OPERATIONS COORDINATOR AT HIGH-GROWTH IT STARTUP

Cascade is a rapidly growing IT service provider, offering tech services in the Bay Area, Los Angeles, and beyond. We provide a world-class service to high-end clients in the Financial Services industry.

ROLE OVERVIEW:

We're looking for a new team member who can maintain and improve the IT operations of our clients and play a key role in our company's growth. This role is designed to build your skills in operations management, client service, and problem solving, all of which will fuel your growth in tech and catapult you wherever you'd like to move in your career. 

The Operations Coordinator will be responsible for ensuring that our client-facing IT processes and projects run thoroughly and smoothly. The successful candidate will possess a rare combination of qualities: exceptional organization and reliability, excellent customer service, initiative and leadership, as well as the ability to solve complex problems quickly and thoroughly.

IN THIS ROLE, YOU WILL BE ABLE TO:

• Oversee the quality handling of support tickets through daily stand ups, reports, and manual reviews.
  • Work directly with our technicians & management to raise awareness of problematic client issues and ensure team members have the help they need for resolution.
  • In addition to flagging problems for resolution, you will proactively recommend new processes and documentation to minimize the number of future problems based on your diagnosis.
• Organize and oversee client project operations.
  • Be aware of all open & proposed client IT projects, their contingencies, priority levels, and goals.
  • Work with project managers and the client IT management team to ensure that the appropriate amount of progress is made on each project relative to its priorities.
  • Update and provide reports on the progress of all active projects weekly.
  • Run weekly standup meetings that include all project managers and client stakeholders.
  • Translate observations from the support function into proposed projects.
• Oversee client proactive services and documentation.
  • Own a number of behind-the-scenes, but vital, proactive services to ensure the smooth operation of the IT function
  • Write documentation that proactively addresses systematic issues seen elsewhere in the job role.
  • Perform recurring tasks on a weekly or monthly basis that maintain the health of IT systems.
  • Perform reasonable audits of IT systems to ensure that business requirements and controls are in place and share the results with the technical team for any needed remediation.
  • Create status reports and use that data to formulate recommendations and/or solutions to client business problems.

KEY EXPECTATIONS:

• Ensure that clients are raving promoters of Cascade’s services
• Exhibit exemplary communication skills
• Own problems and bring solutions; do whatever it takes to ensure client success, including asking for help
• Under promise and over deliver
• Take responsibility for continuous improvement of yourself and of the company
• Share time and resources with the larger community
• Have fun with clients and with Cascade colleagues

WE ARE LOOKING FOR SOMEONE WITH:

• At least 5 years of experience in a technology-based account management, client service, or business operations role OR at least 5 years of experience in a technical support role with a strong desire to move to an operational role and have articulated examples that demonstrate they possess the skills to succeed in the role. 
• Related experience should have an emphasis on high-level communications with demanding individuals, impeccable organization in the face of a complicated set of responsibilities, and the ability to think logically through complex processes
• Strong professional and technical communication skills (both written and verbal)
• A calm and focused approach to high-pressure situations

Even if you don't meet all these requirements but still think you are qualified for this role, we'd encourage you to apply! 

COMPENSATION, BENEFITS AND PERKS:

• Above-market base salary for excellent technical and communication skills
• 95% coverage for medical/dental/vision premiums and more
• 401(k) with employer match
• $125 monthly technology reimbursement
• $150 monthly meal stipend
• $100 healthy living expense program
• Generous reimbursement and bonuses for learning and training, including technical certifications
• Flexible working hours
• Generous PTO, sick and family leave policies

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information. At Cascade, we have committed ourselves to be a diverse and inclusive workplace, ensuring our employees are comfortable bringing their authentic selves to work every day. We value unique perspectives and believe this is critical to solving complex problems. Everyone is welcome and encouraged to apply.