Dispatch Live Operator

Position Summary

The Dispatch Live Operator is responsible for executing the day-to-day dispatch functions that ensure every move is accurately scheduled, fully staffed, and successfully completed. This role works closely with the Dispatch Lead, Fulfillment Team, and On-Call Support Team to maintain calendar accuracy, support live operations, and provide real-time operational assistance across all metro markets.

Dispatch Live Operators are responsible for proactive communication, quality assurance, and operational execution while supporting marketplace fulfillment and live job management.

Core Responsibilities

Dispatch Operations

• Perform Quality Assurance (QA) on scheduled jobs prior to dispatch.
• Maintain calendar accuracy by verifying job details, job types, metro assignments, and scheduling.
• Book marketplace providers after QA approval.
• Identify and report booking discrepancies to the Dispatch Lead.

Live Operations Support

• Monitor active jobs and identify delays or operational risks.
• Assist with coordinating live job execution across all markets.
• Communicate operational updates with Area Managers and internal departments.
• Support real-time issue resolution under the direction of the Dispatch Lead.

Fulfillment Support

• Assist the Fulfillment Team with sourcing movers and drivers for same-day and next-day jobs.
• Monitor marketplace fulfillment queues and identify staffing shortages.
• Apply approved bonuses and escalate fulfillment risks to the Dispatch Lead.
• Help maintain marketplace coverage across assigned metros.

Cross-Functional Collaboration

• Serve as the operational liaison between Sales, Customer Service, Area Managers, Fulfillment, and Support Teams.
• Assist with reschedules, cancellations, billing verification, and operational reporting as assigned.
• Complete assigned niche responsibilities and contribute to continuous process improvement.
  
  

Schedule & Overtime Expectations

Dispatch Operations is a 7-day-per-week operation that supports live moving services across all markets. Due to increased business volume during peak periods, Dispatch Live Operators are expected to work mandatory overtime during the following times: as needed. 

• Mid-Month Peak: As needed 
• End-of-Month/First-of-Month Peak: As needed

During these peak periods, team members may be required to work extended shifts, additional days, or adjusted schedules based on operational needs. Advance notice will be provided whenever possible; however, flexibility and availability during peak business periods are an essential requirement of this position.

Attendance and reliability during mandatory overtime periods are critical to ensuring successful marketplace fulfillment, customer satisfaction, and overall operational performance.

Success Measures

Dispatch Live Operators are expected to maintain:

• 98%+ Calendar Accuracy
• 95%+ On-Time Job Execution
• Accurate QA Completion
• Timely Marketplace Fulfillment Support
• Prompt Communication During Live Operations
• Complete Shift Documentation and Reporting
• Compliance with all Dispatch SOPs and operational standards

Ideal Candidate

• Strong organizational and multitasking skills.
• Excellent communication and problem-solving abilities.
• Ability to perform effectively in a fast-paced operational environment.
• Experience in dispatch, logistics, transportation, or operations preferred.
• Comfortable working with scheduling software, dashboards, and Slack.
• Detail-oriented, dependable, and team-focused.
• Ability to collaborate effectively with Dispatch Leads, Fulfillment, Support, and Area Managers.

The Dispatch Live Operator plays a vital role in supporting daily operations by ensuring accurate dispatch execution, assisting with marketplace fulfillment, and maintaining clear communication between office teams and field crews to deliver an exceptional customer experience.