PERIMETER TRANSPORTATION

Dispatch & Support Services Manager

Richmond, BC · Full-Time, Permanent · On-Site

Salary

$65,000 – $75,000 per year, based on experience and qualifications

Job Type

Full-time, Permanent, Salaried

Schedule

Monday to Friday, 9:00 AM to 5:30 PM

Location

Richmond, BC (On-site)

ABOUT THE ROLE

Perimeter Transportation is seeking an experienced, highly organized and detail-oriented Dispatch & Support Services Manager to join our Operations team in Richmond, BC.

This is a hands-on leadership position requiring direct experience in the charter and scheduled motorcoach transportation industry. We are looking for someone who understands the complexities of passenger transportation, can work independently, provide effective leadership to weekend Dispatch personnel and take ownership of daily Dispatch responsibilities.

Working closely with our Operations Manager and team, the Dispatch & Support Services Manager is responsible for coordinating and preparing confirmed charters and scheduled transportation services through to dispatch. Once trips are underway, the position provides ongoing support to drivers, including responding to questions, updating work tickets, communicating changes and coordinating assistance when unexpected circumstances arise.

The role also includes supervising weekend Dispatch personnel, preparing and verifying customer invoices, maintaining accurate fuel tax records and ensuring operational documentation is complete.

Exceptional attention to detail is essential. Accurate scheduling, professional written communication, numerical accuracy, thorough documentation and consistent follow-through are fundamental requirements of this position.

This is a fast-paced, demanding role, particularly during our peak operating season from May through October. The successful candidate must be able to manage competing priorities, unexpected operational challenges and time-sensitive decisions while remaining calm, qualified and solutions-focused.

The ability to work effectively under pressure, maintain composure and exercise sound judgment during stressful situations is essential.

We are looking for an experienced motorcoach industry skilled who can think critically, solve problems, make sound decisions and contribute to the effective operation of our Dispatch and Support Services department.

KEY RESPONSIBILITIES

Trip Coordination, Dispatch & Day-of-Service Support

- Review confirmed charters and scheduled services to ensure all operational details are accurate, complete and ready for dispatch.
- Coordinate driver assignments, vehicle requirements, pickup locations, routing, timing and special customer instructions in collaboration with the Operations Manager and team.
- Prepare, review and distribute accurate driver work tickets and trip instructions.
- Identify scheduling conflicts, missing information and potential operational challenges before work is dispatched.
- Ensure drivers receive the information and instructions required to complete their assigned trips safely and professionally.
- Provide ongoing operational support to drivers on the day of service, responding to questions, requests and changing circumstances.
- Update work tickets and communicate revised pickup times, locations, routing or customer instructions as required.
- Coordinate and communicate operational changes with drivers, customers and the Operations team.
- Monitor active trips and respond to delays, disruptions or issues requiring Dispatch assistance.
- Maintain accurate records of trip changes, operational updates and relevant communications.
- Ensure outstanding Dispatch matters are properly communicated and handed over to the appropriate team members.

Dispatch Management & Weekend Staff Supervision

- Independently manage daily Dispatch operations Monday through Friday.
- Provide leadership, direction and oversight to weekend Dispatch personnel.
- Train and guide weekend Dispatch staff to ensure consistent procedures, accurate documentation and professional communication.
- Review weekend Dispatch work, identify errors or omissions and follow up on matters requiring correction.
- Establish clear expectations for Dispatch procedures, communication, accuracy and accountability.
- Provide coaching, guidance and constructive feedback to weekend Dispatch personnel.
- Ensure effective handovers between weekday and weekend Dispatch, including upcoming assignments, schedule changes and outstanding operational matters.
- Identify recurring Dispatch problems and recommend or implement improvements within assigned authority.
- Work closely with the Operations Manager and team to coordinate priorities, resolve issues and maintain operational efficiency.
- Escalate significant staffing or performance concerns to the Operations Manager or senior management.

Driver & Customer Support

- Serve as the primary Dispatch contact for professional motorcoach drivers during scheduled working hours.
- Respond promptly and professionally to driver calls, messages, emails and work ticket questions.
- Communicate trip instructions, pickup changes, routing information and customer requirements.
- Assist with driver absences, late arrivals and immediate coverage requirements.
- Monitor driver and vehicle activity using Samsara and other fleet-management systems.
- Maintain accurate trip, driver and operational information in Coach Manager.
- Communicate professionally with customers regarding upcoming and active trips.
- Respond to operational disruptions, including traffic delays, adverse weather, road closures, vehicle issues and unexpected changes.
- Coordinate breakdown response and replacement transportation with the Operations Manager, Maintenance and other team members.
- Support the seasonal morning operations of our affiliated tour company from May through October.
- Maintain a calm, professional and solutions-focused approach when resolving driver or customer concerns.

