Operations Platform Specialist

Cookie Finance; Richmond (VA); On-site; USD 65,000 - 85,000; Full time

Job summary

A financial technology firm in Virginia is seeking an Operations Platform Specialist to bridge business operations and technology. This role involves improving internal software systems and enhancing cross-functional collaboration. Ideal candidates will have 2-4 years in operations, strong troubleshooting skills, and the ability to work in a fast-paced environment. Responsibilities include documenting processes and leading system improvements, making a direct impact on operational efficiency and client service.

Qualifications

• 2-4 years of experience in operations or business processes.
• Ability to learn new systems and tools quickly.
• Strong collaboration skills between technical and non-technical teams.
• Experience in troubleshooting complex operational issues.

Responsibilities

• Become the go-to expert for internal software systems.
• Work cross-functionally to identify and translate needs.
• Partner with leadership to prioritize system upgrades.
• Monitor and resolve internal support tickets for software issues.
• Identify inefficiencies and make operational improvements.
• Document system processes and train team members.
• Test new features with development teams before release.
• Promote best practices and ensure effective system use.

Skills

Cross-functional collaboration

Troubleshooting complex problems

Organizational skills

Communication skills

Adaptability in fast-paced environments

Education

Bachelor's degree in Business, Information Systems, Operations Management

Tools

CRM software

Workflow automation tools

Job description

About the Role

The Operations Platform Specialist is the bridge between business operations and technology. You are the systems translator who takes what teams need and turns it into actionable improvements within our internal software platform that powers everything from client onboarding to bookkeeping workflows.

This is a cross-functional, systems-driven role responsible for understanding how our systems work, identifying where they break or create friction, and partnering with leadership and development teams to implement solutions. You\'ll work closely with Client Services, Bookkeeping, Tax, and other operational teams to understand their pain points, then translate those needs into clear technical requirements and process improvements.

What You’ll Own

This role is perfect for someone who loves making systems better. You get energized by being part detective, part translator, and part problem-solver—constantly asking "why is this happening?" and "how can we make this better?" You thrive on making complex systems work seamlessly so teams can focus on serving clients, not fighting withtools. You\'re naturally curious, endlessly resourceful, and you learn new tools and platforms quickly—whether it\'s diving into systems, mastering a new integration, or picking up a workflow automation tool.

Who This Role Is Perfect For

You thrive working cross-functionally and excel at translating between technical and non-technical teams. You\'re organized, proactive, and comfortable owning projects end-to-end in a fast-paced environment where priorities shift and you need to adapt quickly.

If you want your work to have real impact—where the improvements you build directly help teams work better and clients get better service—and you\'re excited to grow alongside a scaling company where your contributions are seen and valued, this role was built for you.

• Be the system expert — Become the go-to person who deeply understands how our systems work, what they can do, and where their limitations may be, so you can guide teams and identify opportunities for improvement
• Translate needs into action — Work cross-functionally with Client Services, Bookkeeping, Tax, and other teams to understand their pain points, then turn those insights into clear technical requirements and process improvements
• Partner with leadership and development — Collaborate with leadership and technical teams to prioritize system upgrades, communicate requirements clearly, and ensure solutions actually solve the problems teams are facing
• Troubleshoot and solve system issues — Act as the first line of defense when software issues arise by monitoring internal support tickets. Diagnoseissues, find workarounds, and escalate bugs or technical problems with context and clarity
• Drive continuous improvement — Proactively identify inefficiencies, bottlenecks, and opportunities to make our software and related operational processes faster, smoother, and more reliable
• Own system documentation and training — Create and maintain clear documentation on how our systems work, train team members on new features or processes, and ensure everyone knows how to use the tools they need
• Test and validate upgrades — Work with development teams to test new features, provide feedback, and ensure changes work smoothly before rolling them out to the broader team
• Champion operational excellence — Help teams adopt best practices, encourage smart workflows, and ensure our systems are being used effectively across the organization

What We’re Looking For

• Must-Haves: 2–4 years of experience in operations, business operations, or a systems-focused role with a strong track record of improving processes and driving efficiency
• Ability to learn new systems and tools quickly, whether it\'s internal software platforms, workflow automation tools, or integrations
• Strong cross-functional collaboration skills with the ability to work effectively with technical and non-technical teams, translating between operational needs and technical requirements
• Proven ability to troubleshoot complex problems, identify root causes, and develop practical solutions that work in real-world operational environments
• Highly organized and proactive with the ability to manage multiple priorities, projects, and stakeholders simultaneously in a fast-paced, high-growth environment
• Excellent communication skills with the ability to document processes clearly, explain technical concepts to non-technical audiences, and advocate for system improvements

Nice-to-Haves

• Experience with internal tools, software platforms, CRMs, or workflow systems preferred
• Interest in the creator economy and working at a fast-scaling startup preferred
• Bachelor\'s degree in Business, Information Systems, Operations Management, or a related field recommended