St. Louis, MO (Main - Ops Assistant Manager of Dispatch and Customer Service)

Buckled In is a high-growth small business focused on providing exceptional service for children and school districts. The Operations Assistant Manager will lead the dispatch team and ensure efficient daily operations, addressing issues and enhancing customer service.

Responsibilities:

• Serve as a go-to dispatch lead; provide leadership, guidance, and escalation assistance to the dispatch team
• Help oversee real-time daily service execution to ensure students are covered and issues are addressed quickly and appropriately
• Support, coach, and help develop coordinators/dispatchers in areas such as sub finding, communication, ride monitoring, prioritization, and escalation handling
• Step into complex or high-risk situations involving late rides, no-shows, unresponsive drivers, service disruptions, parent concerns, and district escalations
• Help ensure timely, professional communication with guardians, drivers, districts, and internal teams during active issues
• Monitor live service trends and recurring breakdowns, and identify opportunities to improve dispatch workflows, communication, and response times
• Partner with regional Operations Managers to support strong on-time performance, ride fulfillment, and customer experience
• Help reinforce expectations, accountability, and consistency across dispatch processes and service recovery
• Collaborate with routing, compliance, ROC, and other operations team members to resolve service issues and support daily success
• Use data, trends, and day-to-day observations to identify operational risks and recommend process improvements

Requirements:

• Read, write and speak English at a proficient level
• At least 18 years old
• Have a working computer with a camera and microphone
• Have a reliable internet connection
• 1+ years of leadership experience
• Exhibits all competencies up to Assistant Manager level on Core Competencies
• Strong knowledge of pupil transportation industry processes and regulations
• Experience in high volume calls and text response
• Experience in customer service
• 1 year of full-time remote work experience (remote experience related to COVID or hybrid do not meet this criteria)