NEMT Dispatch & Operations Manager

Job Summary

We are seeking a highly organized, decisive, and proactive Dispatch & Operations Manager to oversee our Non-Emergency Medical Transportation (NEMT) operations in the Dallas-Fort Worth area. In this role, you will be the operational backbone of a 20(+)-vehicle fleet across 3 key operational partners and multiple clients including the Veteran's Administration. You will integrate scheduling, real-time dispatch, and fleet management into a seamless daily operation.

This is a hands-on leadership role. You will manage a hybrid, global team consisting of local drivers, an account and fleet maintenance manager, and a dedicated team of overseas remote dispatchers. The ideal candidate thrives in a fast-paced environment, excels at stakeholder communication, and can optimize routes for maximum efficiency and compliance.

The role will be hybrid with required working in-office, home, and field.

Key Responsibilities

• Talent Acquisition & Training: Own the end-to-end recruitment process for new staff, including sourcing, vetting, and interviewing local drivers and remote dispatchers. Design and execute comprehensive onboarding programs focused on NEMT safety, customer service, and software compliance.
  
• Team Leadership & Management: Directly manage and train a team of 25+ local drivers and an overseas team of remote dispatchers. Oversee a junior fleet coordinator responsible for daily vehicle maintenance, inspections, and vendor relations.
  
• Dispatch & Scheduling Optimization: Supervise daily scheduling, routing, and live dispatch tracking using NEMT software. Ensure maximum vehicle utilization, multi-load efficiency, and minimal deadhead miles.
  
• Data & Report Management: Develop, monitor, and analyze key operational reports (e.g., on-time performance, driver utilization, fuel efficiency, and deadhead mileage). Use these insights to present regular performance reviews to the 3 partners and drive continuous improvement.
  
• Partner & Client Relations: Serve as the primary point of contact for our 3 operational partners and multiple key clients. Ensure strict adherence to individual Service Level Agreements (SLAs), compliance standards, and reporting requirements.
  
• Fleet Oversight: Partner with the account and fleet resource to track vehicle health, schedule preventative maintenance, manage emergency breakdowns, and ensure total compliance with state and medical transit regulations.
  
• Operational Availability: Maintain core operational accessibility for approximately 10 hours per day during peak transit windows. Serve as the point of escalation for 24/7 emergency calls (e.g., severe accidents, critical vehicle breakdowns).
  

Requirements

Qualifications & Skills

• Experience: 3–5+ years of experience in logistics, dispatch, or fleet management. Experience in Non-Emergency Medical Transportation (NEMT) or healthcare logistics is highly preferred.
  
• Leadership: Proven track record of managing people, specifically experience managing remote/overseas teams and hourly driver workforces.
  
• Tech-Savvy: Proficiency with NEMT scheduling software (e.g., MediRoutes, Bambi, TripMaster) and GPS tracking/telematics systems.
  
• Problem Solving: Ability to make critical, split-second decisions regarding routing changes, driver call-outs, and vehicle emergencies.
  
• Communication: Exceptional verbal and written communication skills to effectively manage relationships between overseas staff, local drivers, and corporate partners.
  
• Flexibility: Willingness to be on-call for emergency escalations outside of standard daily windows.
  

Benefits

Benefits & Perks

• Competitive base salary with performance-based bonuses tied to fleet efficiency, partner satisfaction, and other KPIs.
  
• Health insurance.
  
• Paid Time Off (PTO)
  
• Significant career growth potential as the fleet scales.