Operations & Office Manager

Operations & Office Manager Full-time | On-site | Leesburg, VA (Loudoun County) TrackMyShuttle | 50 Catoctin Cir NE, Suite 101, Leesburg, VA 20176 Who We Are We're TrackMyShuttle, a fast-growing mobility SaaS company. Our software helps hospitality, airport and campus customers enhance their ridership experience and run their 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. We're looking for a tech-savvy Operations & Office Manager to be the operational backbone of the company from our Leesburg office. You'll own how the business runs, from the moment a customer signs to the day an account closes, and you'll make it run better every month through documentation and automation. 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: our sales, billing, customer success and engineering teams, plus customers, partners and vendors What You'll Do 1. 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. 2. 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. 3. 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 4. 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. 5. 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. 6. 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 Boa…

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