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

Location - Remote

What’s in it for you (benefits will vary if not hired for full-time permanent)

• Health insurance

• PTO (Minimum 120 hours per year)

• 13 Paid company-wide Holidays

  • Please note that you may occasionally be required to work on some of the standard paid holidays (e.g. Labor Day or MLK Day) if we have routes running, but you will be compensated by being able to take a day off of your choosing at a later time

• 401k plan

• An annual $250 stipend to support any home office needs

• Competitive salary, commensurate with experience

• Work in an inclusive, caring and values driven environment

• Make a critical difference for children, families and educators

Weekly Hours: 40 Hours/Week

General Shift Hours

Buckled In’s Assistant Manager of Operations: Dispatch and Customer Service will join a high-growth small business and play a critical role in helping us to ensure exceptional daily service for hundreds of children and dozens of school districts, as well as a fulfilling employment experience for our drivers and supporting staff. This is a fast-paced, high volume, customer-facing role.

To achieve these objectives, we are seeking a values-aligned, goal-driven, and enthusiastic Operations Assistant Manager who is comfortable in a remote small business environment. This person should be a proven leader, possess a high standard of excellence, exhibit strong analytical thinking, have exceptional written and verbal communication skills, and demonstrate a deep connection to our mission of providing access to opportunity for all students.

The Assistant Manager of Dispatch is responsible for helping lead the live execution side of operations. This role supports coordinators/dispatchers, manages escalations, helps ensure rides are actively covered and monitored, and serves as a go-to leader during on-call shifts. This person helps drive strong service recovery, clear communication, urgency, and consistency during real-time operations.

This position reports to the regional Operations Manager, and you will collaborate regularly with your regional team, other assistant managers, and the operations team as a whole. This position does not currently have direct reports.

Who you are

• Inspired by our mission and values

• Able to exhibit our company competencies at the manager level (review by clicking here)

• Calm under pressure and high-volume work

• Highly decisive

• Comfortable with ambiguity and an ever-changing environment

• Comfortable with navigating multiple online platforms

• Results-driven, with a desire to meet and exceed metrics

• Calm but urgent problem-solver; sees solutions where others see problems

• Strong attention to detail and impeccable follow-through

• A strong culture leader, fostering a healthy, positive work environment

• Highly resourceful and takes initiative; calmly but urgently finds ways over, around, and through obstacles in order to achieve quantitative goals

• Energetic, enthusiastic, connector who forms relationships and earns genuine trust quickly, even when working with a diverse, distributed team and customers

What you’ll do

• 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

Required Qualifications

• 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

Preferred qualifications

• 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 )