Dispatch Lead
Budget / Salary$65,000–85,000
TypeFull-time job
LocationUnited States
Posted48 minutes ago
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.
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; dispatch experience in a home services, maintenance, or trades related field preferred
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
Originally posted on Himalayas
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.
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; dispatch experience in a home services, maintenance, or trades related field preferred
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
Originally posted on Himalayas
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