About the role
About Zūm: Zūm is revolutionizing mass mobility with its Connected Mobility Experience ( Zūm CMX ™) system that connects and coordinates people, vehicles, and operations in real time. In the $50 billion student mobility market – the largest segment of the mass mobility industry – Zūm CMX is transforming a daily source of anxiety and disruption into a reliable, transparent, and efficient mobility experience for students and families. Today, more than 4,500 schools rely on Zūm CMX . Recognized globally for its innovative approach and operational execution, Zūm has been named to Fast Company’s World’s Most Innovative Companies, CNBC Disruptor 50 and Changemakers, the World Economic Forum, and the Financial Times’ Fastest Growing Companies lists. Zūm is backed by leading investors including Sequoia Capital, GIC, TPG, and Softbank. The Lead Dispatcher is responsible for leading and coordinating daily school transportation dispatch operations to ensure the safe, reliable, and efficient transportation of students. This position serves as the operational leader for dispatch activities, providing oversight of route performance, driver accountability, service recovery, and real-time operational decision-making. The Lead Dispatcher acts as the primary communication link between drivers, dispatch staff, schools, parents, and transportation management while ensuring compliance with safety regulations, company policies, and student transportation standards. This role plays a critical part in optimizing service delivery, supporting school-year startup planning, monitoring key performance indicators (KPIs), and driving continuous operational improvement. \n \n $87,000 - $90,000 a year Operational Leadership Lead daily dispatch operations and ensure complete service coverage across all routes and transportation assignments. Serve as the primary escalation point for operational and dispatch-related issues. Provide leadership, coaching, training, and support to dispatch personnel. Assist management in developing and implementing dispatch procedures, operational standards, and best practices. Support strategic transportation initiatives and operational improvement projects. Monitor and evaluate dispatcher performance, productivity, and service quality. Route Planning, Scheduling & Service Optimization Build, maintain, and update route structures for school-year startup, route modifications, and service changes. Coordinate daily bus assignments, driver schedules, route adjustments, and vehicle utilization. Optimize route efficiency through effective stop placement, reduced deadhead miles, and improved resource allocation. Monitor route performance and recommend operational improvements to enhance service delivery. Maintain accurate records of transportation schedules, route logs, and vehicle assignments. Ensure timely communication of route changes, delays, and service disruptions. Driver Accountability & Performance Management Monitor driver attendance, punctuality, professionalism, and adherence to company policies and procedures. Track and address late departures, call-offs, no-shows, route deviations, and performance concerns. Promote a culture of accountability, safety, and customer service excellence among transportation staff. Communication & Stakeholder Coordination Serve as the primary communication link between drivers, schools, parents, transportation management, and other stakeholders. Respond promptly to transportation inquiries, operational concerns, incidents, and service disruptions. Communicate operational updates professionally and efficiently to all affected parties. Support customer service initiatives through timely issue resolution and proactive communication. Safety & Regulatory Compliance Promote and enforce transportation safety policies, procedures, and student safety standards. Monitor compliance with federal, state, and local transportation regulations. Coordinate emergency response activities and service recovery efforts during operational disruptions. Ensure accurate documentation and reporting of accidents, incidents, delays, student concerns, and operational interruptions. Support ongoing safety initiatives and risk mitigation efforts. KPI Management, Technology & Reporting Utilize transportation management systems, routing software, GPS tracking platforms, and dispatch tools to monitor operations. Track, analyze, and report key performance indicators (KPIs), including: On-Time Performance (OTP) Route Coverage Percentage Late Route Percentage Driver Attendance Trends Vehicle Breakdown Frequency Service Reliability Metrics Generate operational reports and analyze trends to identify opportunities for improvement. Maintain accurate dispatch records, transportation databases, and performance documentation. Provide management with actionable recommendations to improve efficiency, service quality, and operational performance. Required