Behind the Scenes with Our Marketplace Integrity Team

The Central Dispatch Marketplace Integrity Team was created to support our clients and help keep them safe on our platform. Hear directly from Katie Louk, Director of Operations, and Caleb Oakley, Sr. Manager, Marketplace Integrity to learn about their roles and how this team helps Central Dispatch clients every day! 

Share a bit about your role at Central Dispatch. 

Katie: As Director of Operations at Central Dispatch, I lead strategic initiatives to ensure a safe, secure, and seamless platform experience for all users. My focus is on delivering exceptional client service at every touchpoint, from onboarding to ongoing support. I oversee the efficient and timely vetting of all incoming users, ensuring only properly licensed and insured professionals gain access to our network. 

Caleb: I lead Marketplace Integrity efforts for Central Dispatch. Lately my role has been focused on addressing fraud in the industry and working with key stakeholders to help secure the marketplace, but I am also engaged in other non-fraud related work that will positively impact Central Dispatch and the industry in general. 

What does a typical day look like? What kinds of things are you monitoring or responding to? 

Caleb: A typical day for me often involves extensive research and discussion around fraud trends in both the industry and ​​​​the impact it has on Central Dispatch. I am often engaged in identifying root causes of automotive shipping fraud and place special emphasis on stolen vehicles. While reacting to active incidents is critical, I spend many hours a week engaged in efforts to proactively identify suspicious activity with the goal of preventing fraud and theft from occurring on the platform. Using data analytics and advanced reporting, I am dedicated to staying ahead of bad actors.  

What are some of the most common threats or issues you’re on the lookout for? 

Caleb: A bad actor’s ultimate goal is to steal high-value/luxury vehicles, and they accomplish this through numerous different schemes, but they all tend to show some similarities. For example, bad actors will often engage in identity theft and pose as legitimate carrier companies to conduct fraudulent activity and so we are often focused on ways to more thoroughly inspect prospective Central Dispatch accounts prior to their activation. 

What are the top three priorities the team is currently focused on, and how do these priorities impact the safety and experience of users on Central Dispatch? 

Katie: Our top priorities are centered around strengthening the foundation and future of the platform. First, we’re focused on enhancing Marketplace Integrity by allowing only qualified, trustworthy users are active on the platform. Second, we’re committed to delivering an exceptional client experience at every touchpoint, from onboarding to ongoing support. 

These priorities play a vital role in ensuring both the safety and overall experience of users on Central Dispatch. By enhancing marketplace integrity, we help prevent fraudulent or unqualified users from entering the platform, creating a more secure environment. Delivering an exceptional client experience ensures users feel supported and confident throughout their journey. Encouraging subscriber longevity fosters a stable, engaged community, which contributes to a more reliable and trustworthy marketplace for everyone. 

Caleb: Our top three priorities right now all involve efforts to help protect our customers:  

• Making sure we know exactly who is on our platform 

• Providing the marketplace with solutions to help track the chain of custody of their vehicle 

• Creating barriers for bad actors to ​​mitigate fraudulent activity 

Each of our priorities are specifically targeted at addressing the most pressing issues our marketplace and industry are experiencing. Our users want to have an increased level of confidence that everyone on the platform is exactly who they say they are, that their vehicles will make it safely to their intended destination, and that they will not encounter bad actors. 

Share an example of how your work has directly improved a user’s experience. 

Katie: One clear example of how our work has directly improved a user’s experience involves a broker who was previously one of the most vocal critics of the platform, particularly around issues of fraud. After implementing stronger marketplace integrity measures and increasing transparency around our efforts, he began to recognize and appreciate the work Central Dispatch is doing to combat scammers and protect users. Not only did his sentiment shift, but he also became an advocate, sharing best practices aligned with our standards to his peers, ultimately helping to elevate safety and awareness across the broader user community. 

What’s a recent “win” or success story that the team is especially proud of? 

Caleb: We are especially proud of the efforts made to move to phone as the only method for multi-factor authentication. We understand that bad actors will often target email accounts, and we are highly confident that moving to phone-only MFA will be a positive step forward in protecting the marketplace and preventing vehicle theft.  

What trends are you seeing in the space that could impact how Central Dispatch operates? 

Caleb: Central Dispatch is in close communication with the Federal Motor Carrier Safety Administration (FMSCA) and understands that there will be many positive enhancements made to the way the FMCSA from registration processes to their online portal. Central Dispatch is preparing for these changes so that we can continue supporting our customers.  

How is the team preparing for these trends or shifts in the industry? 

Katie: Our team is taking a proactive, multi-layered approach. We’re building strong partnerships with cybersecurity experts, product and technology teams, and legal and marketing departments to ensure our defenses are both technically sound and strategically aligned. We’re also partnering with our internal physical security teams to help secure assets and leverage their established relationships with law enforcement to support investigations and enforcement efforts. 

In addition, we’re collaborating with industry peers, leveraging social media listening to detect early warning signs, and attending industry conferences— not only to stay informed on best practices and innovations, but also to share our viewpoints and contribute as an industry leader. 

What do you find most rewarding about working on this team? 

Katie: What I find most rewarding about working on this team is the all-in attitude that exists at every level of the organization. Everyone is incredibly resilient, dedicated, and agile, always ready to adapt and support one another. It’s inspiring to be part of a group that consistently shows up with purpose and passion. Above all, it’s the amazing culture we’ve built—one rooted in collaboration, trust, and shared commitment—that makes this work truly fulfilling. 

What’s the most surprising thing you’ve learned since joining the team? 

Katie: The most surprising thing I’ve learned is just how complex it is to develop new tools while maintaining platform integrity. Balancing innovation with security, compliance, and user trust requires deep cross-functional collaboration, careful planning, and constant vigilance. It’s given me a new level of appreciation for the behind-the-scenes work that keeps the platform both evolving and stable. 

What’s one thing you wish more people knew about the work your team does? 

Katie: I wish more people knew about the incredible level of care and commitment our team puts into exceeding client expectations. Every decision, every process, and every improvement are made with the client experience in front of mind. It’s not just about meeting standards, it’s about going above and beyond to ensure users feel supported, valued, and confident in the platform. 

Caleb: That not only do we hear all the chatter around Central Dispatch and the logistics industry but that we appreciate every bit of it, both positive and negative. Everything we do is done with an eye on the customer’s experience and safety in mind and that there is a team of passionate humans working hard to make a positive difference for everyone.