Dispatch & Warehouse Operations Manager
Reports To: General Manager
FLSA Status: Exempt
Salary Range: $45,000 – $55,000 (based on experience)
Position Summary
The Dispatch & Warehouse Operations Manager is responsible for leading the day-to-day execution of move operations by overseeing dispatch, crew scheduling, warehouse readiness, fleet readiness, customer confirmations, move execution, and operational quality control across the Maryland Corridor franchise.
This position ensures every move is properly staffed, dispatched, confirmed, equipped, and executed while delivering an exceptional customer experience. The Dispatch & Warehouse Operations Manager partners closely with the General Manager, Finance, Administration & Facilities Manager, Junk Operations Manager, and Sales & Customer Experience Operations Manager to maximize operational efficiency, profitability, safety, and customer satisfaction.
This role serves as the operational command center for the business, ensuring the right crews, trucks, equipment, and information are in place for every move while maintaining accountability throughout the day.
Primary Responsibilities (Dispatch Operations)
Daily Dispatch Operations
- Lead daily dispatch operations for all moving services
- Conduct daily morning dispatch meetings and operational huddles
- Assign crews based on skill level, certifications, performance, and customer needs
- Assign trucks based on job requirements and equipment availability
- Manage daily truck capacity and scheduling efficiency
- Monitor schedule changes and respond to operational issues in real time
- Balance workloads to maximize productivity and profitability
- Coordinate last-minute schedule adjustments and emergency staffing needs
Crew Scheduling & Workforce Management
- Develop and maintain daily and weekly crew schedules
- Approve and coordinate employee time-off requests
- Monitor staffing levels based on projected workload
- Manage overtime and labor utilization
- Coordinate call-offs and replacement staffing
- Ensure proper crew certifications for specialty moves
- Maintain balanced crew assignments and employee development opportunities
Primary Responsibilities (Customer Confirmation & Job Readiness)
Customer Confirmation Program
- Oversee customer confirmation process for all scheduled moves
- Ensure confirmation calls are completed accurately and on time
- Verify inventories prior to move day
- Communicate arrival windows and scheduling expectations
- Set customer expectations regarding services, supplies, access, parking, elevators, and payment
- Resolve scheduling conflicts before move day
- Escalate concerns that could impact move execution
Job Readiness
Ensure every job is fully prepared before dispatch, including:
- Complete inventory verification
- Accurate move estimates
- Crew instructions
- Specialty handling notes
- Parking and access requirements
- Required packing materials
- Valuation coverage selections
- Special service requests
- Proper documentation completion
Primary Responsibilities (Warehouse & Fleet Readiness)
Warehouse Operations
- Maintain warehouse organization and operational readiness
- Ensure moving supplies are organized and fully stocked
- Maintain cleanliness and safety standards
- Coordinate daily warehouse opening and closing procedures
- Monitor equipment storage and accessibility
- Conduct routine warehouse inspections
Truck & Equipment Readiness
Ensure every truck is fully prepared for daily operations, including:
- Equipment inspections
- Pad inventory
- Dollies and hand trucks
- Straps and moving equipment
- Home protection materials
- Furniture protection supplies
- Packing materials
- Safety equipment
- Fuel readiness
- Vehicle cleanliness
- Coordinate equipment replacement, repairs, and inventory replenishment.
Primary Responsibilities (Move Execution & Quality Assurance)
Operational Excellence
Monitor move execution throughout the day to ensure:
- On-time arrivals
- Efficient move execution
- Crew professionalism
- Safe work practices
- Proper handling techniques
- Productivity expectations
- Customer communication
- Conduct field visits and operational spot checks as needed.
Claims Prevention
Reduce customer damage claims through proactive operational oversight by ensuring compliance with:
- Home protection standards
- Furniture protection procedures
- Proper padding and wrapping techniques
- Packing standards
- Loading best practices
- Equipment usage standards
- Lift and carry techniques
- Review damage trends and coach crews to improve performance.
Documentation & Compliance
Ensure complete compliance with company documentation requirements, including:
- Release of Liability forms
- Move Services Agreements
- Move Estimate Revisions
- Bills of Lading
- Valuation documentation
- Payment authorization forms
- Job paperwork completion
- Digital documentation accuracy
Primary Responsibilities (Customer Experience)
Customer Satisfaction
Drive an exceptional customer experience by overseeing:
- PMFU (Post-Move Follow-Up) Program
- Customer survey completion
- Google Review generation
- Customer issue resolution
- Complaint management
- Service recovery efforts
- Escalation management
- Partner with leadership to resolve customer concerns quickly and professionally.
