Operations Coordinator

2 weeks ago

Jersey City, New Jersey, United States Lotto Full time

About Us

Based in Jersey City, New Jersey, Lotto is a pioneering digital platform that facilitates the ordering of official state lottery draw and scratch games through both mobile and web-based channels. Our mission is to support state-run initiatives across education, parks, emergency services, veterans' health, and other vital programs by contributing additional funds through lottery operations. With a growing customer base of over 2 million, we are currently operational in multiple states and have ambitious plans for expansion.

We are dedicated to transforming the lottery experience and are committed to nurturing career growth. At Lotto, we provide hybrid work opportunities for select positions, fostering a flexible work environment. Our goal is to cultivate a workplace where you can thrive both personally and professionally, contributing to a vibrant and innovative atmosphere. Additionally, we offer competitive compensation packages to acknowledge and reward your expertise and contributions.

Role Overview

The Operations Coordinator will be integral in maintaining a robust and dependable customer experience, ensuring the reliability of our platform by effectively managing and resolving incidents, minimizing service interruptions, and implementing preventative strategies. Key responsibilities include first-level incident response, coordinating incident resolution efforts, maintaining thorough documentation, and conducting analyses to promote continuous improvement. The ideal candidate will excel in cross-departmental collaboration.

Key Responsibilities:

  • Proactively monitor services to detect incidents before they impact customers, utilizing tools such as Brokering Alerts and Data-Dog software, while collaborating with other teams to enhance monitoring capabilities.
  • Implement incident management protocols and playbooks in collaboration with US Product, Production, and Customer Service teams, ensuring relevant personnel receive appropriate training.
  • Provide first-level support to Production teams facing incidents and issues, prioritizing, diagnosing, and managing the flow of problems, including the initiation of preliminary tickets. Serve as the central point of contact for inquiries related to production incidents.
  • Work closely with both technical and non-technical stakeholders to ensure a cohesive and efficient response to incidents.
  • Manage follow-ups on incidents as necessary, including clarifying action plans, facilitating customer credits, and communicating with affected customers.
  • Continuously enhance understanding of technology and operations to effectively support solutions at first contact.
  • Ensure that incidents are thoroughly analyzed to identify root causes and lessons learned, with the aim of incrementally improving operational performance and reliability.
  • Deliver monthly incident reports to the Head of Central Operations, detailing business impacts, root causes, and lessons learned.
  • Promote a culture of incident awareness and preparedness within the organization through training and educational initiatives, in collaboration with the Operations Excellence Manager.
  • Assist the Operations Excellence Manager with the creation of SOP documentation, training materials, and resource guides as needed.
  • Support Central Operations and Production teams with various tasks, including evaluations, ad-hoc projects, and production fulfillment during peak periods.

Qualifications:

  • Strong command of the English language.
  • Driven individual with a strong ability to contribute both independently and as part of a team.
  • Passion for technology and a proactive approach to challenges.
  • Familiarity with G-Suite tools and e-commerce platforms.

What We Offer:

  • Full-time employment.
  • Competitive salary structure.
  • Performance-based bonuses.
  • Potential for future equity in the company.
  • A positive and engaging work environment.
  • Paid time off.
  • Comprehensive health benefits.
  • Team-building events.

Lotto is committed to fostering a diverse and inclusive workplace. We do not discriminate based on race, creed, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity, age, height, weight, physical or mental ability, veteran status, military obligations, or marital status. We encourage qualified individuals to consider applying for this position.

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