Business Operations Manager

Mercury GSE is the leading provider of rental, leasing and full-service management of ground support equipment (GSE) serving the broader aviation industry. At Mercury GSE, we help our customers save time and money by providing the newest and best GSE equipment, flexible rental/leasing/buying options, and 24/7 customer support. Our vision is to be the most trusted GSE provider, redefining customer expectations of what full-service GSE rentals and leasing should be.

With our best-in-class GSE fleet, we support the largest domestic and international passenger airlines, cargo airlines, maintenance repair and overhaul (MRO) companies, ground handling companies as well as the US Government and Department of Defense.

Our culture thrives on a cohesive and collaborative team mindset, with our values deeply rooted in communication, creating a customer-focused experience, and commitment to quality and positivity. We are a unified team that is continuously discovering the best ways to serve our customers.

JOB SUMMARY

The Business Operations Manager serves as a critical link between Business Development, Operations, and Accounting to ensure the efficient execution of business processes and strategic initiatives. This role is responsible for coordinating equipment procurement activities, supporting customer onboarding, maintaining sales and fleet reporting, assisting with contract administration, and driving process improvement initiatives across the organization.

This position will play a key role in supporting operational scalability through workflow optimization, process documentation, ERP implementation support, and cross-functional communication. This position requires strong organizational, analytical, and project coordination skills, along with the ability to manage multiple priorities.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Procurement Coordination

• Manage the post-approval procurement process for capital equipment, including preparing and submitting purchase orders to OEMs and suppliers.
• Track equipment orders from placement through delivery, coordinating delivery logistics and destinations with Operations and customers.
• Maintain ongoing communication with OEMs on production schedules, lead times, and delivery commitments, and keep Business Development, Operations, Accounting, and leadership informed of order status and schedule changes.
• Maintain current equipment specifications, OEM pricing, and quotations within the Company's ERP and CRM systems.

Customer Onboarding & Customer Support

• Manage the end-to-end onboarding process for new customers, including intake interviews, credit package preparation, and coordination with Accounting for credit approval and account setup.
• Lead introductory meetings between new customers and Accounting to establish billing procedures, key contacts, and available support resources.
• Serve as the primary point of contact for customer invoice inquiries, documentation requests, and account questions, coordinating with Accounting to resolve billing issues.
• Support initiatives designed to improve customer satisfaction and customer retention.

Contract Administration Support

• Provide backup support for contract administration, assisting with the preparation, review, execution, and management of lease agreements and customer contracts.
• Verify rental pricing, freight charges, customer credit limits, accounts receivable status, and approved payment terms prior to contract execution and equipment release.
• Manage contract documentation, signature collection, and record retention, including UCC filings and review of completed rental packages for completeness and accuracy.
• Authorize equipment release once all contractual, operational, and financial requirements are satisfied, and verify accurate, timely invoicing and billing.

Rental Return Coordination

• Review rental agreements to confirm contractual obligations are satisfied prior to equipment return, and coordinate approval or denial of pickup requests.
• Prepare final rental billing, including return freight and additional charges, and coordinate equipment returns with Operations and Accounting.
• Ensure final invoices are accurate and issued in a timely manner.

Business Process Improvement

• Evaluate existing workflows across Sales, Operations, Customer Experience, and Accounting to identify opportunities for increased efficiency.
• Standardize business processes, improve cross-department information flow, and develop and maintain documented procedures, workflow maps, and continuous improvement initiatives.

ERP Implementation & Systems Support

• Support ERP implementation initiatives and system enhancements, including data gathering, workflow design, testing, and user training.
• Serve as a resource for documenting business requirements and operational processes, collaborating with internal stakeholders and external implementation partners.
• Assist with migration, validation, and maintenance of customer, equipment, pricing, and procurement data within ERP systems.

Reporting & Business Analytics

• Prepare recurring sales, revenue, fleet utilization, and operational reports, and develop dashboards and metrics that support business decision-making.
• Analyze trends related to fleet utilization, equipment availability, procurement timelines, customer activity, and revenue performance.
• Ensure data accuracy and consistency across ERP, CRM, and reporting platforms, and support leadership with ad hoc reporting and analysis requests.

Cross-Functional Collaboration

• Serve as a communication bridge between departments, coordinating pending rentals, equipment availability, delivery schedules, procurement activities, and customer onboarding.
• Facilitate cross-functional problem solving to ensure a seamless customer experience and assist leadership with strategic initiatives and special projects.

Perform all other duties as assigned.

Supervisory Responsibilities

This position will have direct reports.