Support Manager

Join Onward as Our Support Manager – 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 Support Manager to lead our dynamic team of dispatchers who are the heart of how we do what we do. If you have a passion for driving change and have a strong background in customer support, dispatch operations, and team management, we want you to help us revolutionize the industry.

We are seeking a Support Manager to lead our "Concierge Team" of dispatchers. The Concierge Team is the operational command of Onward, supporting drivers, individual riders, and healthcare coordinators. This role requires a dynamic leader skilled in optimizing fulfillment, enhancing customer satisfaction, and managing safety events. If you have a background in customer support, dispatch operations, trust & safety, team management, and are passionate about removing transportation barriers to life, this opportunity could be a perfect fit for you.

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.

Key Responsibilities:

• Team Leadership: Lead and proactively develop a team of dispatchers who are the primary contacts for riders, drivers, and hospital coordinators. Drive high-quality communication and coordination, while fostering team and individual growth through mentorship and tailored development plans. Lead our team brand and create a customer-first culture.
• Performance Management & Key Team Metrics: Monitor and analyze team and individual performance to identify improvement opportunities. Continuously train and develop staff for optimal efficiency and accuracy, build models to understand and manage team capacity and direct daily operations through regular one-on-one meetings, effective schedule management, and proactive daily huddles.
• Trust, Safety, and Issue Resolution: Proactively enhance our trust and safety program by continuously developing incident management protocols and using analytics to

closely monitor driver performance, ensuring adherence to safety and quality standards. Anticipate and manage potential escalations with proactive incident coaching and support for team members and drivers, maintaining high service standards and implementing preventative measures.

• Policy and Process Optimization: Actively design and refine team processes and policies, identifying and addressing gaps to enhance operational excellence. Foster a culture of continuous improvement to ensure all practices support both team efficiency and strategic objectives.
• Cross-Functional Collaboration: Work closely with the Customer Success and Product teams to refine dispatcher and coordinator training, policies, and system functionalities. Ensure clear, updated communication of product enhancements and operational changes to the team.
• Systems & Organization Design: Utilize and continuously improve tools like Zendesk to enhance service delivery, streamline communication, and improve satisfaction levels among customers and dispatchers, and help design the Dispatch organization to meet the needs of the business.

Skills/Requirements:

• Educational Qualification: Bachelor’s degree or an equivalent combination of education and relevant experience.
• Experience: Minimum of 3-5 years in Support or Dispatch Management, demonstrating a proven track record in operational leadership. Trust & safety experience and startup experience in growing, changing organization
• Leadership Skills: Demonstrated expertise in leading, motivating, and managing a diverse team to achieve high productivity and efficiency.
• Technical Expertise: Familiarity with dispatch software, customer relationship management (CRM) tools, and information systems relevant to the industry, such as Zendesk.
• Data Driven: Proficiency in analyzing operational data to inform strategic decisions, enhance service delivery, and effectively forecast hiring or training needs.
• Project Management: Strong project management skills with the ability to prioritize and re-prioritize due to changing circumstances in a growing startup environment.
• Communication Proficiency: Exceptional verbal and written communication skills, essential for clear information dissemination and managing interactions and escalations with team members, other departments, and external stakeholders.