Dispatch Manager, Life Science

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