Founded in 2013 and based in Lafayette, Louisiana, Waitr is a leader in on-demand food ordering and delivery. Waitr, along with Bite Squad and Delivery Dudes, connect local restaurants to hungry diners in underserved U.S. markets across three local’s favorite brands. Together they are a convenient way to discover, order and receive great food from local restaurants, national chains and grocery stores. As ofMarch 31, 2021,Waitr, Bite Squad and Delivery Dudes operate in small and medium sized markets inthe United Statesin over 800 cities.
Job SummaryWe’re redefining the dining experience by building a world-class mobile ordering and delivery platform. Waitr’s marketplace is helping small businesses grow and acquire new customers while also bringing concierge level convenience to thousands of consumers. Our Dispatch agents are responsible for providing a world class dispatch experience.
Waitr’s Dispatch team is on the front line of providing top-shelf quality support for our awesome customers; and, at Waitr we have three customers: Diners, Restaurants, and Drivers. This team owns the Dispatch experience.
This role will report to a Senior Manager of Dispatch at Waitr and the individual will be directly responsible for training new hires to be top performing Dispatch agents on the Waitr and Bite Squad platforms, working with the Senior Manager of Dispatch to improve gameplans for the dispatch teams, coaching, assisting Dispatch Team Leads in coaching opportunities for our Dispatch Agents, setting up our Dispatch agents to be as efficient and effective as possible in all things dispatch and communications with city teams through the refinement of training materials, on-boarding new hire cohorts, building an efficient and exemplary schedule, and calibration of existing expectations, along with other miscellaneous tasks that come with being an Associate Manager of Dispatch.
The Associate Manager of Dispatch will set the tone for the Dispatch team’s success. Previous experience with large, hourly workforces is a positive for this role. Strong teaching abilities, team management, and a history of execution will be critical to succeeding. The success of this person will be measured by the performance of the department in all tangible measurements from payroll, scheduling, dispatching of orders, improvements to the training process, and proper execution of a more efficient and refined schedule for the team.Essential Functions- Employee Development amp; Leadership - Continuous employee development and exceptional leadership enhances employee engagement, knowledge, skills, and morale, ultimately leading to excellent driver and dispatch experience. The Associate Manager of Dispatch’s training duties include leading and developing Dispatch Agents in a classroom training by setting clear performance expectations and delivering training on job duties. The Associate Manager of Dispatch is also often the first coworker a new hire interfaces with and is responsible to promote Waitr culture throughout those first impressions.
- Quality Management - Structures for performance management are enforced. The Associate Manager of Dispatch is involved with periodical calibration meetings to ensure that all scheduling is consistent with need and expected efficiency and process changes are represented in training materials and that Dispatch Agent evaluations are consistent with current training practices.
- Dispatch Care - The Associate Manager of Dispatch coaches new Dispatch agents to produce high quality dispatching for all orders and maintains existing processes to ensure that all orders are being assigned as efficiently and effectively as possible while continuously striving to build up morale within the department.
- Process Improvement - The Associate Manager of Dispatch is responsible for creating new and improving upon existing policies and training materials through soliciting feedback from trainees and other stakeholders. These training materials are incorporated into training sessions. The Associate Manager of Dispatch is also responsible for continued improvement in efficiency of scheduling and labor management across the Dispatch department.
Education and Experience- Bachelor's degree in Business Administration, Communications, Marketing or related field, OR any equivalent combination of experience and training that provides the required knowledge, skills and abilities
- 2 or more years of experience in a leadership role or related work experience including providing work direction, leadership and training in a work environment.
- Work well with a diverse team population and enjoy working on a team
- Ability to translate your skills to other employees through training and me