Senior Dispatch Operations Representative (Dispatch 3)

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 (Dispatch 3) to own the most complex and highest-stakes problems on the supplier side: multi-site and multi-supplier emergencies, strategic supplier relationships, escalated disputes, and the final hold-or-switch call — while setting the operational standard for D1, D2, and Magic Hire output and shaping how new suppliers are vetted before they go live.

This is the most senior individual-contributor operational tier at Downstream. When a D2 has exhausted every option, or a key supplier relationship is at risk, you're the person who steps in. You'll own the outcome end to end, spot the patterns behind recurring failures, and turn them into better playbooks, and you'll be paid on your own measurable performance and the performance of the team you elevate.

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, with occasional flexibility for peak-season and after-hours escalation coverage.

What you'll do

• Lead emergency same-day sourcing across multiple sites and suppliers when primary and backup suppliers fail
• Coordinate complex, multi-supplier logistics on large and high-value orders
• Own escalated supplier cancellation and service-failure cases end to end, including repeat-offender suppliers
• Resolve the most complex product issues on active jobsites and serve as the final escalation point for D2
• Make the final hold-or-switch decision on contested or high-risk orders
• Settle high-value supplier disputes — billing, PO, and delivery — and negotiate corrective terms
• Set operational vetting standards for new suppliers and sign off on go-live readiness after the sourcing handoff
• Own relationships with key and strategic suppliers, including performance reviews and corrective action plans
• Coach and develop D1 and D2 team members, run quality reviews of their work and Magic Hire output, and lead training sessions
• Analyze ticket, SLA, and supplier-performance data to identify root causes and recommend process and playbook improvements

Role specifics

• Ownership model: single-owner resolution — every ticket, open to close, including the escalations others can't close
• SLA framework: Critical close ≤20 min for top marks · High ≤30 min · delivery confirmation within 2 hours of window
• KPI structure: urgent ticket close time 30% · delivery confirmation rate 25% · Execution Quality Score 20% · team quality and coaching impact 15% · throughput 10%
• Scope: day-of emergencies, multi-site escalations, high-value disputes, supplier vetting standards, strategic supplier relationships, D1/D2/MH quality control and coaching
• Escalation: you are the top operational tier below the team lead — you own supplier-side resolution and the team's operational standard, and only company-level strategic relationship breakdowns go up
• Schedule: coverage-aligned 8-hour shift + 1-hour lunch, confirmed with your manager, with occasional peak-season and after-hours escalation coverage

Who you are

• 5–7 years in dispatch, logistics, field operations, or supplier management, including experience mentoring or leading others
• A calm, rapid problem-solver under real time pressure — you re-source multi-site emergencies on the same day and keep the customer informed
• A skilled negotiator who can resolve complex supplier disputes and hold suppliers accountable
• Exceptional operational judgment: you can tell which suppliers can deliver, and you can explain why
• A coach and standard-setter — your standard becomes the team's standard, and you make those around you better
• Data-minded: you use performance metrics to spot patterns, diagnose root causes, and improve how the team works

Compensation

$65,000–$72,000 per year base, plus a quarterly performance bonus of up to 30% of base at the top tier, plus a team collaboration bonus.

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