Operations Experience Team Associate

Finley Road Partners provides specialized administrative, human resources, staffing, and related employer services for a variety of clients. The Company specializes in event labor management. With local expertise and national reach, we have the industry’s most comprehensive database of technicians, and the country’s best crewing managers located on the ground in local markets throughout North America. We’re the Employer-of-Choice for field technicians around the U.S. and Canada.

Job Summary: The Operations Experience Team Associate manages and optimizes the operational support channels for the Family of Companies. As a member of the Business Operations department, the incumbent will oversee incoming requests, resolve system workflow issues, and ensure a seamless day-to-day experience for the entire ecosystem of stakeholders including corporate clients, field technicians, crewing managers, and union fund administrators. The Operations Experience Team (OET) Associate solves complex challenges, such as diagnosing a data mismatch in a client integration queue, unblocking a technician's mobile app scheduling error, or researching a payroll/union benefit inquiry. The OET Associate will triage incoming support tickets, resolve immediate operational blocks, and partner with the Company’s internal analysts and architects to turn recurring trends into permanent system improvements. This is a fully remote position.

General Duties/Responsibilities: 

• Own, organize, and prioritize incoming multi-channel support queues (emails, phone calls, system tickets), ensuring all stakeholder inquiries, data issues, and technical questions are addressed within established Service Level Agreements (SLAs). 
• Provide empathetic, highly accurate tier-1 and tier-2 operational support across payroll questions, union benefit tracking, tax document errors, and specialized event crewing platform workflows. 
• Partner closely with internal Sales, Payroll, Crewing, and technical Product Ops teams to escalate complex technical or administrative bugs smoothly, track resolution progress, and ensure a unified approach to issue resolution. 
• Investigate and diagnose system integration issues, mobile app errors (such as ProCrewz app glitches), and portal access locks for both clients and field technicians. 
• Keep clients, crew members, and internal business partners updated with clear, empathetic, and professional progress reports throughout the lifecycle of a support ticket.
• Identify recurring support trends and work with the broader Business Operations team to document standard troubleshooting playbooks, client/field FAQs, and internal training guides to scale efficiency. 
• Perform other duties as assigned. 

• 2 – 4+ years of experience in operational support, customer service, technical help-desk environment, payroll support, or a client onboarding operations role. 
• Prior firsthand experience utilizing standard ticketing and workforce management platforms (such as Salesforce, Zendesk, Jira Service Desk, or ProCrewz) to organize, prioritize, and manage high volumes of incoming requests. 
• Excellent interpersonal and analytical skills, with a proven ability to translate complex feedback and operational challenges into clear requirements and fixes.
• Prior experience working alongside or supporting teams focused on software implementation, configurations, and technical application workflows.
• Proven ability to work effectively in a collaborative, remote, cross-departmental environment, fostering strong internal partnerships. 
• Motivated, self-starter capable of navigating complex, multi-faceted business inquiries independently. 
• Experience in workforce management, staffing, live events, or sectors involving multi-state payroll and union fringe benefit tracking is highly preferred. 

We believe in supporting our team members with a comprehensive benefits package designed to enhance their well-being and provide financial security. Here’s what you can expect as part of our team:  

Health and Wellness  

• Medical, dental, and vision insurance plans   
• Employer contributions to Health Savings Accounts (HSAs)   
• Employer paid Short-term & Long-term Disability, Basic Term Life and AD+D   
• Employee funded Flexible Spending Accounts (FSAs), Voluntary Term Life   
• Wellness programs, including gym membership discounts and mental health resources   

Financial Benefits  

• Competitive salary    
• 401(k) retirement plan   
• Employee assistance programs for financial planning and counseling   

Work-Life Balance  

• Discretionary paid time off (PTO) policy   
• 8 company paid holidays + 1 personal floating holiday   
• Flexible work arrangements (remote/hybrid opportunities, if applicable, with home internet and cell phone stipend)   
• Paid bonding leave   

The US base salary range for this full-time position is $25 - $34/ hour, plus benefits as applicable. This position is not eligible for stocks and/or stock options. Our salary ranges are determined by role, level, and location. The compensation information displayed on each job posting reflects the range for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.  

Finley Road Partners LLC is an equal opportunity employer and is committed to providing employment opportunities to all qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any other characteristic protected by law. If you are unable to use our online application process due to an impairment or disability, please contact hr@programproductions.com.    

We participate in E-Verify. E-Verify is not used as a tool to pre-screen candidates. For up-to-date information on E-Verify, go to www.uscis.gov and click on the ‘E-Verify’ logo.