• Associate Manager of Dispatch

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    Associate Manager of Dispatch

    Lafayette, LA Full-Time

    We're redefining the dining experience by building a world-class mobile ordering and delivery platform. Waitr's marketplace is helping small businesses grow and acquire new customers while also bringing concierge level convenience to thousands of consumers. Our Dispatch agents are responsible for providing a world class dispatch experience. 

    Waitr's Dispatch team is on the front line of providing top-shelf quality support four our awesome customers; and at Waitr we have three customers: Diners, Restaurants, and Drivers. This team owns the Dispatch experience.

    As an Associate Dispatch Manager, you will set the tone for the Dispatch team's success. Previous experience with large, hourly workforces is a positive for this role. Strong teaching abilities, team management, and a history of execution will be critical to succeeding. The success of this person will be measured by the performance of the department in all tangible measurements from payroll, scheduling, dispatching of orders, improvements to the training process, and proper execution of a more efficient and refined schedule for the team. 

    This role will report to a Senior Manager of Dispatch at Waitr and the individual will be directly responsible for:

    • Training new hires to be top performing Dispatch agents on the Waitr and Bite Squad platforms 
    • Working with the Senior Manager of Dispatch to improve game plans for the dispatch teams
    • Coaching and assisting Dispatch Team Leads in coaching opportunities for our Dispatch Agents
    • Setting up all Dispatch Agents to be as efficient and effective as possible in all things dispatch and communications with city teams through the refinement of training materials
    • On-boarding new hire cohorts
    • Building an efficient and exemplary schedule and calibration of existing expectations

    Essential functions

    • Employee Development & Leadership-Continuous employee development and exceptional leadership
      enhances employee engagement, knowledge, skills, and morale, ultimately leading to excellent driver and
      dispatch experience. The Associate Manager of Dispatch’s training duties include leading and developing
      Dispatch Agents in a classroom training by setting clear performance expectations and delivering training
      on job duties. The Associate Manager of Dispatch is also often the first coworker a new hire interfaces
      with and is responsible to promote Waitr culture throughout those first impressions.
    • Quality Management-Structures for performance management are enforced. The Associate Manager of
      Dispatch is involved with periodical calibration meetings to ensure that all scheduling is consistent with
      need and expected efficiency and process changes are represented in training materials and that Dispatch
      Agent evaluations are consistent with current training practices.
    • Dispatch Care- The Associate Manager of Dispatch coaches new Dispatch agents to produce high quality
      dispatching for all orders and maintains existing processes to ensure that all orders are being assigned as
      efficiently and effectively as possible while continuously striving to build up morale within the
      department.
    • Process Improvement-The Associate Manager of Dispatch is responsible for creating new and improving
      upon existing policies and training materials through soliciting feedback from trainees and other
      stakeholders. These training materials are incorporated into training sessions. The Associate Manager of
      Dispatch is also responsible for continued improvement in efficiency of scheduling and labor
      management across the Dispatch department.

    Required Education and Experience

    High School Diploma or Equivalent

    Preferred Education and Experience

    Bachelor’s degree
    Experience in Operations Management, Strategy Consulting, or program with similar quantitative rigor
    Prior management experience

    Core Competencies
    Nimble:
    You move fast and accurately in a dynamic environment
    Logistical:
    Proactively seeks and finds ways to provide the highest standards of efficiency.
    Innovator:
    Generates and recognizes creative solutions in varying work situations.
    Team player:
    Collaboration and strong communication skills.
    Effective Communicator:
    Demonstrates open, honest and respectful written and verbal communication.
    Results-Oriented:
    Productively focuses time and resources on activities to produce quality results.
    Forward-Thinking:
    Problem solver, do whatever it takes attitude
    Strategic Thinker:
    Views events and possibilities from multiple perspectives. Understands the bigger
    picture and the interdependencies and effects of other systems.
    Ethical:
    Maintains and promotes individual and organization integrity and values in the conduct of all
    activities.

    Supervisory Responsibility
    # of direct reports: 10
    # of indirect reports: 100

    Physical Demands
    Standard office work, including the need to stand for extended periods of time while presenting

    Position Type/Expected Hours of Work
    This is a full-time position. Evening and weekend work may be required as job duties demand

    Travel
    Limited travel (<10%) as required

    AAP/EEO Statement: 
    Waitr, Inc. is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Waitr, Inc. is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Waitr, Inc. are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristics protected by federal, state or local laws. 

    Other Duties:
    Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.