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.