Service Dispatch & Logistics Optimization Manager

What’s In It for You:

• Attractive compensation package.
• Comprehensive benefits starting day one.
• Opportunities for growth within the company.
• Be part of a Top 10 company with a high-energy employee culture.

Primary Duties and Responsibilities:

• Team leadership and development: Lead, coach, and evaluate a team of dispatch agents to support daily operations, maintain appropriate staffing coverage, and promote consistent performance.
• Scheduling and workforce coordination: Oversee daily scheduling and dispatch activity by aligning technician skills, availability, certifications, and service requirements to operational needs.
• Route and territory optimization: Monitor routing practices and territory assignments to improve travel efficiency, reduce unnecessary drive time, and support timely service delivery.
• Real-time operational support: Direct real-time schedule adjustments in response to urgent service needs, delays, call volume changes, or other operational issues.
• Performance metrics and reporting: Track, analyze, and report on key operational and team performance measures, including technician utilization, schedule adherence, travel efficiency, and response-time performance.
• Service-level accountability: Help ensure customer commitments and service-level expectations are met through proactive planning, effective communication, and team accountability.
• Business Process Optimization: Proactively identify and implement operational improvements utilizing key performance metrics, dispatch and workforce management tools to support scheduling accuracy, operational visibility, and continuous process improvement.
• Cross-functional collaboration: Collaborate with operational leadership on service demand planning and staffing alignment and partner with Customer Care and Field Operations on priority work and escalations.

Qualifications:

• Leadership experience: Experience leading and developing a dispatch, scheduling, or logistics team in a high-volume service environment.
• Operational systems knowledge: Proficiency with dispatch, workforce management, or field service systems; experience with Oracle Field Service Cloud and Oracle Workforce Management or similar platforms preferred.
• Analytical and problem-solving skills: Ability to assess service demand, staffing needs, and routing challenges and make sound operational decisions in a fast-paced environment.
• Territory and routing knowledge: Strong working knowledge of route planning, geographic territory management, and the operational factors that influence service efficiency, travel time, and schedule reliability.
• Experience: 5 or more years of experience in dispatch, field service coordination, logistics, or related operations, including prior leadership responsibility.

Education: Bachelor’s degree in business logistics, operations, supply chain, business management, or a related field preferred; equivalent relevant experience may be considered.

Who We Are
The Armstrong Group is a family owned and operated collection of diverse companies. What began in 1946 as Armstrong County Line Construction, founded by Jud L. Sedwick in Kittanning, PA, has now grown into an organization that encompasses multiple industries and employs over 2,400 individuals nationwide. Our brands include Armstrong Utilities, Guardian Protection, Armstrong Development, 4Front Solutions, Twin Pops, and Armstrong Comfort Solutions.   
 
Armstrong is an Equal Opportunity Employer.