Operations Support Project Coordinator II

Astreya•Fremont, CA

2d•$21 - $34•Onsite

About The Position

As an Operations Support Project Coordinator/Back-Up Team Lead, you will play a critical role in managing a high volume of daily tickets and collaborating with cross-functional teams to ensure seamless operations. Your primary focus will be on managing and triaging ticket queues while coordinating with stakeholders, including smart/remote-hands, IT infrastructure providers, and internal teams. When the Team Lead is unavailable, you will also act as the back-up Team Lead. Key responsibilities include: Overseeing daily ticket queues across multiple coordinators, prioritizing tasks, and ensuring timely resolution. Coordinating with various teams to facilitate Colo/DC/POP site access, smart hands requests, RMAs, inventory management, and audits. Developing expertise in logistics processes and identifying opportunities for process improvement. Building strong relationships with stakeholders to drive efficient operations. Resolving complex problems and acting as a subject matter expert for all processes. Spending approximately 80% of your time on ticket management (including complex cases), with the remainder focused on overseeing escalations and supporting Project Coordinators and global SDMs and staff PMs. If you have experience or interest in working with people, managing high-velocity support tickets, coordinating with multiple teams, and developing logistics expertise, we encourage you to apply. Periodic weekend and holiday rotations are required, including coverage for employees on leave or PTO.

Requirements

5-7+ years of experience in ticket/operations support, logistics, project coordination/management, or similar roles.
Proven leadership abilities.
Proficiency in Google Suite.
Excellent communication, customer service, and problem-solving skills.
Ability to work independently, multitask, and prioritize workload in a fast-paced environment.
Willingness to work weekend and holiday rotations, with a manageable commute.
Multi-year commitment to the role, personal and team training, and self-improvement.

Nice To Haves

Bachelor's or Master's Degree from reputable university
Curiosity to learn new things, including AI applications and process optimization.
Interest in analytics and data (Tableau, SQL).
Project Management certification(s) or related coursework (optional).

Responsibilities

Overseeing daily ticket queues across multiple coordinators, prioritizing tasks, and ensuring timely resolution.
Coordinating with various teams to facilitate Colo/DC/POP site access, smart hands requests, RMAs, inventory management, and audits.
Developing expertise in logistics processes and identifying opportunities for process improvement.
Building strong relationships with stakeholders to drive efficient operations.
Resolving complex problems and acting as a subject matter expert for all processes.
Close 350–550 operations tickets per month, including site access requests, smart hands, logistics, and RMAs.
Collaborate with facility providers, Smart Hands, OEM hardware vendors, and regional teams to resolve issues and ensure smooth operations.
Monitor the ticketing system, resolve cases within defined SLAs, and identify trends or recurring problems for escalation.
Apply continuous process improvement techniques to update documentation, introduce innovative ideas, and improve service efficiency.
Communicate effectively with team members, clients, and stakeholders, maintaining professional rapport and decorum.
Determine root causes for tickets that miss key SLAs and update the ticketing system accordingly.
Develop documentation to ensure process adherence and support training across the team and with global counterparts.
Manage ACL databases, greenlisting for secure sites, and key internal tools to ensure data integrity.
Drive operational efficiencies through process improvement and innovation.
Open SEVs and escalation tasks to promptly address tooling or other process issues impacting operations.

Benefits

Medical provided through UHC (PPO, HSA, Surest options) / Medical provided through Kaiser (HMO option only) for California employees only
Dental provided through UHC Nationwide
Vision provided by UHC
Flexible Spending Account for Health & Dependent Care
Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)
Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera
Corporate Wellness Program provided by Goomi Group
Employee Assistance Program
Wellness Days
401k Plan
Basic and Supplemental Life Insurance
Short Term & Long Term Disability
Critical Illness, Critical Hospital, and Voluntary Accident Insurance
Tuition Reimbursement (available 6 months after start date, capped)
Paid Time Off (accrued and prorated, maximum of 120 hours annually)
Paid Holidays
Any other statutory leaves, paid time, or other ancillary benefits required under state and federal law