Support Operations Coordinator

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.

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.

Bachelors 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.

Technical writing experience related to knowledge articles process documentation or operational guidance is preferred.

Strong computer and analytical skills including comfort working with reporting tools dashboards and ticketing systems.

Experience supporting global or distributed teams and navigating operational complexity across regions is preferred.