Dispatch Operations & Customer Service Manager
Job Summary
At Infinity, we don’t just manage customer service teams—we develop confident leaders and high-performing professionals who make a difference when customers need help most. As the Customer Service Manager for our Roadside Assistance program, you will lead an inbound service and dispatch team responsible for supporting consumers, service providers, and fleet clients during urgent roadside events.
Why You’ll Love Working Here
Perform Culture: Join a team built around Energy, Excellence, and Execution.
Meaningful Leadership Impact: Guide a team that supports customers during stressful and unexpected situations.
Growth-Focused Environment: Build talent through ongoing coaching, development, and a strong promote-from-within philosophy.
Winning Team Culture: Work in a collaborative, high-performance environment with supportive leadership.
Comprehensive Benefits: Medical, dental, vision, and more for full-time employees.
Continuous Development: Access ongoing leadership training, coaching, and professional growth opportunities.
What You’ll Do
Lead, coach, and develop a team of customer service and roadside assistance professionals to meet or exceed service, quality, productivity, and customer experience goals.
Create a culture of accountability, empathy, ownership, and continuous improvement aligned with Infinity’s Perform Culture.
Maintain compliance with company policies, client requirements, quality standards, and applicable procedures while supporting special projects and operational initiatives as assigned.
Requirements
Proven ability to lead customer service, contact center, dispatch, or roadside assistance teams in a fast-paced environment.
Strong coaching, mentoring, performance management, and talent development skills.
Excellent verbal and written communication, with the ability to demonstrate empathy, build trust, and remain composed during urgent or emotionally charged situations.
Ability to interpret performance metrics, identify trends, and turn data into clear, measurable action plans.
Strong judgment, problem-solving, and escalation-management skills with a customer-first mindset.
Ability to balance customer needs, employee support, client expectations, and operational priorities.
Comfort working across CRM, call-center, mapping, dispatch, reporting, and workforce-management platforms.
High degree of ownership, organization, initiative, and follow-through.
Flexibility to support program coverage and operational needs as required.
Commitment to Infinity’s Perform Culture and the principles of Energy, Excellence, and Execution.
Education & Experience
High school diploma or equivalent required; bachelor’s degree in Business, Communications, Operations, or a related field preferred.
Minimum of 3 years of supervisory or management experience in customer service, contact center operations, dispatch, roadside assistance, or a related service environment required.
Demonstrated success leading teams to achieve customer experience, quality, productivity, and service-level goals.
Experience with coaching, performance management, employee development, and operational reporting required.
Experience in roadside assistance, emergency services coordination, fleet support, towing, or dispatch operations preferred.
Experience partnering with clients or cross-functional stakeholders in a service-based program preferred.