Dispatch & Permitting Manager

About the role

Same Day Water Heaters, LLC is seeking an experienced Dispatch & Permitting Manager to lead and support our Dispatch and Permitting teams. This position is responsible for overseeing daily scheduling operations, permit processing, technician utilization, team performance, customer escalations, and process improvement initiatives. The ideal candidate is a strong leader who thrives in a fast-paced environment, takes initiative, and is committed to developing high-performing teams while ensuring operational excellence, compliance, and exceptional customer service.

Responsibilities

• Lead, coach, and develop Dispatchers and Permit Specialists.
• Set departmental goals, performance expectations, and deadlines while ensuring alignment with company objectives.
• Manage daily dispatch operations, technician scheduling, and job assignments to maximize efficiency and customer satisfaction.
• Monitor technician capacity, route efficiency, and schedule optimization to improve productivity and job completion rates.
• Oversee permit submissions, tracking, inspections, and regulatory compliance across all service areas.
• Ensure permits, inspections, and job documentation are completed accurately and timely to prevent delays and failed inspections.
• Handle customer, technician, subcontractor, and operational escalations, providing effective and timely resolutions.
• Create and maintain departmental schedules, workflows, policies, procedures, and productivity standards.
• Develop staffing schedules and ensure adequate departmental coverage during business hours and peak demand periods.
• Maintain accountability for key performance indicators (KPIs), including permit turnaround times, inspection pass rates, technician utilization, schedule efficiency, customer satisfaction, and team productivity.
• Prepare and deliver weekly and monthly reports to leadership.
• Train, mentor, evaluate, and motivate team members while fostering a positive, collaborative work environment.
• Partner with Operations, Call Center, and Field teams to improve communication, efficiency, and service delivery.
• Identify process improvement opportunities and implement solutions that support company growth and operational excellence.
• Lead by example through professionalism, accountability, and a commitment to company values.

Requirements & Qualifications

• Previous supervisory or management experience required.
• 3+ years of experience in dispatching, permitting, operations, customer service, or a related field.
• Experience leading teams in a high-volume service, plumbing, HVAC, construction, or home services environment preferred.
• Strong leadership, coaching, and team development skills.
• Excellent written and verbal communication abilities.
• Ability to multitask and prioritize effectively in a fast-paced, high-volume environment.
• Works well under pressure while maintaining a positive attitude and professional demeanor.
• Strong organizational, analytical, and problem-solving skills.
• Sound judgment and decision-making abilities.
• High level of integrity, professionalism, and reliability.
• Proficiency in Microsoft Office, including strong Excel skills.
• Ability to quickly learn and adapt to new systems, processes, and operational needs.

What Makes You Successful

• You take initiative and proactively solve problems.
• You lead by example and hold yourself and your team accountable.
• You can effectively manage multiple priorities without sacrificing quality or customer experience.
• You thrive in a fast-paced environment and remain calm under pressure.
• You have strong organizational skills and consistently meet deadlines.
• You motivate, coach, and engage team members to achieve departmental goals.
• You maintain a positive, team-first mindset and contribute to a collaborative culture.
• You focus on continuous improvement and are always looking for ways to increase efficiency and effectiveness.

Benefits & Perks

• Competitive salary
• Medical, Dental, Vision, and Life Insurance
• Paid Time Off (PTO)
• Advancement opportunities
• Performance-based bonus opportunities
• Collaborative and team-oriented work environment

Join Same Day Water Heaters and help lead two critical departments that directly impact customer experience, operational efficiency, and company growth.