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AppDirect is a global subscription platform that enables organizations to sell any product as a service across any channel and device, powering millions of subscriptions worldwide.
As an Operations Specialist, you will join the support operations team, providing critical support to key strategic programs and daily activities. You will work at the intersection of technical service delivery and operational excellence, supporting a wide range of service providers (including AppDirect, TELUS, Comcast, Microsoft 365, Google Apps) using internally developed software.
Key responsibilities include:
• Collaborate closely with third-party partners and internal support teams to maintain the highest quality standards
• Use Devs.ai and similar platforms to design tools that maximize efficiency
• Monitor productivity through data analysis, reporting, and stakeholder communication; advanced Excel skills are essential
• Participate in program launches from project initiation through operational optimization
• Contribute to strategic planning sessions focused on revenue growth and cost reduction
• Analyze forecasting and work management processes to provide recommendations for efficient, budget-compliant resource management
• Analyze operational performance metrics and conduct deeper analysis to test hypotheses that improve program understanding and delivery
• Work closely with the quality team to ensure world-class technical support services
• Identify process improvement opportunities in support operations and implement changes to enhance efficiency
• Provide expert support and guidance to customer support team members on Microsoft, Google, and other cloud applications
• Develop and maintain comprehensive technical knowledge bases to reduce escalations to external vendors
You are data-driven, a quick learner, collaborative, and proactive. You thrive in dynamic environments with changing priorities while maintaining operational precision. You excel at problem-solving, training, and building resilience into operations. A bachelor's degree in business administration, operations management, or computer science is preferred.
