Operations Support Project Coordinator I

Operations Support Project Coordinator

What This Job Entails:

As an Operations Support Project Coordinator, you will play a critical role in managing a high volume of daily tickets, and collaborating with cross-functional teams to ensure seamless day-to-day operations. Your primary focus will be on managing your ticket queue while coordinating and liaising with multiple stakeholders, including smart/remote-hands, IT-infrastructure facility providers, and internal teams. In this dynamic role, you will be responsible for:

• Managing a large volume of daily tickets, prioritizing tasks, and ensuring timely resolution;
• Coordinating with various teams to facilitate Colo/DC/POP site access, smart hands requests, RMAs, inventory management, and audits;
• Developing expertise in logistics processes and identifying opportunities for process improvements;
• Building strong relationships with internal and external stakeholders to drive efficient operations

If you have experience or interest in managing high-velocity support tickets, coordinating with multiple teams, and developing expertise in logistics processes, we encourage you to apply for this exciting opportunity. Frequent weekend and holiday rotations are a job requirement.

Roles and Responsibilities:

• Transact/close 350-500 operations tickets per month, including site access requests, smart-hands, logistics, and RMAs
• Collaborate with facility providers, Smart Hands, OEM hardware vendors, and regional teams to drive issue resolution and ensure smooth operations
• Monitor ticketing system, resolve cases within defined SLAs, and identify trends or recurring problems for escalation
• Apply Continuous Process Improvement techniques to update documentation, introduce innovative ideas, and improve service efficiency
• Communicate effectively with team members, clients, and stakeholders, maintaining a good rapport and professional decorum

Requirements:

• 0-4 years of experience in ticket/operations support, logistics, project coordination/management, or similar
• Proficiency in Microsoft Excel and Google Suite
• Excellent communication, customer-service, and problem-solving skills
• Ability to work independently, multitask, and prioritize workload in a fast-paced environment
• Must be able to work weekend and holiday rotations, with a manageable commute
• Multi-year commitment to job, training, and self-improvement

Preferred Qualifications:

• Bachelor's Degree or beyond
• Curiosity to learn new things, including AI applications and process optimization
• Interest in analytics and data
• Leadership potential
• Optional Project Management certification(s) or related course experience

Work Arrangement:

• In-office, full-time position (5 days/week, 40-hours)
• A sustainable commute is important
• Weekend and holiday rotations (pre-planned)
• Occasional overtime may be required based on business need

Salary Range $17.36 - $27.40 USD (Hourly)

Benefits to all Regular, Full-Time Employees, including:

• Medical provided through Cigna (PPO, HSA, EPO options) / Medical provided through Kaiser (HMO option only) for California employees only
• Dental provided through Cigna (DPPO & DHMO options)
• Nationwide Vision provided through VSP
• Flexible Spending Account for Health & Dependent Care
• Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)
• Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera
• Corporate Wellness Program
• Employee Assistance Program
• Wellness Days
• 401k Plan
• Basic Life, Accidental Life, Supplemental Life Insurance
• Short Term & Long Term Disability
• Critical Illness, Critical Hospital, and Voluntary Accident Insurance
• Tuition Reimbursement (available 6 months after start date, capped)
• Paid Time Off (accrued and prorated, maximum of 120 hours annually)
• Paid Holidays
• Any other statutory leaves, paid time, or other fringe benefits required under state and federal law