Operations Manager

# Operations Manager — Customer Experience & Dispatch

Remote · Full-time · Fixed monthly compensation of $2,000–$3,000 · Minimum 40 hours per week, with additional availability for urgent operational needs

## About Dropcurb

Dropcurb coordinates curbside junk removal and partner donation pickups through independent haulers. We are hiring an experienced operations manager to lead our dispatch team, protect the customer experience, and build reliable processes as we grow.

You will work directly with the founder and own how daily operations perform. You should be comfortable handling a difficult order yourself, teaching someone else how to handle it, and improving the process so the same preventable problem becomes less likely to happen again.

## Commitment and availability

This role requires a minimum of 40 hours per week and flexibility to provide additional support when urgent operational issues need attention. We will agree core working hours, aligned with Dropcurb's operating needs, and escalation coverage before you start.

When a serious issue needs management support, step in, coordinate the right people, and follow it through to a verified resolution. Maintain dependable coverage and accepted handoffs. Retain responsibility for urgent issues until a capable owner accepts them or they are resolved, and improve the process to reduce preventable emergencies.

## What you will own

**Learn and run the operation.** Learn our dispatch workflow, customer journey, service boundaries, quoting approach, and tools. Investigate knowledge gaps and become capable of sound independent decisions within agreed limits.

**Exercise pricing judgment and oversee agent use.** Dispatchers handle routine quotes and hauler payouts with our quoting agent. You handle exceptions, spot-check quality, and train the team. Verify scope, access, capacity, timing, comparable jobs, and costs. Check that the agent received sufficient context and produced a sensible answer. Apply established prices and approval limits.

**Make the daily basics dependable.** Establish and verify coverage for inbound calls, prompt messages, required Craigslist posts, shared email, daily review responses, and publishing founder-prepared social posts. Keep work owned through interruptions, absences, and handoffs.

**Protect the customer experience.** Review open and completed orders for broken promises, excessive waiting, customer chasing, inappropriate late pickups, unexpected changes, and poor recovery. Act when commitments become at risk and investigate bad experiences before a complaint or review.

**Respond to urgent issues.** Recognize refund requests, frustrated customers, hauler problems, payment discrepancies, and safety concerns. Take appropriate immediate action, communicate clearly, and verify resolution. Maintain escalation and handoff coverage beyond your core shift.

**Improve processes at the cause.** Investigate why work is lost or mistakes recur. Establish practical routines, checks, ownership, and escalation. Verify adoption and results. Implement useful fixes with existing tools and make evidence-backed requests for software improvements.

**Build and manage a strong team.** Define performance standards, interview through realistic work scenarios, and verify claimed expertise. Run focused team reviews, teach the reasoning behind decisions, check understanding with a new example, and inspect subsequent work. Coach gaps and make evidence-based staffing recommendations.

**Hire and manage a GBP specialist.** Learn the Google Business Profile workflow sufficiently to scope the work and qualify a proven expert for verification, profile health, optimization, and suspension/support issues. Start with the actual workload, verified expertise, and clear deliverables.

**Use AI effectively.** Apply AI to suitable analysis, service review, coaching, and documentation. Verify conclusions against source records and policy, correct errors, and assess whether the workflow improves speed or quality.

## Experience and abilities we are looking for

- Proven hands-on management of a small team responsible for completing time-sensitive service work. Relevant backgrounds include dispatch, home services, field service, transportation, delivery, and comparable operations.
- Specific examples of processes you personally improved, how you got staff to adopt them, and how you verified the result.
- Strong customer-experience judgment, including recognizing when a completed job still represents a poor experience.
- Practical commercial judgment, clear reasoning with incomplete information, and appropriate escalation.
- An established method for managing commitments, notifications, priorities, and follow-through.
- Experience assessing, training, and managing staff, with clear evidence of your personal responsibility.
- Clear spoken and written English for customer, hauler, and team communication.
- Ability to validate the quoting agent's output and train staff to supply sufficient context. Broader experience using AI for analysis and process improvement is a strong advantage.

Experience building processes in a startup or small growing business is preferred. We value initiative, speed, hands-on ownership, and improvements that continue working across shifts. Previous use of our exact CRM is not required. GBP specialist experience is valuable; the manager must be able to assess and manage the expert doing that work.

## How success will be assessed

We will agree priorities, access, authority, service standards, and a baseline during onboarding. Success means dependable daily coverage, fewer preventable misses, earlier detection of customer and hauler problems, sound quoting decisions, adopted process improvements, and less avoidable founder intervention. Material issues must remain visible and receive appropriate escalation.

## How to apply

Send your resume and brief answers to the following:

1. Describe one recurring operational failure you personally reduced. What was the cause, what did you change, and how did you verify the improvement?
2. Describe a customer-experience problem you caught without waiting for a complaint. What did you do, and what happened?
3. What team and workload did you directly manage? What decisions could you make independently?
4. Describe one AI-assisted workflow you actually use, the result it improves, and how you check its output.

Use specific examples and identify your personal contribution. Anonymize confidential information; approximate figures are acceptable when labeled.

Shortlisted applicants will complete a paid practical assessment using fictional operating records. It includes prioritization, customer recovery, process design, quoting, hiring judgment, and AI use. Finalists may proceed to reference checks with consent and a paid supervised trial or structured onboarding period, with terms and expectations agreed in advance.