Invoicing, Financial Accuracy & Reporting





- Prepare and review completed trip and charter invoices to ensure all charges are accurate, complete and properly recorded before submission.
- Verify trip details, additional hours, waiting time, extra services, applicable surcharges and other billable items against work tickets and booking records.
- Identify and resolve discrepancies between confirmed bookings, completed work tickets and final invoicing.
- Ensure all additional services and approved changes are properly reflected in customer invoices.
- Accurately record fuel purchases, quantities, costs and mileage information for fuel tax reporting.
- Prepare and maintain fuel tax worksheets and supporting records, including information required for International Fuel Tax Agreement (IFTA) reporting.
- Review numerical information for accuracy, completeness and consistency.
- Maintain organized financial and operational records.
- Coordinate with Accounting and the Operations Manager to resolve discrepancies and ensure accurate reporting.

Administration, Documentation & Compliance

- Review completed driver work tickets and trip records for accuracy and completeness.
- Follow up on missing documentation, incomplete records and discrepancies.
- Collect and verify mileage, odometer and fuel information required for operational reporting.
- Maintain accurate Dispatch logs, operational records, schedules and handover notes.
- Ensure client correspondence, driver instructions and internal communications are professionally written, grammatically correct and accurate.
- Assist with transportation-related administrative requirements, including airport and destination-specific operating procedures.
- Support compliance with company policies, commercial driver Hours of Service requirements and applicable transportation regulations.
- Maintain organized records and ensure information is readily accessible to the Operations team.
- Escalate significant safety, compliance, customer or operational concerns to the Operations Manager or senior management as appropriate.

REQUIRED QUALIFICATIONS & EXPERIENCE

Direct experience in the charter and/or scheduled motorcoach transportation industry is mandatory. General trucking, courier, warehouse or unrelated logistics dispatch experience alone will not meet the requirements of this position.

The successful candidate must demonstrate:

- A minimum of three years of direct experience in motorcoach dispatch, charter operations, scheduled passenger transportation or a closely related motorcoach operations role.
- Previous experience supervising, training, coordinating or leading Dispatch or Operations personnel.
- Strong practical knowledge of motorcoach charter operations, driver scheduling, trip preparation and transportation logistics.
- Understanding of the operational demands of a seven-day passenger transportation business.
- Exceptional attention to detail, particularly when reviewing schedules, work tickets, invoices, written correspondence and operational records.
- Excellent written and verbal English communication skills, including professional business correspondence, spelling, grammar and proofreading.
- Strong numerical aptitude, with demonstrated accuracy in calculations, invoicing, spreadsheets and financial records.
- Experience preparing or verifying customer invoices and identifying billing discrepancies.
- Strong critical-thinking, problem-solving and decision-making abilities.
- Ability to work independently while collaborating effectively with the Operations Manager and team.
- Excellent organizational, planning and time-management skills.
- Ability to manage multiple priorities simultaneously and remain calm under pressure.
- Strong customer-service skills and a professional approach to resolving concerns.
- Confidence communicating with professional drivers, customers, suppliers and management.
- Knowledge of BC geography, major highways, destinations and transportation routes.
- Strong computer proficiency, including Microsoft Office, particularly Excel, and the ability to learn transportation-management systems.
- Familiarity with commercial driver Hours of Service and passenger transportation requirements.
- Demonstrated reliability, accountability and professional judgment.
- A valid BC Driver's Licence.

ADDITIONAL EXPERIENCE THAT WOULD BE AN ASSET

Experience in the following areas would be particularly valuable:

- Coach Manager or similar motorcoach scheduling and booking software.
- Samsara, GPS tracking and electronic driver logs.
- Vancouver International Airport (YVR), cruise terminal operations and local motorcoach pickup requirements.
- Airport transfers, sightseeing tours, corporate charters, school groups and multi-day motorcoach tours.
- Coordinating subcontracted transportation services.
- Developing Dispatch procedures, training materials and operational improvements.
- Fuel tax reporting, including IFTA documentation.
- Transportation-related invoicing and billing reconciliation.
- Trip reporting, mileage tracking and transportation compliance documentation.

WHO WILL SUCCEED IN THIS ROLE?

You'll likely be a solid fit if you:

- Understand the motorcoach industry and what it takes to prepare, dispatch and support a successful trip.
- Take ownership of your responsibilities rather than simply passing problems along.
- Think two or three steps ahead and recognize potential issues before they affect drivers or customers.
- Pay close attention to details and take pride in getting things right the first time.
- Are comfortable working with numbers, checking calculations and identifying discrepancies.




