Position overview
Dispatch & Operations Specialists keep the GlideWay network running for riders and drivers. You will monitor active and scheduled trips, step in when something goes wrong, and coordinate with Support and Safety so issues are handled quickly and documented accurately.
Schedule: Scheduled shifts within 24/7 coverage (Morning, Evening, Overnight; weekend and holiday rotation as needed)
24/7 describes GlideWay's operations coverage model, not an individual's working hours. Specialists work scheduled shifts, and shift patterns are set by Operations as service needs develop.
What you will do
- Monitor active rides and overall operational activity.
- Support riders and drivers with trip issues as they happen.
- Monitor unaccepted or delayed ride requests and act on them.
- Assist with trip coordination and operational exceptions.
- Escalate safety-related events immediately through established protocols.
- Coordinate with Rider Support, Driver Support, and Safety teams.
- Monitor airport and scheduled rides.
- Document incidents and every operational action taken.
- Handle cancellations and service interruptions according to policy.
- Maintain professional communication with riders and drivers.
- Use GlideWay Admin and Dispatch tools responsibly and within assigned permissions.
Required qualifications
- Clear, professional written and verbal communication.
- Ability to stay calm and focused in time-sensitive situations.
- Sound judgment and the ability to follow established procedures and escalation paths.
- Accurate, timely documentation habits.
- Availability to work scheduled shifts, which may include evenings, overnights, weekends, or holidays.
Preferred qualifications
- Experience in dispatch, transportation, logistics, or a live operations center.
- Experience with rideshare, delivery, or marketplace operations.
- Bilingual communication skills.
Skills & technologies
- Live monitoring
- Trip coordination
- Incident documentation
- Escalation
- Rider & driver communication
- Shift handoffs
What success looks like
- Delayed or unaccepted requests are caught and handled quickly.
- Safety events reach the right people immediately.
- Every shift ends with clear, complete documentation.
Equal opportunity
GlideWay is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by applicable law.