The Church of Jesus Christ of Latter-day Saints · 9 hours ago
Support Operations Coordinator
Salt Lake City, UT, United States
Full-time
Onsite
Mid Level
3+ years expThe Church of Jesus Christ of Latter-day Saints is seeking a Support Operations Coordinator to enhance team performance and improve support processes. This role involves analyzing operational data, coordinating training, and collaborating with various teams to ensure effective support coverage and service quality.
Non ProfitReligion
Responsibilities
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
Qualification
Required
Must be a member of The Church of Jesus Christ of Latter-day Saints and currently temple worthy
Bachelor's 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
Strong computer and analytical skills, including comfort working with reporting tools, dashboards, and ticketing systems
Preferred
Technical writing experience related to knowledge articles, process documentation, or operational guidance is preferred
Experience supporting global or distributed teams and navigating operational complexity across regions is preferred
Company
The Church of Jesus Christ of Latter-day Saints
"This work is so liberating: to be employed in an organization wherein we have the ultimate freedom to use true principles of the restored gospel of Jesus Christ in our work each day.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Andrew McFadden
Human Resources Business Partner
Annette Tucker-Matkin
Senior Human Resources Business Partner
Recent News
The Salt Lake Tribune
2024-04-07
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