- Communicate clearly, accurately and professionally, both verbally and in writing.
- Can confidently lead weekend Dispatch personnel while independently managing weekday Dispatch.
- Make sound decisions independently and know when to involve the Operations Manager.
- Remain composed when schedules change or unexpected challenges arise.
- Can prioritize a ringing phone, a driver requiring assistance, an urgent customer email and an operational issue without losing track of what matters.
- Hold yourself and others accountable for accuracy, quality and follow-through.
- Look for opportunities to improve procedures, solve recurring problems and support your colleagues.
- Understand that successful transportation depends on teamwork, preparation, communication and attention to detail.

COMPENSATION & WORK SCHEDULE

Annual Salary: $65,000 to $75,000, commensurate with relevant motorcoach industry experience, leadership capabilities and qualifications.

Regular Schedule: Monday through Friday, 9:00 AM to 5:30 PM, including a one-hour unpaid lunch break (37.5 working hours per week).

Location: On-site at Perimeter Transportation's Richmond, BC offices.

Employment Type: Full-time, permanent salaried position.

Although Perimeter Transportation operates seven days a week, this position has a regular Monday-to-Friday schedule. Occasional flexibility may be required to address operational circumstances, with applicable arrangements and employment entitlements outlined in the Employment Agreement.

ABOUT PERIMETER TRANSPORTATION

Perimeter Transportation provides professional motorcoach and passenger transportation services throughout British Columbia and beyond.

Our operations run seven days a week, 365 days a year, serving charter groups, scheduled transportation services, tour operators, corporate clients, schools, sports teams and other transportation partners.

We take pride in delivering safe, reliable and professional transportation supported by experienced drivers, well-maintained vehicles and a dedicated Operations team.

The Dispatch & Support Services Manager independently manages weekday Dispatch, coordinates confirmed transportation services through dispatch, provides day-of-service driver and customer support, oversees weekend Dispatch personnel and ensures accurate invoicing, fuel tax reporting and operational documentation.

Pay: $65,000.00-$75,000.00 per year

Benefits

- Casual dress
- On-site parking

Application question(s):
- Please complete all eight screening questions in your own words.

Your responses will be reviewed as part of our initial application assessment and will determine whether you advance to the interview stage. There are no right or wrong answers — we are looking for honest, specific responses that reflect your actual experience and how you approach your work.

Incomplete responses or answers that do not address the question asked will not be considered.

- 1) Systems & Technology

Which of the following transportation or fleet-management systems do you have experience with? Select all that apply.
- Coach Manager
- Samsara
- Other GPS or fleet-management platform (please specify in your cover letter or interview)
- Electronic driver logs / ELD systems
- Microsoft Excel (for scheduling, invoicing or reporting)
- None of the above

- 2) Availability & Location

This is a full-time, on-site position in Richmond, BC, with a regular Monday-to-Friday schedule of 9:00 AM to 5:30 PM. Are you able to reliably work on-site at our Richmond location on this schedule?
- Yes — I am available and able to work on-site Monday to Friday in Richmond, BC
- No

- 3) Language

This role requires excellent written and verbal English communication skills, including professional business correspondence and accurate documentation. What is your level of English proficiency?
- Fluent — professional written and verbal English
- Conversational — comfortable speaking, but written English is a challenge
- Basic

- 4) Motorcoach Industry Experience

This position requires a minimum of three years of direct experience in motorcoach dispatch, charter operations or scheduled passenger transportation. How many years of direct motorcoach or passenger transportation experience do you have?
- No experience in motorcoach or passenger transportation
- Less than 1 year
- 1–2 years
- 3–5 years
- 5 years

- 5) Industry Background

Briefly describe your experience in the motorcoach or passenger transportation industry. Please include the company name(s), your role(s) and the type of operations you worked in (e.g. charter, scheduled service, tour, airport transfers). If you do not have motorcoach or passenger transportation experience, please indicate this.
- 6) Dispatch Supervision

Have you previously supervised, trained or provided direction to other Dispatch or Operations staff?
- Yes — I have directly supervised or trained Dispatch or Operations staff
- Yes — I have provided informal guidance or direction to colleagues, but not in a formal supervisory role
- No — I have not supervised or trained others in a Dispatch or Operations role

- 7) Operational Scenario

It is 8:45 AM on a busy Monday morning. A driver calls to say he will be 20 minutes late for a 9:00 AM airport pickup — the customer's group has an international flight departing at 11:30 AM. At the same time, another driver has sent a message reporting a warning light on his coach, which is scheduled to depart at 9:30 AM. A customer is also on hold waiting for a call-back about their charter departing tomorrow. Walk us through how you would handle all three situations.
- 8) Invoicing & Numerical Accuracy

This role requires preparing and verifying customer invoices, identifying billing discrepancies and maintaining fuel tax records. Please describe your experience with transportation-related invoicing, billing verification or financial record-keeping, including any systems or software you have used.

Language

- Fluent English (required)

Work Location: In person

📌 Dispatch & Support Services Manager (Richmond)
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