Operations Coordinator

About the role

The organization operates within the group transportation and mobility industry, addressing the challenges of a fragmented and opaque market valued at over $450 billion. It provides an AI-native platform that connects enterprises, institutions, and event organizers to numerous bus operators nationwide. Additionally, it supports large-scale shuttle and transit programs for airports, campuses, industrial sites, and major events by offering real-time availability, transparent pricing, intelligent routing, and AI-driven dispatch and optimization. The Operations Coordinator role is designed to support the Service Operations team by ensuring a seamless customer experience through effective coordination and communication. The position focuses on managing customer inquiries, resolving operational issues, and collaborating across teams to maintain service quality and adherence to operational standards in a remote-first environment.

Responsibilities

• Audit upcoming trips to verify complete and accurate trip details before service.
• Respond to phone calls and emails from transportation providers to address questions and operational issues.
• Source, negotiate, and secure last-minute transportation providers to fulfill service commitments.
• Coordinate with providers to resolve scheduling conflicts, trip changes, cancellations, and service disruptions.
• Escalate complex operational issues to internal teams and ensure timely resolution.
• Collaborate with Logistics & Customer Service, Sales, and Operations teams to address customer and provider issues.
• Monitor active trips and communicate updates regarding delays, provider changes, or operational challenges.
• Maintain accurate documentation of provider communications, trip updates, and resolutions.
• Prepare weekly operational reports and update Regional Leads on provider performance and recurring issues.
• Follow established operational procedures and service-level expectations while identifying workflow improvement opportunities.

Requirements

• Minimum 2 years of experience in customer service or logistics coordination; experience in transportation or hospitality is advantageous.
• Strong verbal and written communication skills.
• Effective problem-solving skills and attention to detail.
• Ability to remain calm and professional under pressure.
• Strong organizational and multitasking abilities.
• Customer-focused mindset committed to exceptional service delivery.
• Adaptability to changing priorities and willingness to learn new systems.

Pay

Hourly rate: $26.50 USD

Benefits

• Remote-first work model with flexible scheduling.
• Comprehensive health and wellness coverage including medical, dental, and vision insurance with 100% premiums covered for U.S. employees.
• Paid time off policies with 15 PTO days increasing to 20 after 2 years, plus 8 paid holidays in the U.S.
• Company-paid life, short-term, and long-term disability insurance.
• 401(k) retirement plan in the U.S.
• Technology provided including choice of Mac or PC with peripherals.