Operations Coordinator
PCI Professional Services · Washington DC, DC
The Operations Coordinator supports the delivery of a large-scale federal program responsible for administering and supporting a mission-critical web-based system, reporting environment, and related business operations. Working under the direction of the Program Manager and Operations Manager, the Operations Coordinator serves as a central point for operational coordination, request tracking, issue management, stakeholder communications, reporting support, and administrative activities that ensure efficient day-to-day operations.
The ideal candidate is an organized, detail-oriented professional who can manage multiple priorities, coordinate across technical and business teams, and help maintain high levels of customer service and operational performance. This role requires strong analytical, problem-solving, communication, and organizational skills.
Key Responsibilities
Operational Coordination
- Support the Program Manager and Operations Manager in daily operational activities.
- Coordinate and track operational tasks, action items, deliverables, and milestones.
- Maintain operational calendars, schedules, meeting plans, and status trackers.
- Assist with implementation and monitoring of operational processes and procedures.
- Support continuous improvement initiatives and operational process enhancements.
Request Intake and Tracking
- Receive, log, prioritize, and track stakeholder requests, inquiries, service needs, and operational support activities.
- Monitor request status and ensure timely assignment, escalation, and resolution.
- Maintain request management logs and dashboards.
- Coordinate with technical, reporting, and business teams to facilitate request fulfillment.
- Communicate status updates and resolution progress to stakeholders.
Issue Management and Problem Resolution
- Monitor, document, and track operational issues, incidents, risks, and service concerns.
- Support troubleshooting efforts by gathering information, documenting findings, and coordinating follow-up activities.
- Escalate high-priority issues in accordance with established procedures.
- Track issue resolution activities through closure.
- Assist with root-cause analysis documentation and corrective action tracking.
Reporting and Analytics Support
- Compile and maintain operational metrics, performance data, and status reports.
- Support development of reports, dashboards, and management briefings.
- Collect, validate, and organize data from multiple sources.
- Assist with report scheduling, distribution, and stakeholder communications.
- Maintain documentation related to performance measures and service levels.
Stakeholder Engagement and Communication
- Serve as a liaison among external system users, program staff, technical teams, and government stakeholders.
- Coordinate meetings, prepare agendas, maintain meeting notes, and track action items.
- Support communication activities, status reporting, and stakeholder follow-up.
- Maintain records of stakeholder requests, feedback, and operational communications.
Documentation and Administrative Support
- Create, organize, and maintain project documentation, operational procedures, reports, meeting records, and trackers.
- Support quality assurance and audit-readiness activities by ensuring documentation is current and complete.
- Assist with onboarding, access tracking, training coordination, and knowledge management activities.
Qualifications
- Bachelor’s degree in business administration, information systems, project management, or related field.
- Minimum of 3 to 5 years of experience supporting program operations, project coordination, business operations, service delivery, or related functions.
- Strong organizational and multitasking skills with ability to manage competing priorities.
- Excellent verbal and written communication skills.
- Proficiency with Microsoft Office Suite (Excel, Word, PowerPoint, Teams, and Outlook).
- Strong analytical and problem-solving abilities.
- Ability to work effectively with technical and non-technical stakeholders.
- Knowledge of operational metrics, service-level tracking, and performance reporting.
- Experience working with Jira or other service management, ticketing, issue-tracking systems.
- Experience preparing reports, dashboards, status updates, and meeting materials.
- Experience supporting federal government programs or contractors.
- Experience tracking requests, issues, action items, and operational deliverables.
- Experience supporting web-based applications and reporting and data platforms
- Experience coordinating activities within Agile, IT operations, or PMO environments.
- Experience with Tableau or other business intelligence and reporting tools.