Primary Responsibilities (Sales Order Administration & Job Closeout)
Job Completion
Ensure timely completion of operational closeout activities including:
- Sales order reviews
- Job audits
- Payment collection verification
- Daily Sales Order (DSO) completion
- Contact log updates
- Documentation review
- Operational compliance audits
- Ensure all completed jobs are accurate and ready for billing.
Primary Responsibilities (Crew Accountability & Communication)
Crew Check-In Program
Manage daily crew accountability through structured communication including:
- Morning dispatch
- Crew departure verification
- 10:00 AM operational check-in calls
- 1:00 PM progress check-in calls
- End-of-day status verification
- Real-time issue escalation
- Productivity monitoring
- Maintain communication between office staff, customers, and field crews throughout the day.
Performance Management & Reporting
Key Performance Indicators
- On-Time Arrival Percentage
- Dispatch Accuracy
- Schedule Efficiency
- Truck Utilization
- Labor Utilization
- Overtime Percentage
- Capacity Utilization
- Customer Confirmation Completion Rate
- Inventory Verification Accuracy
- Claims Frequency
- Damage Rate
- Customer Satisfaction Scores
- PMFU Completion Rate
- Survey Completion Rate
- Google Reviews Generated
- Job Audit Accuracy
- Payment Collection Rate
- Daily Sales Order Completion
- Warehouse Audit Scores
- Fleet Readiness Scores
Reporting Responsibilities
Provide regular reporting to the General Manager regarding:
- Daily dispatch performance
- Staffing levels and scheduling
- Capacity utilization
- Overtime trends
- Claims activity
- Customer satisfaction metrics
- Google Review performance
- Operational efficiencies
- Job completion metrics
- Warehouse readiness
- Fleet readiness
- Equipment shortages
- Operational challenges and recommendations
Leadership Expectations
- Demonstrate strong operational leadership and decision-making
- Maintain exceptional organizational skills and attention to detail
- Lead with urgency while maintaining a calm and professional demeanor
- Build accountability across field operations
- Coach and develop movers, drivers, crew leaders, and dispatch personnel
- Solve operational challenges proactively
- Collaborate effectively with all departments
- Maintain professionalism during high-volume operations
- Drive continuous improvement initiatives
- Support company growth through scalable operational processes
Supervisory Responsibilities
- Direct oversight of dispatch operations
- Direct oversight of warehouse operations
- Supervision of movers, drivers, crew leaders, and dispatch personnel (as assigned)
- Coordination with fleet vendors and equipment providers
- Oversight of operational readiness, scheduling, and field execution
Education & Experience (Preferred)
- Associate's or Bachelor's degree in Business Administration, Operations Management, Logistics, Supply Chain Management, or a related field preferred
- 3+ years of experience in dispatch, operations management, transportation, logistics, warehouse management, moving services, or field operations
- Experience managing employee schedules, dispatch software, and labor planning
- Experience leading operational teams in a fast-paced service environment
- Strong customer service and conflict resolution experience
- Experience using scheduling, dispatch, CRM, or transportation management software preferred
- Previous experience with a professional moving company or junk removal company is a significant advantage and highly preferred. Candidates with industry experience will receive strong consideration due to their familiarity with moving operations, customer expectations, fleet management, and field execution.
Success Profile (What Great Looks Like)
- Every move is properly staffed, confirmed, equipped, and dispatched
- Crews consistently arrive on time and fully prepared
- Warehouse and trucks are clean, organized, and operationally ready every day
- Damage claims remain low through proactive operational oversight
- Customers receive clear communication and outstanding service
- Documentation is complete, accurate, and compliant
- Sales orders are closed accurately and promptly
- Customer complaints are resolved quickly and professionally
- Operational schedules maximize labor efficiency and truck utilization
- Employees are held accountable while receiving coaching and development
- Leadership has accurate operational data to support informed decision-making
- The operation consistently delivers an exceptional customer experience while maintaining profitability and operational excellence.
