Planning And Dispatch Manager

TL;DR

Planning and Dispatch Manager (Customer Service Operations): Leading planning and dispatch operations for a medical technology service organization with an accent on operational efficiency, workload distribution, KPI compliance, and customer SLA performance. Focus on optimizing service processes, forecasting team capacity, coordinating escalated customer issues, and strengthening collaboration across service, contracts, management, and sales functions.

Location: Fully remote from the United Kingdom, with some travel required.

Company

Provides medical technology products and workflow solutions for hospitals and life science institutions, serving customers in more than 135 countries with a workforce of over 12,000 people.

What you will do

• Manage the day-to-day operations and administration of the planning and dispatch team.
• Create KPI reports, service desk dashboards, workload distributions, and capacity forecasts.
• Optimize planning, dispatch, and service desk processes through software solutions and continuous improvement initiatives.
• Monitor activity against customer SLAs and promote consistent, high-quality customer service.
• Coordinate customer intelligence and escalations with service contracts, service management, sales, and other internal departments.
• Coach team members, support account management initiatives, and maintain clear communication across the business.

Requirements

• Experience in a similar leadership role within a customer service environment.
• Experience with coordination and scheduling, including effective workload planning and deadline management.
• Strong organization, attention to detail, initiative, problem-solving, and continuous improvement skills.
• Excellent written and verbal communication skills, including a professional telephone manner and active listening.
• Ability to build trusted relationships and collaborate effectively across different organizational levels.
• Good working knowledge of Microsoft Office, including Excel, Outlook, and Word.

Nice to have

• Knowledge of SAP.
• Knowledge of Salesforce.
• Previous experience working from home in a remote role.

Culture & Benefits

• Fully remote work with five days at home.
• Some travel is required for the role.
• Focus on service excellence, customer-centricity, continuous learning, and open communication.
• Reasonable accommodations are available throughout the selection process.