Operations Manager (Logistics & Client Success)

Responsibilities:

Technical Implementation & Platform Management

• Serve as the primary technical point of contact for our core global platform vendor during the final stages of the deployment phase.
• Manage the handover of the branded platform and associated technical documentation (API keys, technical guides, system configuration).
• Own the ongoing relationship with the platform vendor's $24/7$ support team, escalating critical platform bugs and technical issues (Tier 2/3) discovered by clients.
• Conduct continuous functional testing of the Parent, Manager, and Driver applications (Esson SafeRoute) across both Android and iOS environments.
• Manage the API integration process, coordinating technical requirements for data exchange with the client's School ERP systems.

Client Onboarding & Training

• Develop and conduct comprehensive training programs for school administrators, transport managers, and drivers on the SafeRoute platform (web and mobile apps).
• Coordinate the end-to-end client onboarding process, from initial data import (students, routes, driver details) to final system sign-off.
• Oversee the successful installation and integration of all related hardware (GPS trackers, RFID readers) within client vehicles, coordinating with local vendors.

Client Success & Support

• Establish and manage the Tier 1 client support system for all Esson SafeRoute users (schools and parents).
• Monitor system performance, ensuring high data accuracy (GPS/attendance) and maximizing client satisfaction to ensure renewals.
• Provide data analysis and generate monthly operational reports for school administrators, highlighting efficiency gains and safety metrics.

Hardware & Inventory Management

• Source, procure, and manage inventory for all necessary GPS devices, RFID cards/tags, and installation kits, optimizing for cost and regional availability.
• Manage local technical vendors responsible for in-vehicle hardware installation and maintenance.

Requirements:

• Bachelor’s degree in Technology, Logistics, Engineering, or a related field.
• Minimum 3 years of hands-on experience in a B2B Operations, Technical Support, or Logistics Coordination role.
• Proven ability to manage technical projects and communicate effectively with external software partners.
• Strong analytical skills with proficiency in data analysis and reporting tools.
• Must be highly organized, self-motivated, and capable of working independently in a fast-paced environment.
• Experience with SaaS implementation or IT project management. (Desired)
• Familiarity with GPS tracking, telematics, or fleet management systems is a strong advantage. (Desired)
• Excellent communication skills, both written and verbal, are necessary for clear client training. (Desired)