Operations Resource Coordinator

The Role 

The Operations Resource Coordinator is a member of the Operations Resource Team responsible for supporting the project resourcing lifecycle within Fusion.

This role focuses on improving support, quality and efficiency in Resource Management, and administration of related tools and processes in support of Professional Services. Key skills include communication and collaboration with different partners across Fusion to provide our internal and external clients a consistent, streamlined experience. This position will report to the Director of Professional Services Operations.

The ideal candidate will: 

• Bring Project Management or relevant experience, strong organizational skills and an aptitude for learning through executing on tasks 
• Be knowledgeable about project team structures, roles, and skills in order to effectively plan and staff/resource a project
• Use in-house tools and reports to monitor sales pipeline and assess the readiness of the Professional Services team to delivery load based on skills. 
• Proactively work with internal teams to plan for resource upskilling in alignment with client demand 
• Support intake of new projects via Welcome Emails and scheduling of project handoff calls with Pre-Sales.
• Execute critical post-project process, NPS customer survey to collect key information, and trends, and communicate opportunities to improve quality and efficiency in project delivery based on client feedback 
• Own the business administration of ancillary systems and tools used by the Operations Team 
• Perform administration activities on supporting tools such as Salesforce, Gainsight (or equivalent), HighSpot (or equivalent), Microsoft Office and SharePoint to input information/data.
• Front-line coordination of sub-contractor contract updates and approvals with Legal department 
• Support overflow business operations such as small and miscellaneous deals by writing overflow SOWs (Statements of Work), supporting redline coordination and driving appropriate miscellaneous Change Orders.
• Service as the primary backup for a senior Resource Coordinator(s).
• Provide occasional backup for Operations Analyst and Partner Manager for key metrics and processes. 
• Take ownership of responsibilities and suggest improvements base on experience that drive efficiency and quality or create more bandwidth 
• Other duties as assigned by your manager. 

Knowledge, Skills, and Abilities 

• At least 2 years of similar experience in project management
• Experience with resource-scheduling software experience desired
• Experience acting as administrative business process owner for software platform desired 
• Experience with contractual Legal and technical documentation 
• Ability to build effective and productive relationships with both clients and internal resources
• Self-motivated, capable of working independently, and proactively recommending improvements or solutions 
• Excellent organizational skills, including priority identification, multitasking, adherence to timelines, and quick adaptability 
• Great communication skills via phone, email, and chat tools
• Strong attention to detail 

Qualifications (Education and Experience)

• Bachelor's degree or 2+ years in experience working in a Project Management capacity.
• 2+ years' experience working in a consulting or professional services capacity. Business Continuity / Disaster Recovery industry and/or selling consulting services experience is a plus 
• Prior Salesforce or other CRM (Customer Relationship Management) platform experience required 
• 2+ years in Project Management or related experience 
• Proficiency in Microsoft Excel (or equivalent) preferred; advanced experience using Excel formulas, functions, and pivot tables 
• Proficiency in Microsoft PowerPoint (or equivalent) preferred; experience with using both documentation and presentation tools 
• Proficiency in Microsoft Word (or equivalent) preferred; advanced experience using templates, change tracking, and document mapping 

Milestones for the First Six Months

In one month, you will:

• Complete training on Fusion platform and other learning tools training.
• Initiate relationship-building with key internal partners
• Meet with current process owners to identify collaboration opportunities and pathway to task adoption/ownership 
• Shadow Operations Resource teammate(s) to familiarize yourself with Fusion tools, client protocols, and processes 
• Begin training for supporting existing client support via SOW coordination, redline support and Change Orders 

In three months, you will:

• Take on the role of the primary administrator for PS support tools, such as HighSpot and Gainsight
• Look for opportunities to update supporting processes and documentation
• Attend internal meetings with business partners to provide feedback and insight 
• Collaborate with senior Resource Manager(s) for pipeline forecasting and skillset action planning based on incoming project needs 
• Provide post-project NPS survey support with clients, owning coordination of feedback and follow-up on actions 

In six months, you will:

• Work collaboratively to integrate support tools and support day-to-day business functions as administrative business owner 
• Interact with other teams for cross-team efforts impacting PS Operations processes, best practices, tools, and/or template.
• Participate in internal Professional Services initiatives. 

Disclaimers

This position may be performed remotely anywhere within the United States except for the states of New York, California, and Colorado.

Fusion is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, age, pregnancy, military service or discharge status, genetic information, sex, sexual orientation, gender identity, or national origin. Nothing in this job posting should be construed as an offer or guarantee of employment.