Senior Dispatch Operations Representative (Dispatch 2)

About Downstream Downstream is a marketplace platform transforming the waste and construction industries from the ground up. We're on a mission to bring simplicity, transparency, and sustainability to two of the most essential — but often overlooked — sectors of our economy. We make it easy for contractors, builders, and businesses to find and book critical services like dumpster rentals, hauling, site services, and equipment — all in a few clicks. No endless calls, no confusing pricing, no waiting around. Our platform connects customers with vetted, reliable providers so they can get what they need, when they need it. We're not just about convenience — we're about impact. By streamlining logistics and digitizing the supply chain, we're helping reduce waste, cut emissions, and build a cleaner, more sustainable future. Let's build better, together. About the Role We're looking for a Senior Dispatch Operations Representative (D2) to own the hardest problems on the supplier side: emergency same-day sourcing, complex product issues on active sites, supplier disputes, and the daily hold-or-switch judgment call — while quality-checking D1 and Magic Hire output and vetting new suppliers before they go live. This is the senior operational tier at Downstream. When a supplier fails at confirming on delivery day, you're the person who finds another one. Every ticket has one owner — you — and you'll be paid on your own measurable performance. Please note: you'll confirm your working hours with your manager — a full 8-hour shift with a one-hour lunch, aligned to delivery coverage needs. What You'll Do • Run emergency same-day sourcing when a primary supplier fails • Coordinate multi-supplier logistics on large orders • Own supplier cancellation escalations end to end • Resolve complex product issues on active jobsites • Make the hold-or-switch decision • Settle supplier disputes — billing, PO, and delivery • Vet new suppliers operationally after the sourcing hand off • Manage key supplier relationships and coach D1 development Role Specifics • Ownership model: single-owner resolution — every ticket, open to close • SLA framework: Critical close ≤30 min for top marks · High ≤45 min · delivery confirmation within 4 hours of window • KPI structure: urgent ticket close time 35% · delivery confirmation rate 30% · Execution Quality Score 25% · throughput 10% • Scope: day-of emergencies, disputes, operational vetting, key supplier relationships, D1/MH quality control • Escalation: you are the tier below the team lead — strategic relationship breakdowns go up, everything else stops with you • Schedule: coverage-aligned 8-hour shift + 1-hour lunch, confirmed with your manager Compensation $55,000–$60,000 per year base, plus a quarterly performance bonus of up to 25% of base at the top tier, plus a team collaboration bonus. Requirements • 3–5 years in dispatch, logistics, field operations, or supplier management • A rapid problem-solver under real time pressure — same-day re-sourcing is the job • A capable negotiator in supplier disputes • Sharp operational judgment: you can tell which suppliers can deliver • A coach — your standard becomes the team's standard Benefits Downstream is an equal opportunity employer. We consider all applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other protected status under applicable law. • Medical, dental, and vision insurance • 401(k) with a company match • Company equity — be an owner in what we're building • Paid time off, paid holidays, and floating holidays • Parental and bereavement leave