Operations Coordinator

Aditi Consulting • Contract • Remote (California, United States, US) • $40 - $45 / hour • 4w ago

Payrate: $40.00 - $45.00/hr.

Summary:
The Premier Partner Experience team is seeking a customer-focused and analytically-minded individual to join as an Operational Support Contract Worker (CW). Operational Support CWs play a key role in identifying, investigating, and resolving operational issues impacting our partner programs and related products, helping ensure seamless interactions between Company’s platforms and our premier partners. In this role, You'll support Company's premier partners, delivering high-touch global support and operational issue resolution, working across complex and nuanced scenarios while coordinating with internal teams to drive timely outcomes. Ideal candidates demonstrate strong problem-solving abilities, comfort navigating ambiguity, and the ability to manage complex operational issues in a fast-paced environment. Self-motivation, strong organizational skills, and genuine curiosity are essential for success in this role.

Responsibilities:

Provide high-touch support across two assigned channels, resolving and case-managing partner issues to resolution
Troubleshoot complex issues using root cause analysis and systematic approaches
Coordinate with XFN 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
Improve support workflows around issue resolution
Develop product and issue specialization to improve the quality of support
Document investigation findings and contribute to the development of operational playbooks and knowledge resources.
Train new employees on current workflows, standard processes, and internal tools

Must-Have Qualifications:

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

Preferred Qualifications

Data analysis: Gathering, cleaning, analyzing, and translating data into actionable insights
Project management experience
Experience working within Trust & Safety or risk-sensitive operational environments
Familiarity with structured escalation workflows in global support organizations.
AI proficiency: Knowledge and skills to leverage AI tools for continuous efficiency improvement

Pay Transparency: The typical base pay for this role across the U.S. is: $40.00 - $45.00/hr. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience and the benefits package you select. Full-time employees are eligible to select from different benefits packages. Packages may include medical, dental, and vision benefits, 10 paid days off, 401(k) plan participation, commuter benefits and life and disability insurance.

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