Dispatch & Support Services Manager
Perimeter Transportation | Richmond, BC
Salary: $65,000–$75,000 per year, based on experience and qualifications
Employment: Full-Time, Permanent, Salaried
Schedule: Monday to Friday, 8:00 AM–4:30 PM
Location: Richmond, BC (On-site)
About the Role
Perimeter Transportation is seeking an experienced, highly organized and detail-oriented Dispatch & Support Services Manager (DSSM) to join our Operations team in Richmond, BC.
This is a hands-on leadership position suited to someone with strong organizational, coordination, problem-solving and customer-service skills.
Motorcoach or passenger transportation experience is an asset, not a requirement. We welcome candidates with transferable experience in dispatch, logistics, scheduling, operations or other fast-paced service environments who can work independently and take ownership of their responsibilities.
Working closely with our Ops Manager and team, you will coordinate and prepare confirmed charters and scheduled transportation services through to dispatch. Once trips are underway, you will provide ongoing support to drivers, communicate changes, resolve operational issues and help ensure services are completed safely and professionally.
You will also oversee weekend Dispatch personnel, verify customer invoices, maintain accurate fuel tax records and ensure operational documentation is complete.
Exceptional attention to detail is essential. Accurate scheduling, professional written communication, numerical accuracy, thorough documentation and consistent follow-through are fundamental requirements.
This is a fast-paced and demanding position, particularly during our peak operating season from May through October. The successful candidate must manage competing priorities, unexpected challenges and time-sensitive decisions while remaining calm, professional and solutions-focused.
Key ResponsibilitiesTrip Coordination, Dispatch & Operational Support
- Review confirmed charters and scheduled services to ensure operational details are accurate and complete.
- Coordinate driver assignments, vehicle requirements, pickup locations, routing, timing and customer instructions.
- Prepare, review and distribute accurate driver work tickets and trip instructions.
- Identify scheduling conflicts, missing information and potential operational issues before dispatch.
- Provide ongoing day-of-service support to drivers, responding to questions, delays and changing circumstances.
- Update work tickets and communicate changes to pickup times, locations, routing and customer requirements.
- Monitor active trips and coordinate assistance when operational disruptions occur.
- Maintain accurate records of trip changes, communications and outstanding Dispatch matters.
Dispatch Management & Leadership
- Independently manage weekday Dispatch operations.
- Provide leadership, training and oversight to weekend Dispatch personnel.
- Establish consistent procedures for scheduling, documentation, communication and accountability.
- Review weekend Dispatch work, identify errors and ensure appropriate follow-up.
- Coordinate effective handovers between weekday and weekend Dispatch.
- Coach and guide Dispatch personnel to maintain professional standards.
- Identify recurring operational challenges and recommend improvements.
- Work closely with the Operations Manager to coordinate priorities and resolve issues.
- Escalate significant staffing, safety or operational concerns when appropriate.
Driver & Customer Support
- Serve as the primary Dispatch contact for professional motorcoach drivers during scheduled working hours.
- Respond promptly and professionally to driver calls, messages, emails and work ticket questions.
- Assist with driver absences, late arrivals and immediate coverage requirements.
- Monitor driver and vehicle activity using Samsara and other fleet-management systems.
- Maintain accurate trip and driver information in Coach Manager.
- Communicate professionally with customers regarding upcoming and active transportation services.
- Respond to traffic delays, adverse weather, road closures, vehicle issues and unexpected changes.
- Coordinate breakdown assistance and replacement transportation with Operations and Maintenance.
- Support seasonal morning operations for our affiliated tour company from May through October.
- Maintain composure and sound judgment when resolving driver or customer concerns.
Invoicing, Financial Accuracy & Reporting
- Prepare and review completed charter and trip invoices before submission.
- Verify additional hours, waiting time, extra services, surcharges and other billable items.
- Identify and resolve discrepancies between confirmed bookings, completed work tickets and invoices.
- Ensure approved changes and additional services are accurately billed.
- Record fuel purchases, quantities, costs and mileage for fuel tax reporting.
- Prepare and maintain fuel tax worksheets and supporting documentation, including International Fuel Tax Agreement (IFTA) records.
