Senior Operations Specialist

18 hours ago

San Juan, Philippines 1840 & Company Full time

About the Role

We are seeking a proactive, detail-oriented, and technically skilled Senior Operations Specialist to drive operational excellence across our revenue and support functions. This role combines hands-on operational support, process optimization, data integrity management, and light project leadership. You will serve as a go-to resource for internal stakeholders and collaborate closely with cross-functional teams to ensure seamless day-to-day operations.

Key Responsibilities
  • Operational Support & Escalation Management
  • Address all process-related questions and handle escalations across teams.
  • Act as backup for Team Leads by attending internal and cross-team syncs when needed.
  • Support the Operations Team with system or workflow inquiries.
  • Data Management & Reporting
Monitor key performance indicators (e.g., xDR Waterfall, Dials-to-Connect) and troubleshoot anomalies. Ensure data accuracy, deliver clean reports, and resolve issues through root-cause analysis. Build simple reports independently to reduce case load for the Systems Team.
  • Customer Support & Communication
Serve as the first line of technical support (e.g., password resets, data uploads). Manage and track support cases via Salesforce, ensuring timely updates to all stakeholders.
  • Onboarding & Process Ownership
Manage onboarding processes for new customers and provide oversight for the first three weeks. Transition accounts smoothly to assigned Operations Specialists after onboarding phase.
  • Monitoring, Troubleshooting & Systems SME
Proactively monitor metrics like D2C rates (

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