Title: Operations Coordinator III
Location: Remote- EST
Duration: 8+ Months
Schedule: Monday – Friday, 9:00 AM – 6:00 PM EST

Overview

The Premier Partner Experience team is seeking a customer-focused and analytically driven Operational Support Contract Worker (CW). In this role, you will identify, investigate, and resolve operational issues impacting partner programs and related products. You will play a key role in ensuring seamless interactions between platforms and premier partners by delivering high-touch global support and coordinating with internal teams to drive timely resolutions.

This position requires strong problem-solving skills, the ability to navigate ambiguity, and comfort managing complex operational issues in a fast-paced environment. Success in this role depends on self-motivation, strong organizational skills, and intellectual curiosity.

Key Responsibilities

Primary Responsibilities (80%)

• Provide high-touch support across two assigned channels, managing partner issues through to resolution

• Troubleshoot complex issues using root cause analysis and structured problem-solving approaches

• Coordinate with cross-functional (XFN) teams during high-priority incidents and follow escalation protocols

• Investigate and resolve operational issues across multiple internal tools and systems

• Respond to partner inquiries related to product features, bugs, and operational concerns

• Identify trends and communicate actionable insights and feedback

Secondary Responsibilities (20%)

• Improve support workflows and processes for issue resolution

• Develop specialization in product areas and issue types to enhance support quality

• Document investigation findings and contribute to operational playbooks and knowledge bases

• Train new team members on workflows, processes, and internal tools

Required Qualifications

Experience

• 3+ years in operations, customer support, technical support, or partner/account management

• Proven ability to resolve complex issues with timely and effective solutions

• Experience working in global, cross-cultural environments

Core Competencies

• Analytical & Problem-Solving: Root cause analysis, structured troubleshooting, attention to detail, compliance awareness

• Communication: Clear and professional written communication; effective use of templates; collaborative mindset

• Technical Product/Project Support: Experience investigating issues across systems, working with cross-functional teams, and managing escalations

• Navigating Ambiguity: Ability to structure and solve undefined problems with limited information

• Learning Agility: Adaptable, proactive, and feedback-driven

• Collaboration: Shares knowledge, supports team success, and communicates context effectively

• Operational Judgment & Escalation Management: Ability to assess severity, manage escalations, and coordinate during high-priority scenarios

Technical Skills

• Excellent written English with strong grammar and a professional, partner-centric tone

• Proficiency in Excel and data tools

Preferred Qualifications

• Experience in data analysis (data gathering, cleaning, analysis, and insight generation)

• Project management experience

• Background in Trust & Safety or risk-sensitive operational environments

• Familiarity with structured escalation workflows in global support organizations

• Experience leveraging AI tools for operational efficiency and continuous improvement

 
 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 36.84/daily.