- Review calculations and financial information for accuracy and completeness.
- Coordinate with Accounting and Operations to resolve discrepancies.
Administration, Documentation & Compliance
- Review completed driver work tickets and operational records for accuracy.
- Follow up on missing documentation and incomplete information.
- Maintain Dispatch logs, schedules, handover notes and operational records.
- Ensure customer correspondence and driver instructions are professionally written and accurate.
- Assist with airport and destination-specific transportation procedures.
- Support compliance with company policies, commercial driver Hours of Service and applicable transportation regulations.
- Maintain organized records and communicate significant operational or compliance concerns.
Required Qualifications & Experience
We are seeking a dependable professional with demonstrated experience in operations coordination, leadership and time-sensitive service delivery.
The successful candidate must demonstrate:
- Relevant experience in dispatch, scheduling, logistics, operations coordination or a comparable position.
- Previous experience supervising, training or leading Dispatch or Operations personnel.
- Exceptional attention to detail when reviewing schedules, instructions, invoices and operational records.
- Excellent written and verbal English communication skills, including spelling, grammar, proofreading and professional correspondence.
- Strong numerical aptitude, including accuracy with calculations, spreadsheets, invoicing and financial records.
- Experience preparing or verifying invoices and identifying billing discrepancies.
- Strong organizational, scheduling and planning abilities.
- Excellent critical-thinking, problem-solving and independent decision-making skills.
- Ability to manage competing priorities while remaining calm and professional under pressure.
- Confidence communicating with drivers, customers, suppliers and management.
- Ability to work independently while collaborating effectively with the Operations team.
- Strong customer-service skills and professional judgment.
- Ability to research routes, destinations, pickup locations and travel times accurately.
- Proficiency with MS Office, particularly Excel, and the ability to learn new software.
- Willingness to learn commercial driver Hours of Service, passenger transportation regulations and company procedures.
- Reliability, accountability and consistent follow-through.
- A valid BC Driver's Licence.
Additional Experience That Would Be an Asset
Experience in any of the following areas would be valuable but is not required:
- Motorcoach dispatch, charter operations or scheduled passenger transportation.
- Commercial driver Hours of Service and transportation regulations.
- BC geography, highways, destinations and transportation routes.
- Coach Manager or similar transportation scheduling software.
- Samsara, GPS tracking and electronic driver logs.
- YVR, cruise terminals and motorcoach pickup procedures.
- Airport transfers, sightseeing tours, corporate charters, school groups and multi-day tours.
- Coordinating subcontracted transportation services.
- Developing Dispatch procedures, training materials and operational improvements.
- Fuel tax reporting, IFTA documentation and transportation-related invoicing.
- Mileage tracking, trip reporting and compliance documentation.
Who Will Succeed in This Role?
You'll likely be a strong fit if you:
- Enjoy coordinating people, schedules and operational details.
- Take ownership of responsibilities rather than simply passing problems along.
- Think two or three steps ahead and anticipate issues before they become problems.
- Take pride in accuracy and getting things right the first time.
- Are comfortable working with numbers and identifying discrepancies.
- Communicate clearly, professionally and accurately.
- Can confidently lead weekend Dispatch personnel while independently managing weekday Dispatch.
- Make sound decisions and recognize when management involvement is necessary.
- Remain composed when schedules change or unexpected situations arise.
- Can prioritize a ringing phone, a driver requiring assistance, an urgent customer email and an operational issue without losing track of what matters.
- Hold yourself and others accountable for accuracy, quality and follow-through.
- Recognize that successful transportation depends on teamwork, preparation, communication and attention to detail.
Why This Position Matters
The DSSM plays a central role in ensuring our transportation services operate efficiently and professionally.
From preparing accurate trip instructions to supporting drivers, resolving operational challenges, overseeing Dispatch personnel and maintaining accurate financial records, this position requires someone who understands that the details matter.
We are looking for a capable, dependable professional who takes pride in their work, exercises sound judgment and is motivated to contribute to a successful Ops team.
How to Apply
If your experience and qualifications align with this position, we welcome your application.
Email: jobs@perimeterbus.com
