Dispatch and Routing Manager - Last Mile

Job Description

Job Description

Job Title: Dispatch and Routing Manager - Last Mile

Compensation: $65,000 - $75,000 based on experience

Schedule: Full-time; schedule may include evenings and weekends based on operational need

Location: Bountiful, Utah

Status: Full-Time

Benefits: Medical insurance, dental insurance, vision insurance, 401(k), health savings account (HSA), employee assistance program (EAP), paid time Off (PTO), paid holidays, employee discount

About the Position: 

The Dispatch and Routing Manager - Last Mile runs the daily engine of our delivery operation, owning dispatch, route optimization, capacity planning, team scheduling, driver and vehicle support. . You will make real-time decisions as staffing, demand, and conditions shift throughout the day, and you will build a team that can prioritize and solve problems without waiting on you.

About WholesomeCo: At WholesomeCo, you’re not just taking a job; you’re joining a team that’s constantly evolving, innovating, and raising the bar. Every new hire is an opportunity for us to level up as a company, and we look for individuals who bring curiosity, a positive attitude, transparency, strong communication, a strong work ethic, and the ability to collaborate respectfully while making their mark. We’re committed to bringing out the best in each team member, and we hope every hire will help us discover bold, creative ways to grow together. Work at WholesomeCo is meaningful, but we also know how to have fun, with team camaraderie, shared experiences, and moments to celebrate built into our culture.

WholesomeCo is at the forefront of normalizing cannabis as a natural path to health and wellness. From medical cannabis services and statewide delivery to 99% of Utah’s population, to retail, drive-thru, and online pick-up through our West Bountiful pharmacy, we combine convenience, care, and cutting-edge technology. Our in-house app, cultivation and processing facilities, and our growing line of WholesomeCo-branded products showcase our innovative, vertically integrated approach. Known for our tech-driven solutions, data focus, and commitment to continuous improvement, we put patients first, guiding them along their unique cannabis journeys and expanding access every step of the way. Join WholesomeCo, where your contributions matter, your ideas are valued, and each day offers the chance to grow, innovate, and make a real difference in people’s lives.

Job Responsibilities

• Route and Capacity Planning: Manage route capacity and delivery capacity, plan and optimize daily routes and delivery zones, and manage delivery slots and order availability so every committed delivery window is backed by real driver and vehicle resources.
• Real-Time Operations: Lead the day-of execution of delivery operations, maintaining visibility into route progress, driver coverage, capacity, delivery exceptions, and emerging risks throughout the day. Oversee the Dispatch teams execution of optimized routes, including picking and staging orders by route, assigning routes to drivers, and ensuring drivers are accurately prepared and dispatched on time. Make timely adjustments to routes, assignments, staffing, and capacity as conditions change to protect on-time performance and the patient experience. .
• Real-time Driver + Delivery Support: Oversee Dispatch as the primary support hub for active deliveries including inbound and outbound driver and patient calls. Ensure the team provides timely, effective support for any issues that arise. Monitor driver safety. Establish clear escalation paths and service expectations to keep deliveries moving and provide a positive driver and patient experience. 
• Scheduling Optimization: Translate forecasted delivery demand, zone requirements, service levels, and operational trends into appropriate Dispatch + Driver coverage. Build and optimize team schedules on a rotating basis to ensure quality coverage at all times, and ensure all rostered drivers have a route assigned in the correct delivery area so routes are completed safely and on time.
• Escalation and Incident Management: Serve as the escalation point for complex delivery issues, including accidents, breakdowns, driver or patient concerns, failed delivery attempts, significant delays, and other delivery exceptions. Communicate, document, and drive each to resolution. When necessary, ensure proper reporting to insurance + assist in the claims process. 
• Dispatch Team Leadership: Manage the performance of the dispatch team, conduct regular one-on-ones with agents and leads, address performance, attendance, and behavioral concerns promptly and appropriately, and identify training needs.
• Team Development: Develop agents and leads who can prioritize, make sound judgment calls, and solve problems independently, so that day-to-day issues do not all route through you. Implement an effective and consistent training / onboarding process for new hires. 
• Process Improvement and Quality: Build, document, audit, and continuously improve dispatch and delivery support processes. Use operational data, recurring exceptions, employee feedback, and root-cause analysis to identify opportunities. plan and implement quality assurance across them, and drive adoption of process changes with the frontline team.
• Clear and Proactive Communication: Keep delivery leadership, the dispatch team, and cross-functional partners ahead of operational updates, expectations, capacity constraints, and changes before they become problems.
• Metrics: Track and regularly surface team and delivery performance metrics including route readiness, on-time driver departure, on-time delivery performance, route performance, productivity, and driver safety. Analyze trends and recurring issues to identify root causes and translate insights into improvements to staffing, training, routing, and processes.
• Service Levels and Support Analytics: Establish and monitor SLAs and performance metrics for Dispatch support, including call volume, response and resolution times, missed/abandoned calls, reason codes, delivery exceptions, and other operational trends. Regularly analyze and surface insights to identify recurring issues, staffing needs, training opportunities, and process improvements. 
• Records and Compliance: Create transportation manifests and other required records for patient deliveries, and maintain ongoing knowledge of company products and current state medical cannabis and delivery regulations.
• Other job duties as requested.

Job Qualifications

• 3+ years of management experience
• 3+ years of logistics experience, or equivalent experience managing high-stakes, fast-moving, day-to-day operations
• Last-mile delivery experience, preferred
• Dispatch management experience, preferred, including experience creating efficient driver routes
• High-volume, real-time operations leadership, with demonstrated ability to lead teams in fast-paced environments where staffing, demand, capacity, and operational conditions change throughout the day and require timely decisions
• Demonstrated ability to develop team members who can prioritize and solve problems independently
• Strong technology skills, with a high level of comfort in Microsoft Suite and Google Suite, and the ability to learn new software, applications, and smartphone apps quickly
• Experience with data organization and routing software
• Experience with FrontApp, Dialpad, or OnFleet is , preferred
• Valid driver’s license and a clean driving record
• Must pass all required pre-employment/post-offer background checks
• Age 21 or over, per state requirement
• Superior written and verbal communication skills, including the ability to proactively surface concerns, successes, and ideas to leadership
• Strong logical thinking, analytical, and problem-solving skills; data-driven and highly organized
• Strong ability to prioritize competing demands and hold many moving pieces at once
• Strong teamwork mentality, able to build trustworthy, supportive working relationships and work well with others
• Flexibility and adaptability to thrive in a fast-paced, constantly changing environment
• Must be reliable and dependable at all times, and able to work well under pressure

Benefits

• Unlimited Paid Time Off (PTO)
• Seven (7) paid holidays per year
• Employer paid 80% of the total medical insurance premium
• Employer paid 75% of the total dental insurance premium
• Employer paid 75% of the total vision insurance premium
• HSA with match up to $150 per month
• 401(k) with 100% employer match up to 3% and 50% match for the following 2%
• Employee Assistance Program (EAP)
• Employer paid $25,000 of basic life coverage
• Optional additional life insurance
• Optional accident insurance 
• Employees who are active me