Manager, Ground Dispatch Operations

The Team Operations Manager oversees staff management and development of a segment within the NORA Communications Department. They ensure that all team members are equipped, supported, and motivated to deliver exceptional service in organ transplant logistics operations.

Duties/Responsibilities:

• Team Development: Design and implement new hire and ongoing training programs to ensure staff are proficient in their roles and meet compliance requirements.
• Performance Management: Conduct regular performance reviews, provide feedback, and address performance and behavior-related issues. Partner with HR as necessary for significant or ongoing concerns.
• Employee Engagement: Develop initiatives to boost morale, proactively receive and address employee concerns, and promote a collaborative culture.
• Policy Implementation: Ensure staff adherence to company expectations, such as attendance and conduct standards, customer service expectations and maintaining an inclusive, respectful and productive workplace.
• Employee Conflict Resolution: Mediate disputes and foster positive relationships between staff and amongst departments. Partner with HR and other leaders as necessary towards effective and prompt resolution.
• Workforce Planning: Determine schedules and staffing levels to ensure adequate coverage, including during emergencies or peak periods.
• Scheduling and Overtime Planning: Create and maintain staff schedules that align with operational needs. Monitor and manage overtime, addressing inefficiencies and adjusting schedules to minimize excessive hours while maintaining exceptional service.
• Cross Platform Coordination:  Actively maintains proactive communication with other NORA Communications leaders as well as operational and business development team members.

Requirements

• Clear and concise verbal and written communication skills
• Ability to adapt and problem solve in a fast-paced, team-oriented environment
• Prior experience as a NORA Dispatcher – preferred
• Prior proven experience building and leading teams functioning in a high stress environment – highly preferred