Senior Manager of Support & Dispatch Operations

Job Title: Senior Manager of Support & Dispatch Operations
Reports To: Director of Operations, COO
Location: Remote (PST Working Hours)
Pay Range: $90K–$115K base salary + meaningful equity and performance bonus potential

Join Onward as Our Senior Manager of Support & Dispatch Operations – Shape the Future of Healthcare Transportation!

Are you ready to make an impact in a fast-growing company that’s changing the landscape of accessible transportation? Onward is on a mission to nurture wellbeing, one visit, one outing, and one ride at a time. We are seeking a Senior Manager of Support & Dispatch Operations to lead, scale, and innovate the team that keeps our wheels turning. You’ll oversee a hybrid human + AI operation, ensuring patients get where they need to be—on time, every time.

This role requires a strong background in leading support operations, designing best-in-class customer service, and strong team management. You’ll be driving Onward’s fulfillment, enhancing customer satisfaction, and designing the function for scale. Using operational data, you will own the function’s performance by driving informed decisions to grow the business. If you're passionate about removing transportation barriers and leading high-performing teams, we want to hear from you.

Key Responsibilities:
Team Leadership and Management: Lead, coach and scale a high-performing team of support members and dispatchers. Foster a culture of empathy, ownership, and continuous improvement. Monitor team and individual performance, forecast needs, and drive continuous improvements.
Trust & Safety: Design and enforce trust & safety protocols to protect patients, drivers, and brand reputation. Manage and support team escalations.
Policy & Process Optimization: Develop and refine SOPs to improve speed, quality, and scalability. Design and scale workflows to meet growing ride volume and complexity.
AI & Automation Integration: Identify opportunities to incorporate AI into dispatch and support workflows. Lead the scaling of AI-enhanced processes and ensure seamless integration with human teams.
Cross-Functional Collaboration: Partner with Customer Success, Product, Sales, and other teams to ensure alignment on processes, training, and product updates. Work cross-functionally to address bottlenecks and implement automation where appropriate.
Build for Scale: Anticipate future needs and architect the structure of Support and Dispatch Operations organization for scale. Reassess tools, workflows, metrics to prepare for future growth.

Skills/Requirements:
Education: Bachelor’s degree or an equivalent combination of education and relevant experience.
Experience: Minimum of 4-6 years in Support or Dispatch Operations Management, demonstrating a proven track record in operational leadership and scaling teams in a growing, changing startup environment. Experience in healthcare / transportation dispatch is a plus. Trust & safety experience is also a plus.
Leadership Skills: Demonstrated expertise in leading, motivating, and managing diverse and dynamic teams in a high growth environment to achieve high productivity and efficiency.
Startup Mindset: Comfortable building processes from scratch, wearing multiple hats, and iterating quickly in a high-growth, resource-constrained environment.
Technical Expertise: Familiarity with customer relationship management (CRM) tools, such as Zendesk. Knowledge of dispatch software is a plus. Experience with implementation of AI tools is a plus.
Data Driven: Tracking of daily, weekly, monthly metrics is natural for you. Proficiency with organizing and analyzing raw, operational data to inform all strategic decisions, enhance service delivery, and effectively grow the team.
Communication Proficiency: Highly effective presenter, exceptional verbal and written communication skills, cross-functional communication experience.

Why Onward?
At Onward, we don’t just think about transportation – we think about the people behind the wheel. We are a mission-driven company that’s committed to improving the quality of life for patients while building a collaborative, high-performance culture for our employees. This is your chance to take ownership, drive impactful change, and be a key player in our dynamic growth story.
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