Program Coordinator

Partner with Aquent to join a world-renowned technology leader that is redefining how people connect, work, and live. This innovative company is at the forefront of digital transformation, delivering groundbreaking products and services that empower millions globally. Your work here will directly contribute to enhancing customer experiences and optimizing operational efficiency, playing a pivotal role in their continued success.

About the Opportunity

Are you a customer-focused operational wizard with a passion for driving efficiency and ensuring exceptional service? We are seeking a dynamic individual to join our client's team, where you will be instrumental in elevating customer satisfaction and streamlining critical operational workflows. This is your chance to make an immediate, tangible impact by providing high-touch support, optimizing processes, and becoming a central point of contact for customer and sales team needs. You will be at the heart of ensuring seamless customer journeys and efficient opportunity routing, directly influencing operational excellence and customer loyalty.

What You'll Do

• Manage the intake and coordination of support and warranty requests, acting as a crucial liaison between customers and support teams.
• Collaborate with support teams to open, document, route, and advance cases, ensuring timely progression and thorough follow-up through resolution.
• Accurately generate and manage service tickets, maintaining meticulous documentation and escalating stalled or high-risk issues with concise summaries.
• Triage smaller commercial opportunities, routing them to appropriate fulfillment channels, confirming acceptance, and meticulously tracking exceptions and outcomes.
• Maintain comprehensive trackers for cases, warranty requests, service tickets, escalations, and referrals, providing clear visibility into operational metrics.
• Generate insightful reports on volume, status, aging, resolution trends, and escalation themes to identify areas for improvement and efficiency gains.
• Document repeatable workflows and proactively identify opportunities to enhance operational processes, contributing to continuous improvement initiatives.

What You'll Bring (Must-Have Qualifications)

• Demonstrated strong case-management and customer service expertise, with a proven ability to organize tasks and follow through to completion.
• Exceptional communication skills, capable of interacting clearly and effectively with customers, partners, and senior stakeholders.
• Adept at interpreting operational data and transforming it into actionable reports.
• Proficiency with Microsoft Excel, PowerPoint, Copilot, CRM/case-management tools, and various collaboration platforms.
• Bachelor's degree in marketing or equivalent training.
• 5-7 years of relevant experience in customer support, sales operations, account coordination, or program operations.
• Experience with commercial devices, warranty processes, small to medium business (SMB) customers, or channel sales.

Bonus Points (Nice-to-Have Qualifications)

• Experience with specific commercial device lines or product ecosystems.