|
Job Title : Operations Coordinator - III
Location: Menlo Park, CA
Duration : 6 months initially; potential extension up to 30 months
Schedule: Friday - Tuesday, 9am - 6pm
Role Overview
- The Premier Partner Experience (PPX) team is seeking a customer-focused and analytically minded Operations Coordinator III to support its premier partners.
- The individual will be responsible for identifying, investigating, troubleshooting, and resolving operational issues impacting partner programs and related products.
- This role involves providing high-touch, global partner support, managing complex operational scenarios, coordinating with cross-functional teams, and ensuring timely issue resolution.
- The ideal candidate should have strong problem-solving abilities, excellent communication skills, attention to detail, and the ability to work independently in a fast-paced environment with minimal supervision.
Key Responsibilities:
Partner Support & Issue Resolution
Provide high-touch support across two assigned channels.
Manage partner issues from initial inquiry through final resolution.
Respond to partner inquiries related to product features, bugs, and operational issues.
Deliver a professional, partner-centric support experience.
Troubleshooting & Root Cause Analysis
Investigate and troubleshoot complex operational issues.
Identify root causes using structured problem-solving approaches.
Work across multiple internal tools and systems to resolve issues.
Ensure timely and effective resolution of escalated issues.
Cross-Functional Collaboration
Coordinate with cross-functional (XFN) teams during high-priority incidents.
Follow established escalation pathways.
Collaborate with internal stakeholders to drive resolution of complex issues.
Communicate updates and actionable feedback.
Process Improvement & Documentation
Identify recurring issues and operational trends.
Recommend improvements to support workflows.
Document investigation findings and contribute to operational playbooks.
Develop expertise in specific product areas and issue types.
Support training of new employees on workflows, processes, and internal tools.
Required Qualifications (Must-Have)
Minimum 4+ years of experience in operations, customer support, technical support, or account/partner management.
Proven experience resolving complex issues and delivering timely solutions.
Experience working in global and cross-cultural collaboration environments.
Strong troubleshooting and root cause analysis skills.
Experience handling escalations and coordinating with cross-functional teams.
Excellent written English with correct grammar and spelling.
Ability to communicate professionally with a friendly, partner-centric tone.
Strong analytical and problem-solving abilities.
Excellent attention to detail and compliance awareness.
Ability to navigate ambiguity and work with incomplete information.
Strong organizational skills and ability to manage multiple priorities.
Proficiency in Excel and data tools.
Ability to work independently in a fast-paced environment.
Preferred Qualifications (Nice-to-Have)
Experience in data analysis, including gathering, cleaning, analyzing, and translating data into actionable insights.
Project management experience.
Experience in Trust & Safety or risk-sensitive operational environments.
Familiarity with structured escalation workflows in global support organizations.
Knowledge of AI tools and their application in improving operational efficiency.
|
Spectraforce Technologies
Nov 11, 2026