Dispatch Lead

About the Role

The Dispatch Lead is a working lead who leads from the front. This role runs the daily dispatch operation, leads and develops the dispatch team, and owns the numbers that show whether we're winning: jobs completed, response times, go-backs, and overtime. The Dispatch Lead performs all core dispatching duties in Service Titan, sets daily scheduling priorities, coaches dispatchers, and serves as the first point of escalation for dispatchers, field staff, and customers. As the team grows, the Dispatch Lead will take on full oversight of all dispatchers, reporting directly to the Sr. Director of Operations.

We're looking for someone who has done this before: led a dispatch or logistics team, made routing and scheduling measurably more efficient (including with AI and other technology tools), and brought down overtime and related costs. If you see a busy schedule as a puzzle to solve and you're energized by a challenge, we want to talk to you.

To be considered for this role, you must reside in one of the following states: Virginia, Maryland, West Virginia, Tennessee, Connecticut, Delaware, Florida, Indiana, Georgia, Kentucky, Massachusetts, Pennsylvania, North Carolina, South Carolina, Vermont, Rhode Island, Vermont, New Jersey, New Hampshire, Michigan

What You'll Do

Perform all duties of a Dispatcher, in addition to the following duties:

Team Leadership

• Lead, coach, and hold the dispatch team accountable to clear daily standards
• Set daily dispatch priorities and balance workload across the dispatch team
• Train new dispatchers on company procedures, Service Titan, and dispatch standards
• Give regular, direct feedback; address performance issues early and constructively
• Assume full oversight of all dispatchers as the team grows, including schedules, coverage, and performance support

Efficiency & Cost Control

• Build daily routes that maximize jobs per truck and minimize drive time, idle time, and overtime
• Use AI-powered routing, scheduling, and optimization tools to improve route efficiency, and evaluate new technology that can help the team do more with less
• Monitor overtime daily and adjust schedules proactively to keep labor costs on target
• Find and eliminate root causes of go backs, missed appointments, and wasted trips
• Recommend process, routing, and Service Titan improvements to the Sr. Director of Operations and assist with leading their rollout

KPI Ownership & Reporting

• Own the dispatch scorecard: jobs completed, go back rate, response times, schedule changes, and overtime hours
• Prepare daily and weekly dispatch reports with clear commentary on trends, misses, and actions taken
• Set targets with the Sr. Director of Operations and report progress against them
• Ensure all dispatchers maintain accurate logs of calls, routes, and service details in line with company policies and regulations

Scheduling & Coordination

• Oversee the daily field schedule and ensure routes are assigned based on priority, location, and availability
• Coordinate inspections with Install Companies and resolve scheduling conflicts
• Monitor vehicle locations and service progress in real time
• Review jobs from the previous day and ensure incomplete jobs and go backs are rescheduled
• Ensure dispatch coverage during business hours, after hours, and emergencies

Escalations & Problem-Solving

• Serve as the first point of escalation for dispatchers, field staff, and customers on scheduling issues
• Respond quickly to emergencies, delays, or service disruptions and re-route drivers when necessary
• Resolve escalated scheduling conflicts and customer complaints professionally

Communication & Customer Service

• Maintain constant communication with field staff and dispatchers via phone or Service Titan
• Communicate schedule changes, priorities, and process updates to the dispatch team
• Serve as the link between dispatch, field staff, customer service, and the Sr. Director of Operations
• Answer incoming calls, confirm service appointments, and model a professional and courteous demeanor for the dispatch team at all times

Who We're Looking For

Required Qualifications

• High school diploma or equivalent (Associate's degree preferred)
• 5+ years of experience in dispatching, logistics, transportation, or field service operations
• 3+ years directly leading a team (supervisor, lead, or manager) in dispatching, logistics, transportation, or a similar environment
• Proven track record of improving dispatch or routing efficiency, with measurable results (e.g., more jobs per day, faster response times, fewer go backs)
• Demonstrated success reducing overtime or similar operating costs, with specific examples and numbers
• Experience owning and reporting on operational KPIs and being accountable for hitting targets
• Strong overall technology proficiency; quick to learn and adopt new software and systems
• Hands-on experience using AI tools, particularly for AI route optimization, scheduling, or forecasting, to increase route efficiency
• Advanced proficiency with Service Titan, GPS/fleet tracking systems, and Microsoft Office (especially Excel)
• Strong organizational, multitasking, and verbal/written communication skills

Preferred Skills

• Knowledge of local geography and traffic patterns
• Ability to work under pressure and make calm, decisive calls during emergencies
• Working knowledge of DOT or industry regulations
• Familiarity with septic or other field service operations
• Experience building or improving dispatch processes in a growing company

You'll Thrive Here If You...

• Take ownership of results instead of waiting to be told what to fix
• Are energized by tough problems and bring calm, steady focus when priorities shift
• Raise the standard for your team and lead by example
• Let the numbers guide your decisions

What We Offer

• Competitive pay
• Opportunities for learning & career development
• Health, dental, and vision insurance + 401k options
• Paid time off

About Virginia Septic

Virginia Septic has served the greater Washington, D.C. region since 2010 and now covers all of mid-Atlantic Virginia from offices in Fairfax and Marshall. As a sister company of Soils Inc., we handle everything from septic inspections and installation to pumping, maintenance, repair and emergency service. We're a fully licensed team built on responsive service, technical expertise, and integrity, and we invest in training our people so they can grow with us. If you want hands-on work that keeps homes and communities running, we'd love to hear from you.