Dispatch Manager

Dispatch Manager

Amber Mulitauaopele

Company: McCullough Solutions

Reports to: Chief Operating Officer

Direct reports: The entire Dispatch Team, including dispatch, warranty and parts, installation coordination, and sales coordination

Purpose of the Role

The Dispatch Manager leads the entire dispatch organization and is accountable for the people, systems, and daily disciplines that shape the customer experience after a customer reaches out to McCullough Solutions. This role keeps work organized, balanced, and reliable across every dispatch function so customers receive prompt, dependable communication and field team members have the information and support they need to succeed.

This is a senior leadership role. The Dispatch Manager sets a high standard for service, owns the operating rhythm of the team, and brings forward clear opportunities to improve capacity, processes, and customer communication as McCullough Solutions grows.

Key Responsibilities

Lead the Dispatch Organization

• Provide clear leadership for every dispatch team member through regular communication, coaching, direction, and follow-through.
• Know the pulse of the team: understand workload, morale, obstacles, coverage needs, and the risks that could affect service or field operations.
• Set clear expectations for each role and hold team members accountable to McCullough Solutions standards for urgency, accuracy, professionalism, and customer care.
• Develop team members by recognizing strong performance, providing timely coaching, and making sure training, support, and coverage plans are in place.

Own Dispatch Operations and Process Discipline

• Oversee the daily flow of dispatch work and make sure priorities, assignments, scheduling, follow-up, and handoffs are clear and completed.
• Make each dispatch role easy to understand by maintaining organized job responsibilities, documented processes, and clear ownership for recurring work.
• Identify bottlenecks, repeat issues, and process gaps; determine the root cause; and implement changes that improve the experience for customers and field team members.
• Measure whether process changes are working, reinforce adoption, and adjust the approach when results do not meet the expected standard.
• Step into operational work when it is the best way to protect a customer, support the field, or maintain continuity of service.

Advance Customer Experience Through Technology

• Partner closely with the Customer Experience Manager to improve how McCullough Solutions uses technology across the customer journey.
• Build and refine reliable customer communication workflows that provide immediate, accurate, and around-the-clock updates whenever automation can serve the customer well.
• Use human attention where it adds the most value, especially when a customer or field team member needs judgment, reassurance, problem solving, or a personal response.
• Bring forward technology and workflow opportunities that reduce delays, missed communication, manual rework, and uncertainty for customers and employees.

Manage Performance and Workforce Capacity

• Work with Head of Human Resources on dispatch-related people matters, including performance concerns, coaching plans, development needs, and team dynamics.
• Raise performance concerns early and provide the Chief Operating Officer and Head of Human Resources with clear, timely information when a team member is not meeting expectations.
• Monitor workload and staffing capacity. Recommend additional positions or changes in team structure when growth or service demand requires more support.
• Help recruit, onboard, and train dispatch team members as needed, with an emphasis on role clarity and consistent service standards.

Contribute as an Operations Leader

• Come prepared to the weekly Solutions Executive Meeting with specific improvement opportunities, operational insights, and recommendations the executive team can evaluate and act on.
• Coordinate with field leaders, office teams, and other departments so dispatch decisions support the broader McCullough Solutions operation.
• Escalate issues that require executive attention while taking ownership of the work that can be resolved within the dispatch organization.

Skills and Qualities That Matter in This Role

• Strong leadership presence with the ability to set expectations, build trust, and hold people accountable.
• Exceptional organization and time management across a fast-moving, multi-team operation.
• Sound judgment under pressure and a practical approach to solving problems before they become repeat issues.
• Clear, respectful communication with customers, field team members, team leaders, and executives.
• A customer-first mindset and the ability to balance automation with the moments that deserve a human response.
• Comfort using data, technology, and feedback from the team to improve daily operations.

How Success Will Be Measured

• Customers receive timely, accurate, and dependable communication, with the right balance of automation and personal support which leads to an increase of 5 star reviews at McCullough field companies.
• The dispatch organization operates with clear roles, documented processes, reliable coverage, and consistent follow-through.
• Field team members receive the information and support they need to serve customers effectively.
• Team performance concerns and staffing needs are identified early, addressed directly, and communicated to Human Resources and the Chief Operating Officer.
• Process and technology improvements are adopted, measured, and used to reduce avoidable friction for customers and employees.