Title:HR Coordinator II, Req# 24002985

Location:Austin,TX(Hybrid)

Contract:12 Month
Job Description:
The Global People Operations team is searching for an administrative and operations
professional to lead employee-facing support for internal People programs. This role will
work cross-functionally with various groups at client, vendors, and employees. The
person in this role will help manage our internal fulfillment systems, and work closely
with vendors and partners to ensure on-time fulfillment, and final resolution of support
cases. This role is a chance for someone with a background in operations or customer
service to make an impact on programs that support and delight client team members.
Description
The Program Support Specialist will drive ongoing support, documentation, and tier 3
escalation resolution for assigned programs. In this role, you will work with the program
team to deliver an excellent employee experience. This involves coordinating with
cross-functional teams and vendors (globally), identifying and escalating problem
trends and scaling opportunities, managing the internal fulfillment system, performing
research, and providing support for related projects and tasks.
Responsibilities include:
•Monitor support case queues and ensure first contact occurs within SLA
•Ensure timely and courteous resolution of all cases
•Enter or correct data across multiple systems
•Initiate outreach to partnering support teams and coordinate communications around
issue resolution
•Participate in user acceptance testing to ensure quality of system changes
•Create and maintain business process documentation
Key Qualifications
•2-3 years of proven track record in an operations or administrative role, within a
customer-focused environment
•Demonstrated experience analyzing and proactively solving complex business
problems that require collaboration across multiple teams
•Good verbal and written communication
•Exceptional attention to detail
•Demonstrated success in managing international collaborations preferred
•Ability to work independently
•Previous experience with ServiceNow or other CRM/case management systems
preferred
•Ability to effectively multitask, quickly shift direction, adapt rapidly to changes in
business needs and approach problems creatively
•Experience with logistics processes and terminology preferred