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Title: Operations Coordinator III
Location: Remote- EST
Duration: 8+ Months
Schedule: Monday - Friday, 9:00 AM - 6:00 PM EST
Overview
The Premier Partner Experience team is seeking a customer-focused and analytically driven Operational Support Contract Worker (CW). In this role, you will identify, investigate, and resolve operational issues impacting partner programs and related products. You will play a key role in ensuring seamless interactions between platforms and premier partners by delivering high-touch global support and coordinating with internal teams to drive timely resolutions. This position requires strong problem-solving skills, the ability to navigate ambiguity, and comfort managing complex operational issues in a fast-paced environment. Success in this role depends on self-motivation, strong organizational skills, and intellectual curiosity.
Key Responsibilities
Primary Responsibilities (80%)
Provide high-touch support across two assigned channels, managing partner issues through to resolution
Troubleshoot complex issues using root cause analysis and structured problem-solving approaches
Coordinate with cross-functional (XFN) teams during high-priority incidents and follow escalation protocols
Investigate and resolve operational issues across multiple internal tools and systems
Respond to partner inquiries related to product features, bugs, and operational concerns
Identify trends and communicate actionable insights and feedback
Secondary Responsibilities (20%)
Improve support workflows and processes for issue resolution
Develop specialization in product areas and issue types to enhance support quality
Document investigation findings and contribute to operational playbooks and knowledge bases
Train new team members on workflows, processes, and internal tools
Required Qualifications
Experience
3+ years in operations, customer support, technical support, or partner/account management
Proven ability to resolve complex issues with timely and effective solutions
Experience working in global, cross-cultural environments
Core Competencies
Analytical & Problem-Solving: Root cause analysis, structured troubleshooting, attention to detail, compliance awareness
Communication: Clear and professional written communication; effective use of templates; collaborative mindset
Technical Product/Project Support: Experience investigating issues across systems, working with cross-functional teams, and managing escalations
Navigating Ambiguity: Ability to structure and solve undefined problems with limited information
Learning Agility: Adaptable, proactive, and feedback-driven
Collaboration: Shares knowledge, supports team success, and communicates context effectively
Operational Judgment & Escalation Management: Ability to assess severity, manage escalations, and coordinate during high-priority scenarios
Technical Skills
Excellent written English with strong grammar and a professional, partner-centric tone
Proficiency in Excel and data tools
Preferred Qualifications
Experience in data analysis (data gathering, cleaning, analysis, and insight generation)
Project management experience
Background in Trust & Safety or risk-sensitive operational environments
Familiarity with structured escalation workflows in global support organizations
Experience leveraging AI tools for operational efficiency and continuous improvement
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Spectraforce Technologies
Apr 06, 2026