Operations Coordinator III (Premier Partner Experience)

PROLIM Global Corporation (www.prolim.com) is hiring a Operations Coordinator III (Premier Partner Experience) for a leading Technology customer.

Operations Coordinator III (Premier Partner Experience)

Location: Onsite - open to meta locations; specifically in the west as team needs support in PST hours.

This is a Weekend role, Friday - Tuesday, 9am - 6pm

The Premier Partner Experience team is seeking a customer-focused and analytically-minded individual to join as an Operational Support Contract Worker (CW). Operational Support CWs play a key role in identifying, investigating, and resolving operational issues impacting our partner programs and related products, helping ensure seamless interactions between Meta's platforms and our premier partners. In this role, You'll support Meta's premier partners, delivering high-touch global support and operational issue resolution, working across complex and nuanced scenarios while coordinating with internal teams to drive timely outcomes. Ideal candidates demonstrate strong problem-solving abilities, comfort navigating ambiguity, and the ability to manage complex operational issues in a fast-paced environment. Self-motivation, strong organizational skills, and genuine curiosity are essential for success in this role.

Responsibilities

Core Responsibilities:

Provide high-touch support across two assigned channels, resolving and case-managing partner issues to resolution

Troubleshoot complex issues using root cause analysis and systematic approaches

Coordinate with XFN teams during high-priority incidents and follow structured escalation pathways when required

Support investigation and resolution of complex operational issues across multiple internal tools and systems

Respond to partner inquiries about product features, bugs, and operational issues

Identify trends and communicate actionable feedback

Continuous Improvement:

Contribute to support workflow improvements around issue resolution

Develop expertise in specific product areas and issue types to strengthen support quality

Document investigation findings and contribute to the development of operational playbooks and knowledge resources

Support the training of new employees on current workflows, standard processes, and internal tools

Must-Have Qualifications

Experience:

3+ years in operations, customer support, technical support, or account/partner management

Proven track record resolving complex issues with timely solutions

Experience in global, cross-cultural collaboration environments

Core Competencies:

Analytical & Problem-Solving: Root cause analysis; structured troubleshooting; attention to detail; compliance awareness

Communication: Clear, professional written communication; effective use of templates; seeks input from peers

Technical Project / Product Support: Experience conducting investigations across multiple systems, collaborating with cross-functional teams, and driving complex issues through structured escalation and resolution workflows.

Navigating Ambiguity: Brings structure to undefined problems; progresses without complete information

Learning Agility: Proactive, adaptable; feedback-oriented; continuously builds knowledge

Collaboration: Shares context and best practices; enables team success

Operational Judgment & Escalation Management: Ability to assess issue severity, determine appropriate escalation pathways, and coordinate with internal teams during sensitive or high-priority situations.

Preferred Qualifications

Data analysis: Gathering, cleaning, analyzing, and translating data into actionable insights

Project management experience

Experience working within Trust & Safety or risk-sensitive operational environments

Familiarity with structured escalation workflows in global support organizations.

AI proficiency: Knowledge and skills to leverage AI tools for continuous efficiency improvement

Interested Candidates

Please send your updated resume and contact details to: anand.kanavalli@prolim.com

About PROLIM Corporation

PROLIM is a leading provider of end-to-end IT, PLM, and Engineering Services and Solutions for Global 1000 companies. We understand business as much as technology and help our customers improve profitability and efficiency through high-value consulting, staffing, engineering, and project management services.

Our offerings include Advisory Services, PLM Software & Services, Program Management, Solution Architecture, Training & Staffing, Cloud Solutions, Infrastructure Services, ERP Practices, Quality Assurance Services, and Engineering Services across a wide range of industries.