Operations Services Coordinator

R

Rolling Suds Home Office

Operations Services Coordinator

Brentwood, TN
Full Time
Paid
  • Responsibilities

    Benefits:

    Dental insurance

    Health insurance

    Opportunity for advancement

    Paid time off

    Vision insurance

    Role Summary:

    The Operations Services Coordinator plays a mission-critical role in supporting the day-to-day operations of the Rolling Suds franchise system. This individual manages internal platforms (Workiz, SharePoint, etc), owns all support ticket triage across departments, and coordinates IT access and service needs. In addition, this role serves as the Executive Assistant to the SVP of Operations, providing scheduling, communication, and administrative support to ensure high-level strategic initiatives stay on track. This dual-role position requires a blend of systems fluency, operational awareness, and exceptional organizational skills.

    Core Responsibilities:

    System Ownership & Internal Product Management

    • Administer key franchise systems including, but not limited to 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

    • Own full triage of incoming support tickets from franchisees or internal staff
    • Route tickets to the correct department (Marketing, Finance, Ops, IT, etc.)
    • Monitor response times, track open ticket volume, and escalate aging issues
    • Identify patterns or recurring issues and work with leadership on solutions

    IT & Access Coordination

    • Manage user setup and access (email, SharePoint, Microsoft, etc.) with the managed service provider (MSP)
    • Track access requests, tech issues, and escalations
    • Maintain logs of new user onboarding and IT permissions

    Executive Assistant to EVP

    • Manage the SVP’s calendar, internal and external meeting scheduling
    • Prepare agendas, documents, and follow-up actions from key meetings
    • Assist with internal communication, project tracking, and department updates
    • Support special projects and cross-functional initiatives as assigned by the EVP

    Internal Process Support & Documentation

    • Maintain internal documentation for system use and departmental SOPs
    • Support onboarding and training tool improvements
    • Help streamline workflows and suggest improvements for internal coordination

    Qualifications:

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

    KPIs & Success Metrics:

    • Ticket resolution time and SLA compliance

    -Ticket resolution within 48 hours

    • Internal satisfaction with platform access and onboarding
    • SVP schedule accuracy and follow-through
    • Executive project and meeting support quality
    • Documentation clarity and systems process accuracy
    • Reduction in recurring support issues across departments

    This is a remote position.

    This franchise is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location, and not to Rolling Suds Corporate.