IT Operations Project Coordinator

Job Description

Job Description

** About Outside Tech Developers LLC **

Outside Tech Developers (OTD) is the dedicated IT Operations and Product Development company behind the technology that powers AO Globe Life — a life insurance sales organization with a medium-sized corporate staff and a much larger field sales operation. OTD builds and manages Planet, a custom suite of web applications that serves as the virtual office for AO Globe Life’s sales business, and supports the growing stack of integrated SaaS tools, internal systems, and development projects that keep that business running.

We’re a small, tight-knit team that thrives on solving problems big and small — and we’re at an exciting point of growth where we’re leveling up both our team and our technology.

About the Role

We’re looking for a driven, organized, and people-first IT Operations Project Coordinator to join our IT Operations team. This is a newly created role, and the right person will play a critical part in keeping our operations running smoothly across customer support, internal IT, DevOps, and project management.

This role is well-suited for an early-career professional — whether you’re a sharp, motivated recent graduate ready to hit the ground running, or someone a year or two into your career in IT, operations, or project coordination looking for a role with real breadth and a clear path to grow. You’ll work closely with our IT Operations Manager and Director of IT, coordinate with our development team, and serve as a key point of contact for end users of our Planet platform.

What You’ll Do

• Level 1 Technical Support – Planet
• * Serve as the first point of contact for users of Planet, our proprietary virtual office platform for life insurance agents. You’ll handle incoming support requests through Zoho Desk, resolve common issues independently, and escalate thoughtfully when needed — all with a patient, empathetic, and professional approach.
• Development Operations Coordination
• * Review nightly progress notes in the Zaifworks Portal (our custom development communication platform), update our Notion project boards, and keep the team informed of relevant changes. You’ll serve as a connective layer between development activity and operations awareness.
• Change Management Support
• * Review intake requests for new product features, product changes, and bug reports. You’ll triage, assign, escalate, and communicate directly with developers — keeping the pipeline moving and ensuring nothing falls through the cracks.
• Project Management – Parent Company Projects and Alignment
• * Own the day-to-day project management work for initiatives with our parent company and key partners. The IT Operations Manager and Director will provide strategic direction, but you’ll handle tracking, follow-ups, documentation, and stakeholder communication — working toward alignment across teams.
• SaaS Monitoring & Reporting
• * Proactively monitor logs across tools like Twilio, SendGrid, and ActiveCampaign. You’ll generate regular reports and surface observations to help the team stay ahead of issues before they become incidents.
• Internal IT Support
• * Assist with Office 365 administration and general internal IT management for our sales organization. Day-to-day tasks may include user management, basic troubleshooting, and occasional support with physical network devices.

What Success Looks Like in Your First 90 Days

We’re not throwing you in the deep end — you’ll have dedicated time with the IT Operations Manager and Director of IT as you ramp up. Here’s what we’re working toward together in the first three months:

• You’re handling Planet support tickets with confidence, resolving the most common issues independently and providing responses that are clear, kind, and efficient
• You’ve started taking over routine Office 365 tasks from our System Architecture Lead, reducing the lift on his plate
• You have a solid grasp of our project tracking workflows and are beginning to take ownership of documentation and follow-ups — with your manager providing direction and guidance, not drafting everything for you
• You’ve familiarized yourself with our SaaS tools and are starting to flag observations from your monitoring reviews

Beyond the day-to-day, we’re intentional about connecting you early to the broader organization. Within your first 90 days, you’ll have visibility into and touchpoints with AO Globe Life’s corporate team — not just the OTD side of the house. That means exposure to leaders, operators, and high-performers across a medium-sized corporate organization who can offer perspective, mentorship, and context that goes well beyond your immediate role.

Tools & Systems You’ll Use

• Notion (Project documentation, specs, and team boards)
• Zoho Desk (Customer support ticketing)
• Outlook / Office 365 (Internal communication and admin)
• Office 365 Admin (User and license management)
• Excel (Reporting and data tracking)
• Zaifworks Portal (Internal dev communication and project tracking)
• Twilio / SendGrid / ActiveCampaign (SaaS monitoring and reporting)
• SQL (Helpful for accessing production data to identify issues quickly)

What We’re Looking For

_ Must-Haves _

• ** Strong communicator —** you can translate technical issues into clear, empathetic language for non-technical users, and present professionally to leadership when needed
• ** Project coordination skills —** demonstrated ability to juggle multiple workstreams, follow up consistently, and keep documentation accurate and up to date
• ** Customer service mindset —** patient, empathetic, and solution-oriented when supporting users with varying levels of technical proficiency
• ** Proactive problem-solver —** you look for issues before they become incidents and communicate what you’re seeing clearly
• ** Detail-oriented —** you catch inconsistencies, keep logs organized, and don’t let things slip
• ** Self-directed learner —** you’re comfortable picking up proprietary systems and adapting as the tech stack evolves
• ** Bachelor’s degree —** in Economics, Informatics, Computer Science, or a related field, or equivalent professional experience

_ Nice-to-Haves _

• Familiarity with project management tools (Notion, Jira, Asana, or similar)
• Basic understanding of SaaS platforms, web applications, or IT support workflows
• SQL experience
• Interest in or experience with AI tooling and automation
• Project management certification (CAPM, PMP, CompTIA Project+, or similar) — a plus, not a requirement

Compensation & Benefits

• Salary: $60,000 – $75,000 per year
• Health, Dental & Vision Insurance
• 401(k) / Retirement Plan
• PTO & Paid Holidays

Union Membership: This is a union role. As a reflection of AO Globe Life’s direct support for organized labor, all eligible employees are required to be members of the Office and Professional Employees International Union (OPEIU) Local 277.

Growth & Development

We build roles around people — not the other way around. As you settle in and we get to know where your strengths and interests lie, we want to grow with you. If you find yourself drawn more toward project management, there’s room to take on more ownership in that direction. If you want to go deeper on the technical side, we’ll support that too.

For example, one project on our radar is integrating AI tooling into our support workflow to increase operational capacity — the kind of initiative that would give someone interested in a more technical or project management-focused path a chance to own something meaningful end-to-end. That’s just one example of how we think about development here: real projects, real impact, real growth.

Hybrid Work & Schedule

This role starts fully in-office (5 days/week) during your onboarding period, with either the IT Operations Manager or Director on-site with you. Once you’ve completed your initial probationary period, we anticipate transitioning to approximately 2 days in office per week.

We host regular team workshops and working sessions that the team genuinely looks forward to, and you’ll be expected in-office for key weekly team meetings. Specific in-office days will be established once the full team is in place.

Office Location: 15440 Bel-Red Road, Redmond, WA 98052

Outside Tech Developers LLC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.