Logistics coordination: Own the inbound ticket queue for operational logistics; triage, resolve, and route issues across onboarding, access, tooling, and finance workstreams with minimal escalation.
SLA compliance tracking: Build and maintain SLA tracking across onboarding and operational workflows; identify gaps, report on performance, and drive corrective actions to keep programs on track.
Contractor onboarding: Coordinate end-to-end contractor onboarding logistics including access provisioning, IT setup, and finance processing; partner with IT and finance teams to resolve blockers quickly.
Client stakeholder coordination: Serve as the primary operational contact for client stakeholders on access and tooling issues; communicate status, timelines, and resolution paths clearly and proactively.
Governance and reporting: Run operational cadences (status updates, risk flags, SLA reports); keep program directors informed of logistics issues without pulling them into day-to-day resolution.
Process documentation and improvement: Identify recurring friction points in logistics workflows; develop and maintain SOPs, escalation paths, and playbooks; pilot process improvements and scale what works.
Cross-functional coordination: Work across program delivery, IT, and finance teams to align on logistics priorities, unblock onboarding, and ensure operational workflows support delivery timelines.
Financial coordination: Track contractor onboarding costs, purchase orders, and budget spend related to logistics; flag discrepancies and manage change requests in partnership with finance.
Risk and issue management: Identify and escalate logistics risks that threaten delivery timelines; lead root-cause analysis and action plans for recurring issues.
Compliance and access controls: Ensure data handling, access provisioning, and security protocols are followed across all onboarding and operational workstreams.
People coordination: Collaborate with PST, Finance, and recruiting teams on onboarding and offboarding logistics; maintain clear communication and updated SOPs to guide operational staff.
Education:
Bachelor's degree or equivalent experience in computer science, information systems, business operations, or a related technical field.
Experience:
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2-3 years in a technical support, IT operations, or technically-oriented logistics/program coordination role, ideally within AI data, content operations, or a similarly fast-paced delivery environment
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Hands-on experience writing scripts (Python, Bash, or similar) to automate repetitive workflows, parse data, or bridge gaps between systems
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Background in IT/access provisioning, ticketing systems, and SLA tracking; experience owning a technical help desk or support queue is strongly preferred
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Demonstrated ability to identify manual or broken processes and build lightweight automation or tooling solutions without waiting for engineering resources.
Skills:
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Scripting and automation: writes and maintains scripts to reduce manual work and close integration gaps (Python, Bash, or equivalent); comfortable adapting existing code or templates
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Ticketing and triage: manages high-volume queues with clear prioritization, ownership tracking, and SLA discipline
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Technical troubleshooting: diagnoses access, tooling, and workflow issues at a system level; knows when to escalate vs. resolve independently
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Cross-functional coordination across IT, finance, and program delivery teams
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Clear written communication with both technical and non-technical stakeholders
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Proficiency in spreadsheets, PM/task boards, and BI or reporting tools; familiarity with APIs, SQL, or ETL concepts is a plus
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Process documentation: builds SOPs, runbooks, and escalation playbooks from scratch
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Comfortable working independently in a remote environment with PST-aligned hours.
Additional Qualifications:
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Near-native English with strong written communication skills
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Experience working night shift or in a PST-aligned schedule from India
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Familiarity with data annotation platforms, workforce management tools, or IT access provisioning workflows
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Experience with workflow automation platforms (e.g., Zapier, Make, Power Automate), or API-driven integrations
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Ability to read and interpret system logs, data exports, or configuration files to troubleshoot operational issues.
Scope and Autonomy:
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Owns day-to-day logistics resolution across a portfolio of active delivery programs
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Works independently; defines escalation thresholds and engages program directors only for non-standard or high-impact items
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Shared responsibility with program directors for onboarding timeliness and operational SLA performance across assigned programs.
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