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 We Build the Future of Healthcare Transportation

Onward is transforming how people access care - one ride, one visit, one moment of connection at a time. We’re looking for a scrappy, resourceful operator who knows how to lead real-time operations while building the systems that don’t exist yet.

This is not a plug-and-play management role. You’ll step into a rapidly growing startup where processes evolve weekly, ambiguity is normal, and speed matters. You’ll lead Support and Dispatch while helping design how the entire function scales—across people, workflows, AI, quality, and trust & safety.

If you thrive in fast-moving environments, love wearing multiple hats, want to help shape a category-defining business and lead a high-performing team, we want to talk.

Key Responsibilities:

• Team Leadership and Management: Lead, coach and scale a high-performing team of support members and dispatchers. Build a culture of accountability, empathy, and continuous improvement. Forecast volume and staffing needs in a dynamic, high-change environment.
• Trust & Safety: Design and enforce trust & safety protocols to protect patients, drivers, and brand reputation. Manage and support team escalations.
• Policy & Process Optimization: Create and refine SOPs from the ground up. 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. Operate with a “no task is too big or too small” mindset.

Skills/Requirements:

• Startup Mindset: Comfortable building processes from scratch, wearing multiple hats, and iterating quickly in a high-growth, resource-constrained environment. You understand what “scrappy” truly means.
• 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 ideally in a high-growth or 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.
• 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.