Dispatch & Warehouse Operations Manager

Reports To: General Manager
FLSA Status: Exempt
Salary Range: $45,000 – $55,000 (based on experience)

Position Summary

The Dispatch & Warehouse Operations Manager is responsible for leading the day-to-day execution of move operations by overseeing dispatch, crew scheduling, warehouse readiness, fleet readiness, customer confirmations, move execution, and operational quality control across the Maryland Corridor franchise.

This position ensures every move is properly staffed, dispatched, confirmed, equipped, and executed while delivering an exceptional customer experience. The Dispatch & Warehouse Operations Manager partners closely with the General Manager, Finance, Administration & Facilities Manager, Junk Operations Manager, and Sales & Customer Experience Operations Manager to maximize operational efficiency, profitability, safety, and customer satisfaction.

This role serves as the operational command center for the business, ensuring the right crews, trucks, equipment, and information are in place for every move while maintaining accountability throughout the day.

Primary Responsibilities (Dispatch Operations)

Daily Dispatch Operations

Lead daily dispatch operations for all moving services
Conduct daily morning dispatch meetings and operational huddles
Assign crews based on skill level, certifications, performance, and customer needs
Assign trucks based on job requirements and equipment availability
Manage daily truck capacity and scheduling efficiency
Monitor schedule changes and respond to operational issues in real time
Balance workloads to maximize productivity and profitability
Coordinate last-minute schedule adjustments and emergency staffing needs

Crew Scheduling & Workforce Management

Develop and maintain daily and weekly crew schedules
Approve and coordinate employee time-off requests
Monitor staffing levels based on projected workload
Manage overtime and labor utilization
Coordinate call-offs and replacement staffing
Ensure proper crew certifications for specialty moves
Maintain balanced crew assignments and employee development opportunities

Primary Responsibilities (Customer Confirmation & Job Readiness)

Customer Confirmation Program

Oversee customer confirmation process for all scheduled moves
Ensure confirmation calls are completed accurately and on time
Verify inventories prior to move day
Communicate arrival windows and scheduling expectations
Set customer expectations regarding services, supplies, access, parking, elevators, and payment
Resolve scheduling conflicts before move day
Escalate concerns that could impact move execution

Job Readiness

Ensure every job is fully prepared before dispatch, including:

Complete inventory verification
Accurate move estimates
Crew instructions
Specialty handling notes
Parking and access requirements
Required packing materials
Valuation coverage selections
Special service requests
Proper documentation completion

Primary Responsibilities (Warehouse & Fleet Readiness)

Warehouse Operations

Maintain warehouse organization and operational readiness
Ensure moving supplies are organized and fully stocked
Maintain cleanliness and safety standards
Coordinate daily warehouse opening and closing procedures
Monitor equipment storage and accessibility
Conduct routine warehouse inspections

Truck & Equipment Readiness

Ensure every truck is fully prepared for daily operations, including:

Equipment inspections
Pad inventory
Dollies and hand trucks
Straps and moving equipment
Home protection materials
Furniture protection supplies
Packing materials
Safety equipment
Fuel readiness
Vehicle cleanliness
Coordinate equipment replacement, repairs, and inventory replenishment.

Primary Responsibilities (Move Execution & Quality Assurance)

Operational Excellence

Monitor move execution throughout the day to ensure:

On-time arrivals
Efficient move execution
Crew professionalism
Safe work practices
Proper handling techniques
Productivity expectations
Customer communication
Conduct field visits and operational spot checks as needed.

Claims Prevention

Reduce customer damage claims through proactive operational oversight by ensuring compliance with:

Home protection standards
Furniture protection procedures
Proper padding and wrapping techniques
Packing standards
Loading best practices
Equipment usage standards
Lift and carry techniques
Review damage trends and coach crews to improve performance.

Documentation & Compliance

Ensure complete compliance with company documentation requirements, including:

Release of Liability forms
Move Services Agreements
Move Estimate Revisions
Bills of Lading
Valuation documentation
Payment authorization forms
Job paperwork completion
Digital documentation accuracy

Primary Responsibilities (Customer Experience)

Customer Satisfaction

Drive an exceptional customer experience by overseeing:

PMFU (Post-Move Follow-Up) Program
Customer survey completion
Google Review generation
Customer issue resolution
Complaint management
Service recovery efforts
Escalation management
Partner with leadership to resolve customer concerns quickly and professionally.

