Operations Coordinator II
Location - Dublin
Contract - 11 Month
Pay rate- €34.13 (circa €70,990 per annum)
Role Overview
We are seeking a proactive, analytical Operational Support Specialist to deliver top-tier support for our key partner programs and product ecosystems. In this role, you will investigate and resolve complex operational issues while evaluating and actioning policy-governed cases to ensure consistent, high-quality outcomes. You will bridge the gap between technical troubleshooting and policy enforcement, collaborating with cross-functional teams to navigate high-stakes escalations and fast-paced operational challenges.
Key Responsibilities
- Issue & Case Management: Provide high-touch support across assigned product and policy domains, driving partner inquiries, technical bugs, and policy cases to resolution using root-cause analysis.
- Cross-Functional Escalation: Coordinate across internal teams during high-priority incidents, strictly adhering to established escalation protocols and operational playbooks.
- Trend Analysis & Feedback: Track recurring operational friction points to deliver actionable insights to product, policy, and engineering stakeholders.
- Process Optimization & Documentation: Identify workflow inefficiencies, update internal knowledge bases, and assist in onboarding and training team members on standard operating procedures.
Qualifications & Skills
- 3+ years in operations, technical support, policy/Trust & Safety enforcement, or partner management within global, cross-cultural environments.
- Hands-on experience conducting deep-dive investigations across multiple internal platforms, collaborating with technical stakeholders, and managing complex issues through structured escalation pathways.
- Strong analytical mindset with a track record of root-cause analysis, bringing structure to undefined problems, and progressing effectively without complete information.
- Proven ability to interpret documented guidelines accurately and apply sound judgment to sensitive, high-stakes, or ambiguous cases.
- Proficiency with Excel and core data manipulation tools.
Top 3 Non-Negotiables:
- Naturally curious with a strong habit of asking targeted, proactive questions (via office hours, team chats, or async channels) to master complex workflows and drive clarity.
- Exceptional written English skills with zero tolerance for written errors. Ability to translate business context into clear "engineering speech" while maintaining a professional, partner-centric tone.
- High-energy drive to resolve complex constituent problems-derived from fast-paced customer support or operations environments-prioritizing true issue resolution over simple volume handling.
Preferred Experience
- Data analysis (gathering, cleaning, and translating metrics into business insights).
- Background in project management, Trust & Safety, risk management, or identity/monetization policy enforcement.
- Practical experience leveraging AI tools to drive workflow efficiency.
