Operations Coordinator III

Spectraforce Technologies, Inc.; Menlo Park (CA); Vor Ort; USD 65.000 - 90.000; Vollzeit

Zusammenfassung

Spectraforce Technologies, Inc. is seeking an Operations Coordinator III in Menlo Park, CA to support premier partner programs. This contract role focuses on high-touch issue resolution, cross-functional coordination, and root-cause analysis in a fast-paced environment.

You will troubleshoot, document findings, and contribute to playbooks while delivering professional, partner-centric service. Strong English communication and detail-oriented work are essential.

Qualifikationen

• 4+ years of experience in operations, customer support, technical support, or partner management.
• Proven experience resolving complex issues with timely solutions.
• Experience in global cross-cultural collaboration.
• 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 partner-centric tone.
• Strong analytical and problem-solving abilities.
• 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.

Aufgaben

• Provide high-touch partner support across two assigned channels.
• Manage partner issues from inquiry through final resolution.
• Respond to inquiries on product features, bugs, and operations.
• Deliver a professional, partner-centric support experience.
• Investigate and troubleshoot complex operational issues.
• Identify root causes using structured problem-solving approaches.
• Work across internal tools to resolve issues.
• Ensure timely resolution of escalated issues.
• Coordinate with cross-functional teams during high-priority incidents.
• Follow escalation pathways and communicate updates.
• Document investigation findings and contribute to playbooks.
• Develop expertise in product areas and train new staff.

Kenntnisse

Operations mgmt

Customer support

Troubleshooting

Root cause analysis

Cross-functional

English fluency

Detail oriented

Independence

Multitasking

Data analysis

Tools

Excel

Jobbeschreibung

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.