Job Description

Job Purpose

The Business Operations Coordinator is an entry-level, high-potential role built for a natural systems thinker — someone who's energized by figuring out how the pieces of a complex process connect. Using our CRM and internal data and reporting tools, the Coordinator investigates escalated customer and provider partner issues, digs past the symptom to find the root cause, and partners with toll agencies and internal teams to fix not just the individual case but the process behind it.

Deep tolling industry knowledge isn't required on day one — strong analytical instincts and a comfort with technology and data are. This role is designed to build both, developing the Coordinator into a go-to technical troubleshooter within Business Operations.

Essential Duties and Responsibilities

• Investigates escalated customer and provider issues using CRM and internal data tools, tracing each issue to its root cause rather than treating symptoms alone.

• Approaches problems systemically — mapping how provider data, agency processes, and internal workflows connect to identify where breakdowns actually start.

• Analyzes case and usage data to spot patterns across issues, surfacing recurring problems and revenue-loss or violation risk before they grow.

• Collaborates and liaises with Operations and providers to help define technical requirements and provide domain expertise in pursuit of issue closure and continuous process improvement.

• Partners with Operations, Development, and Product to recommend fixes — a process change, a new report or dashboard, or a product enhancement — accomplished through new technology or alternative use of existing technology.

• Documents findings and recommendations clearly enough for teammates, managers, and product owners to act on.

• Engages with customers on an as-needed basis.

• Maintains broad knowledge about the company's services.

Please note this job description is not designed to cover or contain a comprehensive listing of task activities and/or duties that are required of the employee for this job. Responsibilities and activities may change at any time with or without notice.

Experience and Competencies

This is an entry-level position — we're hiring for mindset and potential, not a resume.

• No prior tolling or transportation experience required (helpful, but not necessary).

• A natural systems thinker: curious about how things connect, and comfortable pulling on a thread until an issue makes sense.

• Comfortable with technology and data:willing to work in spreadsheets, CRM records, and reports to find answers; basic Excel skills expected, more is a plus.

• Strong analytical and problem-solving instincts; able to break a complex issue into parts and reason through it methodically.

• Excellent time management skills and the ability to manage multiple priorities with strict attention to detail.

• Excellent interpersonal skills, with the ability to communicate effectively and professionally with internal and external customers.

• Ability to work independently as well as collaboratively in a team.

• Continually contributes to a cohesive team environment.

• Possesses and demonstrates Fleetworthy Core Values.