Job Overview
The Lead, WORM Dispatch Operations, will be responsible for supervising daily dispatch functions, vendor coordination, team performance monitoring, and governance enforcement. This individual ensures that all WORM transactions meet service levels, compliance expectations, and cost-efficiency targets. The ideal candidate will have deep hands-on experience in dispatching, vendor negotiations, and operational governance, with at least 2 years of proven experience within IRON and the WORM Dispatch team.
Key Responsibilities
Dispatch Operations & Governance
- Oversee and ensure timely assignment of workers (FSE/FTEB) across all dispatch cases.
- Monitor dispatch queues throughout the shift and ensure no dispatch is made without a valid ticket.
- Ensure that only registered and trained workers are assigned to jobs and maintain accurate assignment records on the portal.
- Initiate and track PET chats for escalations or support, as needed.
- Validate all dispatches for WTZ cost approval compliance before pushing them to vendors or WM.
Worker Assignment & Availability:
- Track and update worker (FSE/FTEB) availability monthly and ensure timely creation of JOs if no FTEB is available.
- Maintain updated worker availability status on all jobs.
- Ensure worker details are shared with customers and all case messages are promptly updated.
- Handle last-minute vendor changes, ensuring minimal disruption to dispatch flow.
Vendor Management & VFMS Transactions:
- Ensure dispatches are acknowledged by vendors within 15 minutes and assignments are completed within SLAs.
- Follow escalation matrix precisely when vendors delay confirmation or worker arrival.
- Escalate vendor delays and breaches immediately within 1 hour.
- Escalate vendor pool health concerns to GMVP/APVP with complete supporting data.
- Negotiate VFMS (WorkMarket) assignments using historical WORM rates and ensure the most cost-effective, qualified worker is assigned.
- Ensure all cost negotiation activities on VFMS are compliant with WTZ thresholds and previously approved pricing.
Escalation Handling & Support:
- Escalate FSE or FTEB worker queries to GMVP/APVP or GHRI promptly.
- Act as the first point of emergency escalation and ensure response within 30 minutes.
- Initiate global chats with PET Owner team whenever coordination/support is required.
WTZ Negative Case Management:
- Ensure every negative WTZ job has a valid reason code added and documented.
- Conduct monthly PDV analysis of WTZ negative transactions and present insights/actions.
- Lead weekly WORM and PET reviews, ensuring all gaps are flagged and addressed.
Leadership & Team Management:
- Monitor Serviceo Teams channel, Workplace Chat, and emails consistently throughout the shift.
- Allocate work within the dispatch team daily and ensure coverage.
- Attend and lead all cadences and governance meetings (daily, weekly, monthly).
- Mentor junior coordinators and ensure 100% adherence to KPIs by the team.
Required Qualifications:
- Minimum 1 year experience in the WORM dispatch team, handling field dispatches and worker assignments.
- Minimum 2 years tenure with IRON.
- Strong command over dispatch tools, portals (ServiceO, WM, ISG), and escalation workflows.
- Proven ability to handle large volumes of dispatches and maintain high accuracy.
- Strong communication skills—written and verbal.
- Analytical thinking and the ability to draw insights from data and take action.
Preferred Skills:
- Prior experience working with VFMS/VMS/APVP/GMVP stakeholders.
- Familiarity with SLA metrics, PET workflows, and cadence reporting.
- Negotiation experience with field technicians and vendors.
- Intermediate to advanced Excel/reporting skills.
Working Conditions:
- Full-time position aligned with shift operations.
- Requires proactive presence during the entire shift duration for real-time escalation and coordination.
- Some weekend or off-hour flexibility may be required based on job demands.
