Operations Support Project Coordinator II

* 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.
* 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, green listing 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.
* 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.
* * Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit.*
* * Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors.
** 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
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