Dispatch Manager, Life Science
Akron, OH
Dispatch – HC Dispatch - Healthcare /
Full Time - Salary /
On-site
USPack is a leading logistics provider custom built for the evolving needs of businesses in today’s same-day delivery world. At USPack our focus every day is to help brands and businesses win in the delivery economy. That’s why we keep our finger on the pulse of the latest trends and developments that impact our business and our customers’ businesses. That’s how we stay ahead. That’s how we help our customers win.
Find out more at: www.gouspack.com
At USPack, we know our people set us apart. And that’s why we do everything we can to invest in them and help them grow every day.We don’t put people in jobs, we work with them to develop long-term career paths that are rewarding, challenging, and fulfilling. We’ve built an inclusive culture where everyone has a voice and a sense of belonging. We value input, we demand collaboration, and we recognize performance. We work together, we play together, and we succeed together! Get on the path to a successful career that delivers more!
USPack’s Benefits for Full Time positions include:
• 401(K)
• Health Insurance
• Disability/Life Insurance
• Paid Time Off (PTO)
• Paid Holidays
USPack’s Benefits for Part Time positions include:
• 401(K)
• Paid Sick Time
This high-visibility position is responsible for ensuring exceptional service and supporting operational needs for Healthcare and Life Science accounts. This position is responsible for building and managing an onsite operational support control tower. The Dispatch Manager, (LS Tower) will be responsible for ensuring delivery completion for customers while following healthcare industry regulations, customer request processes, and addressing any questions or concerns that arise. The role will require significant collaboration with multiple departments and customers to consistently meet customer expectations and resolve issues per quality standards
Essential Duties and Responsibilities:
- Oversee daily operations of the dispatch department, ensuring efficient and effective coordination of personnel, routes, and resources.
- Lead and manage Dispatch Supervisors and Dispatchers, ensuring alignment with corporate service objectives, staffing plans, training initiatives, and data/system integrity standards.
- Ensure full compliance with healthcare regulations, USPack standard operating procedures (SOPs), and customer-specific protocols related to documentation, chain of custody, and emergency response.
- Build and maintain strong professional relationships with customers, ensuring timely, effective responses to inquiries, service issues, and evolving needs.
- Analyze and report on key performance indicators (KPIs), leveraging insights to drive continuous improvement in service delivery and operational efficiency.
- Monitor and enforce compliance with core operational metrics, including accurate scanning, on-time performance, and complete chain of custody documentation.
- Develop and manage comprehensive staffing strategies, including weekend and after-hours coverage, while aligning labor needs with budgetary goals.
- Lead recruitment, interviewing, and selection efforts for new team members, while actively managing and developing existing staff to foster a high-performance team culture.
- Champion a positive and professional workplace environment that encourages employee engagement, development, and high morale.
- Collaborate cross-functionally with internal departments to support the seamless launch of new business initiatives or enhancements to existing operations.
- Support Independent Contractor engagement by promoting compliance with contractual obligations and ensuring a positive working relationship.
- Oversee and coordinate training programs for dispatch team members, including systems, processes, and customer-specific requirements.
- Perform additional duties and projects as assigned to support overall departmental and organizational goals.
- Manage daily operations of the control tower call center facility, including building systems, safety compliance, and emergency procedures to ensure a secure and efficient working environment.
- Coordinate with the landlord and property management on maintenance issues, lease terms, building access, and compliance with facility-related agreements.
- Oversee procurement and inventory of office and facility supplies, ensuring timely ordering, cost-efficiency, and stock availability to support uninterrupted operations.
- Perform all other duties as assigned.
Qualifications - Knowledge and Experience:
- Demonstrated success in logistics, operations, customer service, and project management.
- In-depth understanding of compliance protocols related to transporting medical goods, including temperature-sensitive and hazardous materials, chain of custody procedures, and emergency response protocols in the event of a route disruption.
Qualifications - Skills and Abilities:
- Strong customer service orientation with a proven ability to build trust and credibility across all levels of an organization.
- Excellent interpersonal skills for developing and maintaining effective business relationships.
- Highly proactive and resourceful, with the ability to prioritize, plan, and manage multiple deadline-driven tasks independently or collaboratively.
- Strong verbal and written communication skills, adaptable across various organizational levels.
- Proven ability to lead, mentor, and motivate diverse teams to achieve performance goals, enhance collaboration, and foster professional development in high-pressure environments.
- Skilled in identifying and resolving operational challenges as they arise.
Qualifications - Technical Proficiency:
- Proficient in Microsoft Office Suite, including Outlook, Excel, Word, and PowerPoint.
- Proficient in logistics and supply chain management software, including transportation management systems (TMS) to optimize operational efficiency and ensure compliance.
Qualifications - Work Environment and Physical Requirements:
- Capable of lifting up to 25 pounds occasionally.
- Willing and able to travel up to 25% of the time.
- Flexibility to work additional hours as required.
Education, Experience, Certificates and Licenses:
- BA/BS or equivalent of work experience and education.
- Minimum of 5 years of relevant transportation/logistics work experience, with 3 years in a supervisory or managerial role preferred.
- Six Sigma Green Belt Certification preferred.
- E-courier experience preferred and/or experience in TMS/Dispatch System.
Shift Days: Monday-Friday
Shift Hours: 1st shift (Available to work extra hours, weekends, and holidays preferred. 24/7/365 Operation.)
Pay Rate: starting at $65,000 salaried (Dependent upon experience level.)
Travel: 25%
At USPack, our values are at the heart of everything we do, every day. They’re living breathing reminders of who we are, what we do and how we should treat those around us. They guide our actions, our interactions, and our decisions. They are what drive us.
We are:
Driven by integrity – We're driven by honesty, transparency, and trust. We know that actions speak louder than words. We hold ourselves to higher ethical standards that help build credibility and follow through on commitments. We believe that integrity isn't just a value, it's the compass that steers us toward success.
Driven by a passion for service – We’re driven by doing more, by empowering others to succeed. We’re proactive problem solvers. We live for a challenge and we love to help. We go above and beyond. For us, service is more than a mindset, it’s a way of life. It’s our passion.
Driven by collaboration – We’re driven by common goals, common understanding and uncommon communication. We start on the same page and work side-by-side, building momentum and measurable progress at every step along a shared path to success.
Driven by accountability – We’re driven by a fierce sense of responsibility. We know the buck stops with us and we take that seriously. We hold ourselves accountable to our clients, to our environment and to each other. We don’t just say it, we show it. We make it happen and we measure it.
Driven by innovation – We’re driven by what’s now and what’s next. For us it’s about never settling for the status quo. It’s about staying one step ahead and embracing change. It’s about pushing forward through shared ideas, new approaches, and new solutions to achieve things never thought possible.
If you'd like to join the USPack Services Team, fill out our online application, or reach out to our Recruiting Team for current job opportunities at: Recruiting(AT)gouspack.com
