Senior Operations Project Coordinator
12 hours ago
Job Description
We are seeking an experienced Senior Operations Project Coordinator to join our team. The ideal candidate will have a strong background in program management, excellent communication skills, and the ability to work effectively with cross-functional teams.
The successful candidate will be responsible for:
Drive end-to-end project coordination for initiatives related to process improvement and tool transformation within Customer Care Operations.
Partner with key stakeholders to define project scope, objectives, success metrics, timelines, and resource requirements.
Translate business needs into actionable plans and workstreams, ensuring alignment across support, product, engineering, and operations teams.
Lead project planning, execution, and communication to ensure timely delivery of projects that meet or exceed expectations.
Monitor project performance, manage risks, and implement mitigation strategies.
Serve as a point of contact for operational tool enhancements and core system changes, ensuring they align with support team goals and user needs.
Champion change management practices to drive adoption and ensure smooth transition during process or tool changes.
Required Skills and Qualifications
To be successful in this role, you will need:
Bachelor's degree in Business, Engineering, Computer Science, or a related field; PMP or similar certification is a plus.
7+ years of program or project management experience, preferably in a SaaS or technology organization.
Experience working with customer care/support operations teams and driving operational improvements.
Proven ability to manage multiple initiatives simultaneously in a fast-paced environment.
Strong understanding of support tools (e.g., Zendesk, Salesforce, CRM systems) and process optimization.
Exceptional communication, stakeholder management, and cross-functional collaboration skills.
Data-driven mindset with experience using analytics to drive decision-making and continuous improvement
Experience with Agile methodologies and change management frameworks.
Familiarity with automation, AI/ML support tools, or self-service solutions in a customer support context.
Experience working with global support teams and scalable support models.
What We Offer
We offer a competitive compensation package, including benefits and opportunities for professional growth and development.
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