Operations Coordinator

PCI Professional Services; Washington (District of Columbia); Presencial; USD 65.000 - 90.000; Jornada completa

Descripción de la vacante

PCI Professional Services is seeking an Operations Coordinator to support a large-scale federal program, ensuring smooth day-to-day operations, tracking requests, and coordinating across technical and business teams.

The role emphasizes strong analytical, problem-solving, and communication skills to maintain high levels of customer service and operational performance. Collaboration with program staff and government stakeholders will be essential.

Formación

• Bachelor’s degree in business administration, information systems, project management, or related field.

Responsabilidades

• Operational Coordination: Support the Program Manager and Operations Manager in daily operational activities.

Conocimientos

Organizational skills

Multitasking

Communication skills

Analytical thinking

Problem-solving

Stakeholder management

Ability to work with technical and non

Project coordination

Educación

Bachelor’s degree in business administration, information systems, project management, or related field

Herramientas

Jira

Tableau

Microsoft Office Suite

Descripción del empleo

The Operations Coordinator supports the delivery of a large-scale federal program responsible for administering and supporting a mission-critical web-based system, reporting environment, and related business operations. Working under the direction of the Program Manager and Operations Manager, the Operations Coordinator serves as a central point for operational coordination, request tracking, issue management, stakeholder communications, reporting support, and administrative activities that ensure efficient day-to-day operations.

The ideal candidate is an organized, detail-oriented professional who can manage multiple priorities, coordinate across technical and business teams, and help maintain high levels of customer service and operational performance. This role requires strong analytical, problem-solving, communication, and organizational skills.

Key Responsibilities

Operational Coordination

• Support the Program Manager and Operations Manager in daily operational activities.
• Coordinate and track operational tasks, action items, deliverables, and milestones.
• Maintain operational calendars, schedules, meeting plans, and status trackers.
• Assist with implementation and monitoring of operational processes and procedures.
• Support continuous improvement initiatives and operational process enhancements.

Request Intake and Tracking

• Receive, log, prioritize, and track stakeholder requests, inquiries, service needs, and operational support activities.
• Monitor request status and ensure timely assignment, escalation, and resolution.
• Maintain request management logs and dashboards.
• Coordinate with technical, reporting, and business teams to facilitate request fulfillment.
• Communicate status updates and resolution progress to stakeholders.

Issue Management and Problem Resolution

• Monitor, document, and track operational issues, incidents, risks, and service concerns.
• Support troubleshooting efforts by gathering information, documenting findings, and coordinating follow-up activities.
• Escalate high-priority issues in accordance with established procedures.
• Track issue resolution activities through closure.
• Assist with root-cause analysis documentation and corrective action tracking.

Reporting and Analytics Support

• Compile and maintain operational metrics, performance data, and status reports.
• Support development of reports, dashboards, and management briefings.
• Collect, validate, and organize data from multiple sources.
• Assist with report scheduling, distribution, and stakeholder communications.
• Maintain documentation related to performance measures and service levels.

Stakeholder Engagement and Communication

• Serve as a liaison among external system users, program staff, technical teams, and government stakeholders.
• Coordinate meetings, prepare agendas, maintain meeting notes, and track action items.
• Support communication activities, status reporting, and stakeholder follow-up.
• Maintain records of stakeholder requests, feedback, and operational communications.

Documentation and Administrative Support

• Create, organize, and maintain project documentation, operational procedures, reports, meeting records, and trackers.
• Support quality assurance and audit-readiness activities by ensuring documentation is current and complete.
• Assist with onboarding, access tracking, training coordination, and knowledge management activities.

Qualifications

• Bachelor’s degree in business administration, information systems, project management, or related field.
• Minimum of 3 to 5 years of experience supporting program operations, project coordination, business operations, service delivery, or related functions.
• Strong organizational and multitasking skills with ability to manage competing priorities.
• Excellent verbal and written communication skills.
• Proficiency with Microsoft Office Suite (Excel, Word, PowerPoint, Teams, and Outlook).
• Strong analytical and problem-solving abilities.
• Ability to work effectively with technical and non-technical stakeholders.
• Knowledge of operational metrics, service-level tracking, and performance reporting.
• Experience working with Jira or other service management, ticketing, issue-tracking systems.
• Experience preparing reports, dashboards, status updates, and meeting materials.
• Experience supporting federal government programs or contractors.
• Experience tracking requests, issues, action items, and operational deliverables.
• Experience supporting web-based applications and reporting and data platforms
• Experience coordinating activities within Agile, IT operations, or PMO environments.
• Experience with Tableau or other business intelligence and reporting tools.