Dispatch and Support Manager – Evening Shift

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Onward

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2021

🏥 Healthcare

🚗 Transport

☁️ SaaS

Healthcare • Transport • SaaS

Onward is a healthcare-focused transportation company that provides both software and operated services to coordinate and deliver assisted rides. The company offers a transportation management SaaS platform that lets hospitals, health systems, PACE programs, senior living communities, VA healthcare, transit agencies, and health plans order, track, and manage healthcare transportation (including integration with EHRs). Onward also operates Companion Rides, a Door-Through-Door℠ assisted rideshare service with trained Companion Drivers who provide door-through-door support for patients and riders, and builds and manages networks of transportation partners to reduce clinic no-shows, speed discharges, and cut transportation coordination time.

📋 Description

• Monitor dispatch and support queues, balance workload, and ensure SLA performance and process adherence. • Manage team of 7-10 direct reports as well as offshore team members. • Serve as on-shift point of contact for member and team questions, providing timely support and resolution. • Lead daily huddles to share operational updates, product launches, and key service changes. • Learn and support new software and tools and drive team adoption. • Analyze daily metrics and provide context on performance trends and fluctuations. • Manage and resolve high-priority escalations to ensure timely and effective resolution. • Build and maintain training materials for Concierge teams and drivers for new products and workflows. • Create and update Zendesk macros, help articles, and AI reference documentation. • Collect and prioritize bugs and enhancement requests for weekly cross-functional review. • Own weekly staffing, scheduling, and coverage planning with contingency support. • Conduct 1:1s to coach, manage performance, and support employee development.

🎯 Requirements

• 3+ years of experience in customer support, dispatch, logistics, or operations. • 2+ years of experience managing or supervising frontline teams. • Strong analytical skills with the ability to interpret metrics and operational trends. • Experience with support and ticketing systems such as Zendesk. • Experience with workforce scheduling and staffing planning. • Proven ability to manage escalations and make sound decisions under pressure. • Excellent communication, coaching, and organizational skills. • Comfortable learning and implementing new software and operational tools. • Experience in healthcare transportation, mobility, or startup environments preferred. • Leading training and onboarding • Adaptable and reliable in a startup environment with evolving priorities. • Available to work PST hours.

🏖️ Benefits

• Impact-Driven Work: Help revolutionize transportation for those who need it most. • High-Growth Environment: Be part of a fast-paced, rapidly scaling company. • Leadership Opportunity: Shape and lead a critical function in the organization. • Customer-Centric Culture: Work closely with mission-driven partners making real-world impact.