Senior Manager of Support & Dispatch Operations

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 hiring a resourceful operator who is comfortable wearing multiple hats, leading from the front, and helping build the systems that don’t always exist yet. This is a role for someone who is energized by ambiguity, isn’t afraid to jump into the work when needed, and takes full ownership of outcomes.

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.
• Policy & Process Optimization: Create and refine SOPs from the ground up. Develop and refine SOPs to improve speed, quality, and scalability. Scale workflows to meet growing ride volume and complexity. 
• 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. 
• Tooling & Automation: Identify opportunities to incorporate AI and improved tools into dispatch and support workflows. Support the rollout and adoption of new tools, workflow changes, and automation.
• Build for Scale: Anticipate future needs and work with the Director of Operations to structure the 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. 
• 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.

Reports To: Director of Operations, COO

Location: Remote (PST Working Hours)

Pay Range: $90K–$115K base salary + meaningful equity and performance bonus potential