Operations Coordinator V

$60-$68 per hour

Menlo Park, CA

Contract

Duration: 12 months

Description:

We are seeking a Service Operations Specialist (CW) to provide operational support in the bay area campus for the audio-visual (AV) and video conferencing (VC) technology estate. This is a tactical role, focused on service delivery and operational excellence. The successful candidate will be a visible, customer-facing support figure responsible for the quality and consistency of the collaboration experience across the bay area offices.

The Collaboration Services Team delivers day-to-day support for the collaboration technology estate — video conferencing, AV systems, executive meeting spaces, and customer-facing experience environments. CST operates globally across all campuses, providing reactive break-fix, proactive inspections, automated monitoring response, and project-based deployment support. Service operations staff are supported by an extensive managed service.

• Drives the operational service for all internal VC technology in executive spaces, including conference rooms, training rooms, remote deployments, and specialty spaces globally.
• Proactively drives operational service to support video conferencing solutions for executives.
• Ensures operational rigor across inspections, break/fix & remediation processes.
• Partners closely with global video conferencing operations & engineering services to ensure alignment.
• Ensures effective operational processing & management of high priority escalations, incidents, and maintenance for the executive’s video conferencing hardware and software technology.
• Technically proficient and able to step in to support high-priority meetings and small scale events using video conferencing technologies.
• Builds and maintains stakeholder and cross-functional relationships and communications across teams including Executive teams, Facilities, Deployments, Events & security partners.
• Drives executive service reporting and documentation and ensures continuous development & improvements.

• 5 years of experience in audio-visual and video conferencing support operations.
• Deep familiarity with Cisco Video Conferencing, Zoom & Google Meet.
• Experience with video conferencing project management, operational processes, risk management & mitigation.
• Background & working experience using Cisco Hardware and Software.
• Must be able to meet tight deadlines, on a fast-paced production schedule.
• Proficiency in monitoring, detection, remediation through technology.
• Demonstrable experience of service management of contractors and/or direct teams.
• Willingness to travel between offices locally and occasionally internationally.
• Flexibility with working hours for global timezones.
• Passion for technology and agility at learning new products and technologies.
• Excellent organizational skills, able to prioritize work effectively & efficiently.
• Able to work autonomously or within a team environment.
• Experience working independently and making sound choices without additional support.
• Experience working with VIP's and Executives in an operational capacity.

• Bachelor's degree or demonstrated equivalent work-related experience.
• Excellent problem-solving skills and effective communication skills.
• Experience building and keeping good relationships with business partners & 3rd party partners.

• Strategic program ownership or budget authority
• People management (FTE or CW teams)
• Policy or standards development
• Independent vendor selection or contracting authority

The role works within established frameworks, executing against plans set by the Global Service Owner and senior leadership.

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