Dispatch Manager

About the role

We are building a central dispatch desk: one place where every maintenance, cleaning, landscaping, snow, warranty and vendor job is scheduled, tracked and closed. The Dispatch Manager leads that desk.

This is a player-coach role. You will lead a small dispatch team, set the day's priorities, and personally own vendor and warranty coordination. Your job is to make sure every work order has an owner, a time and a clear finish, so residents get a fast, reliable response and our techs can focus on the work.

Location: Boston, MA (in office and in the field as needed) · Full time, salaried

Salary range: $80,000 to $90,000 base salary, plus benefits

• →Lead the desk: hire, train and coach a team of local and remote dispatchers; set daily priorities; handle escalations.
• →Build the playbook: write and maintain priority rules, escalation paths and emergency procedures.
• →Own vendors: sourcing, pricing, performance and insurance compliance. Hold a three-quote standard for recurring services.
• →Manage warranty work: track warranty coverage by property and route covered items to the builder or manufacturer.
• →Run emergency on call: set the on-call rotation, keep call trees current, and serve as the final escalation so no emergency goes unanswered.
• →Lead storm and seasonal work: run the desk during snow events and make sure seasonal contracts and plans are in place.
• →Protect billing accuracy: make sure every work order closes with the right labor, materials and billing status, working with our accounting team.
• →Report on performance: track response times, completion rates and the desk scorecard, and bring a plan when a number drifts.

Required

• 3+ years managing a maintenance or field service dispatch operation, including leading or training dispatchers. Residential property management strongly preferred.
• Working maintenance knowledge: enough to triage a request, judge urgency and know which trade or vendor it needs.
• Hands-on experience with a work order platform such as AppFolio, Property Meld or similar.
• Knowledge of the Boston-area vendor market (cleaning, landscaping, snow and building trades).
• Comfort with numbers: scorecards, hours and billing.
• Calm, organized judgment when several urgent requests land at once, and clear, courteous communication with residents, techs, vendors and owners.

Nice to have

• Experience leading remote team members.
• Warranty claims experience on new or lease-up buildings.
• Multi-site snow operations experience.
• Bilingual in English and Spanish.

Equal Opportunity Statement
Charlesgate Property Management is committed to providing equal employment opportunities and complying with all applicable federal, state, and local laws. We strive to maintain a work environment free from harassment, discrimination, or retaliation based on age, race, color, national origin, ancestry, religion, sex, sexual orientation (including transgender status, gender identity or expression), pregnancy (including childbirth, lactation, and related medical conditions), physical or mental disability, genetic information, veteran status, uniformed service member status, or any other protected status.