the team.

·         Maintain and enforce documentation standards for shipping, handling, and inventory logs using Monday.com.

·         Manage fleet tracking systems and ensure internal databases are current with location, status, and service details of leased trailers.

·         Develop, implement, and continuously improve dispatch procedures, policies, and best practices.

·         Build and maintain strong relationships with customers, carriers, and vendors through effective negotiation and communication.

·         Collaborate with the Director of Customer Success and cross-functional partners on operational goals and strategic initiatives.

·         Monitor team KPIs and prepare regular performance and operational activity reports.

·         Other related operational and management tasks as assigned.

Knowledge, skills and abilities:

Advanced proficiency in Microsoft Word, Excel (required), Outlook, and the Internet.

Excellent time management, organizational, and communication skills; oral, written, and telephone.

Proven ability to lead teams through high-volume, fast-paced operational environments.

Advanced Excel skills required.

Minimum 3–5 years of experience supervising, coaching, and developing dispatch or logistics staff.

Strong leadership, team-building, and conflict-resolution capabilities.

Well organized, self-directed, and able to operate independently and cross-functionally.

Demonstrated strong negotiation skills with external customers and suppliers.

Demonstrated strong work ethic and integrity.

Familiarity with fleet management software and logistics platforms.

Education: Bachelor's degree in Logistics, Business Administration, or a related field preferred; High School Diploma or equivalent required. Minimum 5 years of progressive experience in dispatching, semi-trailer maintenance, leasing, or fleet management, with at least 2 years in a supervisory or management capacity. Heavy equipment leasing or fleet management experience may be substituted. In office in Piscataway, NJ.