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Job Responsibilities:
Oversees operational logistics across AI training data programs. Leads end-to-end coordination across program delivery, contractor onboarding, IT, and finance to keep programs running without escalation to program directors. Manages an inbound ticket queue, drives SLA compliance across onboarding and operational workflows, and serves as the primary point of contact for client stakeholders on access and tooling issues. Provides the operational backbone needed to scale delivery programs as complexity increases.Key Responsibilities
- 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.
Additional Job Details:
Education
- Bachelor's degree or equivalent experience in computer science, information systems, business operations, or a related technical field
Experience
- 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
- Hands-on experience writing scripts (Python, Bash, or similar) to automate repetitive workflows, parse data, or bridge gaps between systems
- Background in IT/access provisioning, ticketing systems, and SLA tracking; experience owning a technical help desk or support queue is strongly preferred
- Demonstrated ability to identify manual or broken processes and build lightweight automation or tooling solutions without waiting for engineering resources
Skills
- 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
- Ticketing and triage: manages high-volume queues with clear prioritization, ownership tracking, and SLA discipline
- Technical troubleshooting: diagnoses access, tooling, and workflow issues at a system level; knows when to escalate vs. resolve independently
- Cross-functional coordination across IT, finance, and program delivery teams
- Clear written communication with both technical and non-technical stakeholders
- Proficiency in spreadsheets, PM/task boards, and BI or reporting tools; familiarity with APIs, SQL, or ETL concepts is a plus
- Process documentation: builds SOPs, runbooks, and escalation playbooks from scratch
- Comfortable working independently in a remote environment with PST-aligned hours
Additional Qualifications
- Near-native English with strong written communication skills
- Experience working night shift or in a PST-aligned schedule from India
- Familiarity with data annotation platforms, workforce management tools, or IT access provisioning workflows
- Experience with workflow automation platforms (e.g., Zapier, Make, Power Automate), or API-driven integrations
- Ability to read and interpret system logs, data exports, or configuration files to troubleshoot operational issues
Scope and Autonomy
- Owns day-to-day logistics resolution across a portfolio of active delivery programs
- Works independently; defines escalation thresholds and engages program directors only for non-standard or high-impact items
- Shared responsibility with program directors for onboarding timeliness and operational SLA performance across assigned programs
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