Dispatch and Support Manager (Evening Shift)

Other Jobs To Apply

No other job posts for this day.

About Onward

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. 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.

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.

Reports To : Sr. Manager, Dispatch and Suppor tLocation : Remot eSalary Range : $65,000-$80,00

0Evening Shift Manager 12pm to 8pm PS

**T

Objective of the Positi**

onWe're looking for a Dispatch and Support Manag er 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 deliver y.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 experience

**s.

Key Responsibilit**

  • iesMonitor dispatch and support queues, balance workload, and ensure SLA performance and process adhere
  • nceManage team of 7-10 direct reports as well as offshore team membe
  • rs.Serve as on-shift point of contact for member and team questions, providing timely support and resolut
  • ionLead daily huddles to share operational updates, product launches, and key service chan
  • gesLearn and support new software and tools and drive team adopt
  • ionAnalyze daily metrics and provide context on performance trends and fluctuati
  • onsManage and resolve high-priority escalations to ensure timely and effective resolut
  • ionBuild and maintain training materials for Concierge teams and drivers for new products and workfl
  • owsCreate and update Zendesk macros, help articles, and AI reference documentat
  • ionCollect and prioritize bugs and enhancement requests for weekly cross-functional rev
  • iewOwn weekly staffing, scheduling, and coverage planning with contingency supp
  • ortConduct 1:1s to coach, manage performance, and support employee developm
**ent Required Skills & Qualificat**
  • ions3+ years of experience in customer support, dispatch, logistics, or operati
  • ons.2+ years of experience managing or supervising frontline te
  • ams.Strong analytical skills with the ability to interpret metrics and operational tre
  • nds.Experience with support and ticketing systems such as Zend
  • esk.Experience with workforce scheduling and staffing plann
  • ing.Proven ability to manage escalations and make sound decisions under press
  • ure.Excellent communication, coaching, and organizational ski
  • lls.Comfortable learning and implementing new software and operational to
  • ols.Experience in healthcare transportation, mobility, or startup environments prefer
  • red.Leading training and onboar
  • dingAdaptable and reliable in a startup environment with evolving priori
  • tiesAvailable to work PST h
ours Core Compete
  • nciesQuality exec
  • utionProblem-solving and decision-ma
  • king Process improve
  • ment Data anal
  • ysis Adaptability and resil
  • ienceCustomer ser
  • vice Onboarding and Employee Enabl
**ement

Why Join O**

  • nward?Impact-Driven Work: Help revolutionize transportation for those who need it
  • most.High-Growth Enviro nment: Be part of a fast-paced, rapidly scaling co
  • mpany.Leadership Opport unity: Shape and lead a critical function in the organiz
  • ation.Customer-Centric Cu lture: Work closely with mission-driven partners making real-world i
mpact. 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 fr om you!
Back to blog

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...