Dispatcher / Trip Coordinator

Job description

### **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 6,500 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. **About the Role** We're seeking an experienced Dispatcher to lead daily transportation operations and serve as the critical communication hub at our Howard location. This role encompasses the complete dispatch lifecycle—from daily route assignments and driver coordination to emergency response and real-time problem-solving. You'll ensure seamless service delivery by orchestrating drivers, vehicles, and routes while maintaining constant communication with school districts, families, and internal teams. You'll be the operational heartbeat of our transportation service, ensuring every student gets to school safely and on time, every single day. **What Makes You Successful in This Role** You're the calm in the storm, the person who can juggle ten things at once and still remember to check in on that driver who's running five minutes behind. You thrive when the phones are ringing, routes need adjusting, and a bus just broke down on Main Street. You're a quick thinker who stays cool under pressure, makes smart decisions on the fly, and somehow manages to keep everyone informed and on track. You genuinely enjoy being the go-to problem solver, whether you're helping a new driver navigate an unfamiliar route, coordinating with the shop on a repair, or reassuring a parent that their child's bus is on the way. You've got great communication skills, a knack for prioritizing what matters most, and the kind of steady, reliable presence that makes people trust you to get things handled. ### Responsibilities: **Daily Operations & Route Management** - Direct and monitor daily assignments, schedule drivers, and assign vehicles to ensure full route coverage and on-time completion of all driver activities. - Communicate all relevant details of driving assignments to drivers to ensure proper execution, and assist with routing directions and special service assignments. - Coordinate vehicle service and repairs with the Maintenance Manager to ensure uninterrupted service delivery. **Communication & Emergency Response** - Respond to emergency calls and coordinate the emergency response network. - Notify stakeholders and location personnel of all route changes, emergencies, accidents, breakdowns, or service disruptions, and handle customer concerns promptly and professionally. - Provide real-time operational support to drivers including assistance with traffic issues, routing questions, and emergency situations, escalating unresolved issues appropriately. **Compliance & Administrative Operations** - Maintain route documentation and records including contracts, customer information, route changes, maps, vehicle assignments, and driver details to ensure accuracy and compliance with district and state requirements. - Ensure strict adherence to dispatch standard operating procedures and recommend disciplinary action for policy violations in coordination with management. - Track and document operational activities, incidents, and communications for reporting purposes while partnering with Location Manager and Safety Manager on compliance objectives. ### Requirements: **Basic Qualifications:** - High school diploma or equivalentProficiency with Microsoft or G Suite applications (Sheets, Docs, Slides, etc.). - Experience in high-pressure, time-sensitive operations (e.g., transportation, logistics, field services, customer service, hospitality, or similar fast-paced environments). **Preferred Qualifications:** - Background in a leadership, supervisory, or management capacity within fast-paced operational environments. - Previous school busing or transportation experience, either as a driver or dispatcher is a plus. - Knowledge of state DOT/DMV safety rules and company compliance expectations. - Excellent oral and written communication skills with strong interpersonal abilitiesExperience working in a union environment. - Comprehensive knowledge of the local area, including traffic patterns, road restrictions, neighborhoods, and geography of the school district is highly desirableStrong organizational, prioritization, and time management skills with demonstrated ability to manage multiple tasks simultaneously, coordinate scheduling and task assignments, maintain accurate records and filing systems, and track assets and inventory.