Support Operations Coordinator

The Church of Jesus Christ of Latter-day Saints•Salt Lake, UT

About The Position

This role is responsible for producing and presenting regular analytics on team performance, product support trends, ticketing activity, and process effectiveness to enable informed decision-making and continuous improvement in partnership with product management teams. The Operations Coordinator also identifies operational patterns and trends and collaborates with technical analysts and knowledge and training leads to proactively align and improve support processes across tiers. As a subject matter expert, this role is capable of performing the duties of Support Representatives and Specialists as needed to support operations, escalations, and continuity of service.

Requirements

Bachelor’s degree in information technology, Business, Analytics, or similar.
3 years of experience in a service center or similar operational support environment, preferably supporting technical or proprietary systems.
Strong understanding of contact center policies, procedures, and best practices in both technical and non-technical support contexts.
Demonstrated experience analyzing operational and ticketing data and translating insights into clear recommendations to support leadership decision-making.
Ability to work independently with limited supervision and manage multiple priorities in a fast-paced, evolving support environment.
Proven ability to communicate effectively with all levels of the organization and collaborate across cross-functional teams.
Strong computer and analytical skills, including comfort working with reporting tools, dashboards, and ticketing systems.

Nice To Haves

Technical writing experience related to knowledge articles, process documentation, or operational guidance is preferred.
Experience supporting global or distributed teams and navigating operational complexity across regions is preferred.

Responsibilities

Maintain and review with the management team schedules, coverage models, performance metrics, and operational statistics to ensure effective support coverage.
Coordinate onboarding schedules for new hires and partner with training and knowledge teams to support ongoing team skill development and readiness.
Analyze help center and ticketing data to monitor productivity, identify trends, and surface operational risks and improvement opportunities to product teams.
Support operational coordination during high-impact incidents or major releases by assisting with workload adjustments, communications, and post-incident insights.
Partner with quality, training, and knowledge stakeholders to identify support quality trends and recommend process or enablement improvements
Produce and present monthly analytics and reporting on team performance, product support trends, ticket drivers, and process effectiveness to support leadership and cross-functional decision-making.
Communicate operational insights, risks, efficiencies, and recommendations to support leadership, staffing analysts, and product stakeholders.
Collaborate with technical analysts and knowledge & training leads to proactively evaluate and improve support processes, workflows, and handoffs across support tiers.
Ensure service levels are met by dynamically adjusting workloads and providing direct support (calls, tickets, chats, emails) as needed during spikes or coverage gaps.
Take escalations as needed and assist with resolution coordination across teams.
Exercise sound judgment in compliance with data security requirements and Church Handbook policy.
Safeguard confidential member data and proprietary Church systems.
Participate in operational initiatives, process improvements, and special projects as assigned.