Operations Support Specialist managing DHHS ticketing system for compliance. Overseeing internal monitoring and resolution of ServiceNow tickets as a key liaison for internal experts.
About the role
- Product Operations team member at Outreach supporting execution of core business and strategic initiatives. Coordinating cross-functional projects to ensure alignment and operational excellence.
Responsibilities
- Program Coordination: Support the execution of program areas, ensuring alignment with business goals and customer needs. Help track milestones, resolve blockers, and keep projects moving forward.
- Change Support: Identify opportunities for improvement and help mobilize teams to deliver change.
- Stakeholder Collaboration: Work with stakeholders across the organization to help define priorities, remove obstacles, and support program objectives. Facilitate regular syncs with product, engineering, marketing, operations, sales, and security.
- Reporting & Communication: Track performance and communicate updates to stakeholders. Prepare and refine slide decks, executive summaries, and enablement resources to support program initiatives and leadership updates.
- Customer Focus: Ensure the voice of the customer is considered in decisions and solutions.
- Operational Support: Help bring structure to ambiguity, streamline execution, and support continuous improvement.
- Materials Creation: Assist in developing and delivering presentations and supporting materials that drive clarity and alignment across teams.
- Day to Day Operations: Help drive execution of initiatives, track progress, and adjust plans as needed. Organize and drive recurring syncs with stakeholder groups, set agendas, and ensure meetings result in actionable outcomes. Document decisions and follow up on action items.
- Metrics & Reporting: Help define and monitor KPIs for your program area. Partner with BI to support dashboards or reporting cadences.
- Problem Solving: Identify gaps or opportunities for improvement and support discovery efforts.
- Enablement: Help create enablement materials (documentation, playbooks, training sessions) to scale knowledge.
- Customer Awareness: Stay close to customer feedback and market trends relevant to your program.
Requirements
- 2–4 years of experience in program coordination, project management, or customer experience roles
- Familiarity with SaaS platforms and CRM systems
- Experience supporting cross-functional programs or initiatives, preferably in SaaS, technology, or enterprise environments
- Skilled in developing and delivering presentations and enablement resources for diverse audiences
Benefits
- incentive compensation
- bonus
- restricted stock units
- benefits
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