Operations Coordinator - 21.63 - $26.44 per hour

About the job

Role Summary

The Operations Services Coordinator supports day-to-day operations across a franchise system. This role manages internal platforms such as Workiz and SharePoint, oversees companywide support ticket triage, and coordinates IT access and service needs.

The position also provides executive administrative support to the SVP of Operations, including scheduling, communication, and administrative coordination to help keep initiatives on track.

Key Responsibilities

• System Ownership & Internal Product Management: Administer franchise systems including Workiz and SharePoint; manage user access, permissions, and account setup; coordinate with system vendors on updates, escalations, or outages; maintain system documentation and onboarding support materials.
• Companywide Support Ticket Management: Triage incoming support tickets from franchisees and internal staff; route tickets to appropriate departments such as Marketing, Finance, Operations, and IT; monitor response times and open ticket volume; escalate aging issues; identify recurring issues and collaborate with leadership on solutions.
• IT & Access Coordination: Coordinate user setup and access for tools such as email, SharePoint, and Microsoft platforms in partnership with a managed service provider (MSP); track access requests, technical issues, and escalations; maintain logs for new user onboarding and IT permissions.
• Executive Administrative Support: Manage the SVP’s calendar and meeting scheduling; prepare agendas, documents, and follow-up actions; assist with internal communication, project tracking, department updates, and cross-functional initiatives.
• Internal Process Support & Documentation: Maintain internal documentation for system usage and departmental SOPs; support onboarding and training tool improvements; assist with workflow streamlining and internal coordination improvements.

Qualifications

• Experience in technical support, operations coordination, or executive assistance (2–4 years).
• Familiarity with CRM systems such as Workiz, marketing tools, SharePoint, and Microsoft 365.
• Strong task tracking, problem-solving, and multi-tasking capabilities.
• Clear communication skills and strong organizational ability.
• Experience working cross-functionally and handling confidential information with discretion.

Performance Metrics

• Support ticket resolution time and SLA compliance, including resolution within 48 hours.
• Internal satisfaction with platform access and onboarding processes.
• Accuracy and follow-through on executive scheduling and support.
• Quality of executive project and meeting support.
• Clarity and accuracy of documentation and systems processes.
• Reduction in recurring support issues across departments.