Dispatch Manager

About Us Excel Restoration is a leading restoration and disaster-recovery company specializing in water mitigation, fire damage restoration, mold remediation, and full reconstruction. We’ve built a strong reputation on quality work, fast response, and taking care of people on what is often one of the worst days of their lives. Most of our work comes through warm referrals from partners who already trust us — so speed, communication, and execution matter. Position Overview As a Dispatch Manager, you are the person responsible for making sure the right people get to the right job at the right time — and that our customers never feel like they’ve been forgotten. You’ll lead our dispatch operation, supporting and holding our dispatchers accountable while coordinating crews, Project Managers, and resources across a constantly changing schedule. In restoration, priorities can change by the minute. A new emergency comes in, a crew runs behind, a customer needs an update, or a project suddenly requires additional resources. Your job is to keep all of those moving pieces organized and make smart decisions quickly. This is a leadership role, but it is not a desk-only management position. You’ll be actively involved in the day-to-day operation of Dispatch, helping your team solve problems, making scheduling decisions, communicating with Operations and Project Management, and stepping in when something needs to be escalated. The best person for this role is someone who can stay calm when everything is moving fast, communicate clearly, hold people accountable, and genuinely enjoys figuring out how to make the operation run better. What You’ll Do Lead and manage the day-to-day Dispatch operation, ensuring our team is responsive, organized, and accountable. Support and Manager Dispatch team that works around the clock (24/7). Coach, support, and hold dispatchers accountable for performance, communication, scheduling accuracy, and customer service. Oversee the daily scheduling and routing of mitigation crews, Project Managers, and other field resources. Monitor incoming service requests and make sure customers receive a fast response and appropriate assignment. Balance competing priorities throughout the day — including emergency calls, active projects, staffing needs, customer expectations, and field availability. Monitor job progress and adjust schedules and resources when projects change, emergencies arise, or crews fall behind. Work closely with Operations, Project Managers, Estimators, and field crews to keep jobs moving and prevent scheduling bottlenecks. Step in to resolve escalated customer or operational issues and make sure problems are communicated and addressed quickly. Maintain clear, consistent communication between Dispatch, customers, field teams, and leadership. Monitor dispatch performance and identify opportunities to improve response times, scheduling efficiency, communication, and overall customer experience. Help establish and maintain dispatch processes, standards, and expectations as the company continues to grow. Make sure the team has the information and resources they need to execute effectively — and don't be afraid to jump in and help when the operation gets busy. Who Thrives Here You stay calm when the schedule falls apart — and know how to put it back together. You naturally take ownership and don’t wait for someone else to solve a problem. You can lead a team without micromanaging them, but you’re also comfortable holding people accountable when expectations aren’t being met. You’re highly organized and can keep track of dozens of moving pieces without losing sight of what matters most. You communicate clearly and understand that in restoration, a lack of communication can quickly become a customer-service problem. You’re decisive. You can look at a changing situation, prioritize what needs to happen first, and make the ca…

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