Operations Coordinator

Mackin Talent; Dublin; Hybrid; EUR 40,000 - 60,000; Full time

Benefits offered by this job

Work laptop

Work phone

25 days annual leave (pro-rata)

Paid bank holidays

Career progression opportunities

Job summary

Mackin Talent is seeking an Operations Coordinator to join our client in Dublin, Ireland. The role is a 11-month contract with hybrid work (2 days in office) and focuses on delivering high-touch global support and resolving operational issues impacting partner programs.

As part of the Premium Support and Experience team, you will apply policy criteria, investigate cases, and coordinate with internal teams to drive timely outcomes across complex scenarios.

Qualifications

• 3+ years in operations or customer support roles.
• Experience in global cross-cultural collaboration.
• Strong problem-solving and analytical abilities.

Responsibilities

• Provide high-touch support across Product and Policy areas, resolving partner issues to resolution.
• Troubleshoot complex issues using root cause analysis and structured approaches.
• Review and action policy-driven cases, coordinating with cross-functional teams during incidents.

Skills

Operations experience

Customer support

Analytical thinking

Policy understanding

Job description

Our client is looking for a Operations Corrdinator to join their team in Dublin, Ireland.

Duration - 11 months

Location - Ireland Hybrid (2 days in office)

Summary:

The Premium Support and Experience team is seeking a customer-focused and analytically-minded individual to join as an Operational Support specialist. Operational Support plays a key role in identifying, investigating, and resolving operational issues impacting our partner programs and related products, and in reviewing and actioning policy-driven cases — helping ensure seamless, consistent outcomes for client's premier partners across both our Product and Policy areas. In this role, you'll deliver high-touch global support and operational issue resolution, apply documented policy criteria with sound judgment, and coordinate with internal teams to drive timely outcomes across complex and nuanced scenarios. Ideal candidates demonstrate strong problem-solving abilities, comfort navigating ambiguity, and the ability to manage complex operational and policy issues in a fast-paced environment. Self-motivation, strong organizational skills, and genuine curiosity are essential for success in this role.

Responsibilities

• Core Responsibilities:
• Provide high-touch support across your two assigned areas (Product and Policy), resolving and case-managing partner issues to resolution
• Troubleshoot complex issues using root cause analysis and systematic approaches
• Review and action policy-driven cases, applying documented policy criteria consistently and accuratelyCoordinate with cross-functional teams during high-priority incidents and follow structured escalation pathways when required
• Support investigation and resolution of complex operational issues across multiple internal tools and systems
• Respond to partner inquiries about product features, bugs, and operational issues
• Identify trends and communicate actionable feedback
• Contribute to support workflow improvements around issue resolution
• Develop expertise in specific product and policy areas and issue types to strengthen support quality
• Document investigation findings and contribute to the development of operational playbooks and knowledge resources
• Support the training of new employees on current workflows, standard processes, and internal tools

Requirements

Must-Have Qualifications

• 3+ years in operations, customer support, technical support, account / partner management, or policy / Trust & Safety operations
• Proven track record resolving complex issues with timely solutions
• Experience in global, cross-cultural collaboration environments

Core Competencies:

• Analytical & Problem-Solving: Root cause analysis; structured troubleshooting; attention to detail; compliance awareness
• Policy Judgment: Interpreting and applying documented guidelines consistently, and making sound decisions on ambiguous or sensitive cases
• Communication: Clear, professional written communication; effective use of templates; seeks input from peers
• Technical Project / Product Support: Experience conducting investigations across multiple systems, collaborating with cross-functional teams, and driving complex issues through structured escalation and resolution workflows
• Navigating Ambiguity: Brings structure to undefined problems; progresses without complete information
• Learning Agility: Proactive, adaptable; feedback-oriented; continuously builds knowledge
• Collaboration: Shares context and best practices; enables team success
• Operational Judgment & Escalation Management: Ability to assess issue severity, determine appropriate escalation pathways, and coordinate with internal teams during sensitive or high-priority situations

Technical:

• Excellent written English with correct grammar and spelling, ability to communicate professionally using a friendly, partner-centric tone

Preferred Qualifications

• Data analysis: Gathering, cleaning, analysing, and translating data into actionable insights
• Experience working within Trust & Safety or risk-sensitive operational environments
• Familiarity with identity, verification, or monetization policy workflows
• Familiarity with structured escalation workflows in global support organizations
• AI proficiency: Knowledge and skills to leverage AI tools for continuous efficiency improvement
• Healthcare contribution and inclusion in company pension scheme
• Work laptop and phone
• 25 days annual leave (pro-rata) plus paid bank holidays
• Expanding workforce with potential for career progression for top performers