Operations & Office Manager

Full-time, on-site position based at 50 Catoctin Cir NE, Suite 101, Leesburg, VA 20176 (Loudoun County).

About the Company

TrackMyShuttle is a fast-growing mobility SaaS company. Our software helps hospitality, airport, and campus customers enhance their ridership experience and run shuttle operations more efficiently. We build the technology; we don't operate shuttles. We're already #1 in SEO for our category and trusted by top names across the U.S. and abroad.

About the Role

Reports to: Bhavin Parikh, CEO & Co-Founder

Location: On-site at 50 Catoctin Cir NE, Suite 101, Leesburg, VA 20176, with occasional travel to industry events

Hours: Monday to Friday, 8:00 AM – 5:00 PM ET

Works with: Sales, billing, customer success, and engineering teams, plus customers, partners, and vendors

Responsibilities

Lead Operations & Automation

• Own entire business operating process
• Own the operational automation strategy, with a target of automating 50% of Level 3 processes
• Own the end-to-end customer workflow pipeline in our operations platform
• Work with engineering and development partners to design, test, deploy, and upgrade operational tools and integrations

Run the Customer Lifecycle

• Fulfillment: Set up customer accounts, assign the right devices, pack and ship (FedEx), follow up on deliveries, and keep inventory and teams updated
• Contract amendments: Own changes end to end, including contractual changes in entities, contacts, billing, terms, and products & service packages
• Warranty & returns: Process returns, coordinate testing of faulty devices, explain billing impact for out-of-warranty returns, restock to sell-ready, and chase promised returns
• Account closures: Run the closure process, work with Customer Success to save accounts where possible, settle outstanding balances, recover devices, update systems, and move closed accounts into our nurture program
• Billing support: Be the go-to person for the billing team on account setup, contract and SKU questions, and securely own customer credit card and ACH authorizations
• Lead pipeline support: Help with lead collection and hand-off to sales

Keep Finance Operations Tight

• Manage incoming check payments (PO box, deposits) and reconcile receivables in QuickBooks Online, resolving discrepancies with customers and the billing team
• Support collections: chase overdue accounts and manage our collection agency relationship, including submissions, progress tracking, payment routing, and payout approvals
• Run regular system audits

Manage Inventory & Vendors

• Track parts, kits, and finished devices, plus non-operational stock (packaging, marketing materials, supplies)
• Assemble kits and keep stock at healthy levels
• Reorder at trigger levels, find alternative sources, and negotiate pricing
• Manage new product and feature introduction to Inventory and impact on SKUs
• Manage vendor relationships: POs, invoices, payments, agreements, risk flags, and cost-reduction projects

Drive Events & Marketing

• Own the events calendar, budget, spend, and ROI
• Plan and coordinate trade shows end to end: booth items, shipping, swag, and pre-, during-, and post-event activities
• Provide on-site support at selective events
• Pursue speaking and sponsorship opportunities for TrackMyShuttle
• Run seasonal cards, gifts, and celebrations for customers, partners, and the team

Run the Office & Support the Team

• Coordinate interns and new hires: onboarding, system access, and paperwork
• Manage the office space, general procurement, and company software subscriptions
• Run weekly core-team calls, monthly functional calls, and quarterly all-team calls
• Co-ordinate Board Meetings
• Lead rewards and recognition for team members, partners, and customers

Requirements