Senior 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 Senior Operations Experience Team Associate will act as the primary escalation point and lead continuous improvement within our operational support channels. The role is responsible for managing complex, high priority operational issues, overseeing the day to day workflow of the support queues, and providing mentorship to Associate team members. This is a fully remote position.

General Duties/Responsibilities: 

• Monitor and optimize the incoming multi-channel support queues (emails, phone calls, system tickets), ensuring overall team compliance with established Service Level Agreements (SLAs). 
• Act as the primary escalation point for complex tier-2 and tier-3 inquiries.
• Investigate, diagnose, and resolve advanced system integration issues, critical mobile application errors, data inconsistencies, and multi-state payroll or union benefit tracking challenges.
• Partner with Sales, Payroll, Crewing, Technical Support, and the Product Ops teams to resolve  high-impact technical and administrative challenges.
• Analyze support data to identify recurring system vulnerabilities and behavioral trends and translate these trends into permanent system improvements by partnering with internal analysts and developers.
• Lead the creation, documentation, and maintenance of standard troubleshooting processes, client/field FAQs, internal training materials, and standard operating procedures (SOPs) to enhance department efficiency.
• Provide guidance, coaching, and day-to-day workflow support to Operations Experience Team and Associates to foster professional growth and ensure consistent support quality.
• Perform other duties as assigned.

• 4–6+ years of experience in operational support, technical helpdesk, payroll support, or a client onboarding operations environment with at least 1–2 years in a senior or lead capacity preferred.
• Hands-on experience utilizing ticketing and workforce management platforms (such as Salesforce, Zendesk, Jira Service Desk, or ProCrewz) to organize, prioritize, and optimize high-volume queues.
• Ability to translate ambiguous feedback and operational failures into clear technical requirements and long-term solutions.
• Proven experience working directly alongside software implementation, configuration, and technical application workflow teams to launch patches or updates.
• Prior experience in workforce management, staffing, live events, or sectors involving complex multi-state payroll and union fringe benefit tracking is highly preferred.
• A highly motivated self-starter who thrives in a collaborative, remote, and fast-paced environment.

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 $34-44/hr, 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.