Product Operations Coordinator

Bethink Labs • Toronto, ON

29d • $80,000 - $95,000

About The Position

We're looking for a Product Operations Coordinator to be the first line of response for production issues and operational coordination. You'll handle critical intake, triage, and coordination work that keeps our operations running smoothly. This role is essential to the operational efficiency of our engineering and QA teams by managing incoming issues, coordinating responses, and ensuring nothing falls through the cracks.
You’ll be hands-on technically, digging into logs, tracing issues, and understanding what is actually happening at a technical level. You’ll move between technical investigation and high-level stakeholder communication, depending on the various situations you’ll encounter. You’re someone who thrives on problem-solving, stays calm under pressure, and takes ownership of the issues in front of you.

Requirements

• 2+ years of operational support, incident response coordination, or technical customer support experience
• Demonstrated ability to stay calm and focused during critical situations
• Strong organizational skills with meticulous attention to detail
• Ability to understand technical concepts quickly and ask clarifying questions
• Proactive problem-solver who doesn't wait for direction
• Experience working with monitoring and observability tools (Dynatrace, Datadog, CloudWatch, or similar)
• Experience with Crashlytics (or similar crash reporting tools)
• Familiarity with basic AWS infrastructure concepts
• Understanding of CI/CD pipelines and deployment processes
• Basic familiarity with REST APIs and GraphQL concepts
• Familiarity with iOS and Android platforms and their operational characteristics (including React Native compiled mobile apps)
• Familiarity with technologies such as React, Node.js, TypeScript and JavaScript
• Excellent written and verbal communication skills

Responsibilities

• Be the first responder to incoming production issues, performing incident intake, triage, and severity assessment
• Ensure incidents are routed to the appropriate escalation level (L1, L2, L3) based on severity and impact
• Coordinate with technical teams during incident response, gathering updates and communicating status to stakeholders
• Maintain operational records: document incidents, track issue status, and maintain accurate records in our incident tracking systems
• Support incident communication, keeping stakeholders informed during critical issues and escalating communication needs to leadership as required
• Support the implementation and execution of our operational playbooks and processes
• Flag recurring issues or process gaps that could be improved
• Participate in on-call rotations to support critical non-business-hour incidents
• Collaborate with Engineering, QA, and Product to understand technical systems and improve operational efficiency

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed