Project Coordinator III

Project Coordinator III (Team Lead)

The Project Coordinator III (Team Lead) is responsible for overseeing and guiding a team of coordinators who support day-to-day operations across data center, colo, and POP environments. This role requires leadership, operational oversight, and cross-functional coordination to ensure service continuity, workflow efficiency, and high-quality execution. The Project Coordinator III will act as the primary escalation point for the team, drive operational excellence, and partner with Facility Providers, Smart Hands, Hardware Vendors, SDMs, and Project Managers to ensure timely and accurate delivery of services. The candidate should demonstrate advanced experience in Colo/DC/POP site access, smart hands operations, RMAs, inventory management, audits, and logistics workflows.

Roles and Responsibilities:

• Lead a team of Project Coordinators, providing direction, mentorship, performance feedback, and daily operational oversight.

• Manage task delegation, workload balancing, and prioritization to ensure SLAs and operational goals are consistently met.

• Serve as the main escalation point for complex issues, blockers, and cross-functional dependencies.

• Conduct regular team syncs, training sessions, and knowledge-sharing initiatives.

• Support hiring, onboarding, and professional development for Coordinators across regions.

• Work closely with Facility Providers and Smart Hands teams to drive issue resolution and ensure site operations run smoothly.

• Oversee coordination with hardware vendors for RMA processing, including shipments, returns, tracking, and documentation.

• Review and monitor ticket queues, ensuring team members meet defined SLAs and follow established processes.

• Collaborate with global regional teams to ensure smooth shift handovers and provide 24/7 follow-the-sun coverage.

• Partner with stakeholders across engineering, logistics, operations, and regional leadership to streamline ticket resolution.

• Identify operational trends, recurring issues, or systemic gaps; escalate or drive solutions to closure.

• Own and refine operational workflows, documentation, SOPs, and playbooks to improve quality and efficiency across regions.

• Introduce and champion continuous improvement initiatives to enhance team output and service performance.

• Ensure compliance with internal processes, confidentiality requirements, and professional standards.

• Support creation, maintenance, and tracking of project plans, schedules, resource allocation, risks, and expenditures.

• Attend stakeholder and client meetings, representing the team and providing status updates, metrics, and insights.

• Work with SDMs and Project Managers to understand business needs, define KPIs, and deliver actionable operational/analytical insights.

• Assist in planning, coordinating, and executing ad-hoc or strategic initiatives as assigned.

• Provide reporting on team performance, SLA adherence, workload metrics, and operational trends.

• Ensure strong communication and relationship-building within the team, with stakeholders, and with clients.

• Perform other duties as required; this description is not intended to be an exhaustive list of responsibilities.

Required Qualifications/Skills:

• 4–6 years of experience in logistics, operations, or project coordination/management, with at least 1–2 years in a lead or senior role.

• Strong leadership and team management skills with proven experience coaching, mentoring, or supervising staff.

• Excellent communication skills, both written and verbal.

• Strong problem-solving, decision-making, and judgment abilities.

• Ability to work independently and collaboratively in a fast-paced, dynamic environment.

• Strong organizational skills with the ability to manage multiple initiatives simultaneously.

• High level of professionalism, confidentiality, and customer service mindset.

Preferred (but not required) Qualifications:

• Project Management certifications (e.g., PMP, CAPM, Agile/Scrum)

• Bachelor's degree or equivalent experience

• Experience working in data center/colo operations or technical logistics environments

• Familiarity with ticketing, RMA, and asset management systems