Dispatch Manager

Classification: Exempt / Non-Bargaining

Position may be located remote. #LI-Remote

Fidium is where next-generation fiber meets next-level opportunity. With a vision to be America's favorite fiber internet and network services provider, we deliver lightning-fast and reliable connections to families, businesses, and communities.

Backed by one of the nation's top 10 fiber networks, Fidium is driven by a team of 2,500 employees. We champion innovation, integrity, and continuous improvement-empowering every team member to make a meaningful impact.

We are looking for a highly organized and people-focused Dispatch Manager to lead our dispatch team supporting field operations across multiple markets. The ideal candidate will bring experience in telecommunications, strong leadership skills, and a passion for delivering high-quality customer and technician support through operational excellence. This role will oversee daily dispatch activities, develop team members, and collaborate with cross-functional partners to improve performance, technician productivity, and customer satisfaction.

• Lead and manage a team of dispatchers, and/or leads responsible for real-time technician support and workload routing
• Monitor daily performance metrics including work order completion, technician utilization, on-time arrival, and appointment success rate
• Monitor and adjust service quotas, schedules, and real-time call flow metrics
• Ensure accurate technician job recording in billing systems.
• Ensure all escalations and scheduling conflicts are resolved promptly and professionally
• Partner closely with field leadership to align manpower with quota and customer demand
• Drive dispatch strategy including resource planning, auto-routing logic, and routing efficiency
• Develop, coach, and mentor team members to meet or exceed individual and team goals
• Conduct quality assurance via call review, coaching, and feedback
• Implement and maintain processes that improve customer experience and reduce missed appointments
• Collaborate with sales, care, tech support, and third-party contractors to ensure a seamless end-to-end dispatch experience
• Maintain scheduling policies, workforce availability standards, and support launch of new markets or service areas
• Analyze and report on daily/weekly/monthly metrics and KPIs, identify performance trends, and lead action plans to improve operational results
• Recruit, train, evaluate and develop dispatch staff

• Telecom industry experience strongly preferred
• 6+ years of experience in dispatch, field operations, or a related area
• At least 3 years of supervisory or leadership experience preferred
• Strong analytical and problem-solving skills with the ability to act quickly and decisively
• Excellent communication skills across all levels of the organization
• Knowledge of technician workforce management platforms (Oracle Field Service Cloud, CSG/Workforce Express, Pega, Salesforce, etc.) is a plus
• Ability to work in a fast-paced, high-pressure environment with multiple stakeholders

Nice to Have:

• Experience supporting both in-house and contractor field technicians
• Familiarity with KPI-driven environments and SLA commitments
• Prior involvement in routing automation, drip-feed dispatching, or dynamic resource planning

We are proud to offer a comprehensive and competitive benefits package:

• 401(k) matching
• Medical, Rx, Dental and Vision insurance
• Disability insurance
• Flexible spending account
• Health savings account
• Life insurance
• Tuition reimbursement
• Paid vacation and personal days
• Paid holidays
• Employee Assistance Program
• Annual bonus program to eligible employee's based upon organization performance

Pay range (commensurate with skills and experience): $69,323 - $105,074

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, marital status, familial status, genetics, disability, age, veteran status or any other characteristic protected by law.