Primary Responsibilities (Sales Order Administration & Job Closeout)

Job Completion

Ensure timely completion of operational closeout activities including:

Sales order reviews
Job audits
Payment collection verification
Daily Sales Order (DSO) completion
Contact log updates
Documentation review
Operational compliance audits
Ensure all completed jobs are accurate and ready for billing.

Primary Responsibilities (Crew Accountability & Communication)

Crew Check-In Program

Manage daily crew accountability through structured communication including:

Morning dispatch
Crew departure verification
10:00 AM operational check-in calls
1:00 PM progress check-in calls
End-of-day status verification
Real-time issue escalation
Productivity monitoring
Maintain communication between office staff, customers, and field crews throughout the day.

Performance Management & Reporting

Key Performance Indicators

On-Time Arrival Percentage
Dispatch Accuracy
Schedule Efficiency
Truck Utilization
Labor Utilization
Overtime Percentage
Capacity Utilization
Customer Confirmation Completion Rate
Inventory Verification Accuracy
Claims Frequency
Damage Rate
Customer Satisfaction Scores
PMFU Completion Rate
Survey Completion Rate
Google Reviews Generated
Job Audit Accuracy
Payment Collection Rate
Daily Sales Order Completion
Warehouse Audit Scores
Fleet Readiness Scores

Reporting Responsibilities

Provide regular reporting to the General Manager regarding:

Daily dispatch performance
Staffing levels and scheduling
Capacity utilization
Overtime trends
Claims activity
Customer satisfaction metrics
Google Review performance
Operational efficiencies
Job completion metrics
Warehouse readiness
Fleet readiness
Equipment shortages
Operational challenges and recommendations

Leadership Expectations

Demonstrate strong operational leadership and decision-making
Maintain exceptional organizational skills and attention to detail
Lead with urgency while maintaining a calm and professional demeanor
Build accountability across field operations
Coach and develop movers, drivers, crew leaders, and dispatch personnel
Solve operational challenges proactively
Collaborate effectively with all departments
Maintain professionalism during high-volume operations
Drive continuous improvement initiatives
Support company growth through scalable operational processes

Supervisory Responsibilities

Direct oversight of dispatch operations
Direct oversight of warehouse operations
Supervision of movers, drivers, crew leaders, and dispatch personnel (as assigned)
Coordination with fleet vendors and equipment providers
Oversight of operational readiness, scheduling, and field execution

Education & Experience (Preferred)

Associate's or Bachelor's degree in Business Administration, Operations Management, Logistics, Supply Chain Management, or a related field preferred
3+ years of experience in dispatch, operations management, transportation, logistics, warehouse management, moving services, or field operations
Experience managing employee schedules, dispatch software, and labor planning
Experience leading operational teams in a fast-paced service environment
Strong customer service and conflict resolution experience
Experience using scheduling, dispatch, CRM, or transportation management software preferred
Previous experience with a professional moving company or junk removal company is a significant advantage and highly preferred. Candidates with industry experience will receive strong consideration due to their familiarity with moving operations, customer expectations, fleet management, and field execution.

Success Profile (What Great Looks Like)

Every move is properly staffed, confirmed, equipped, and dispatched
Crews consistently arrive on time and fully prepared
Warehouse and trucks are clean, organized, and operationally ready every day
Damage claims remain low through proactive operational oversight
Customers receive clear communication and outstanding service
Documentation is complete, accurate, and compliant
Sales orders are closed accurately and promptly
Customer complaints are resolved quickly and professionally
Operational schedules maximize labor efficiency and truck utilization
Employees are held accountable while receiving coaching and development
Leadership has accurate operational data to support informed decision-making
The operation consistently delivers an exceptional customer experience while maintaining profitability and operational excellence.

This job posting is for a position at the individually owned and operated TWO MEN AND A TRUCK® franchise located in Columbia, MD.

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Dispatch & Warehouse Operations Manager

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