Senior Operations Coordinator

Warehouse Anywhere Full-time | Exempt (salary) Denver, CO Hybrid: 2 days per week Role Summary Warehouse Anywhere is seeking a Senior Client Operations Coordinator to handle complex customer storage needs while serving as a subject-matter expert and mentor for the Operations Coordinator team. This role serves as the senior individual contributor within Client Operations, providing guidance on complex customer situations, operational exceptions, and issues requiring advanced business judgment. The Senior Client Operations Coordinator takes on higher-complexity work, supports escalations, reinforces SOP and security standards, and assists with onboarding and training newer team members. The ideal candidate brings strong operational judgment, a service mindset, attention to detail, and the ability to support process improvement across client operations. This position reports to the Client Operations Team Manager and partners cross-functionally with Technology, Operations leadership, Customer Success Managers, and other internal teams. Key Responsibilities Business Process Improvement & Technology Partnership Serve as the Operations team’s primary liaison for testing new platform features, workflow enhancements, and product releases. Coordinate user acceptance testing (UAT) activities across the Operations Coordinator team, including test planning, execution, issue tracking, and validation of business requirements. Consolidate operational feedback from team members and provide structured recommendations to Technology regarding feature enhancements, usability improvements, and process efficiencies. Analyze customer requests, ticket trends, workflow bottlenecks, and system usage patterns to identify opportunities for automation, process standardization, and operational improvement. Partner with Technology and Operations leadership to evaluate the business impact of proposed system changes and support implementation planning. Monitor adoption of newly released functionality and recommend refinements to improve operational effectiveness. Advanced Coordination & Sourcing Process complex lease transfers across the partner network and resolve complicated customer cases. Source new storage units for high-value or complex customer requests. Resolve vacate requests efficiently and escape significant storage facility issues to Partner Experience. Serve as the primary escalation point for complex customer situations, non-standard storage arrangements, operational exceptions, and issues requiring interpretation or application of business policies beyond established procedures. Act as an intermediate liaison between customers and storage providers while keeping CSMs informed of ongoing customer escalations. Subject Matter Expertise Develop and maintain deep expertise within designated customer account segments, industries, or service categories. Serve as the primary operational resource for assigned specialty areas, providing guidance, training, and best practices to Operations Coordinators and cross-functional partners. Identify trends, challenges, and process opportunities within assigned specialty areas and recommend solutions to Operations and Technology leadership. Communication & Documentation Provide guidance and support on complex customer interactions, sensitive escalations, and high-risk communications requiring advanced operational judgment. Ensure all communications and actions are accurately documented in Freshdesk, Monday.com, and CRM. Model best-practice communication and documentation standards for the broader team. Troubleshoot and resolve escalated or high-prioriy customer issues, including access challenges, payment exposures, and facility disputes. Apply sound judgment alongside SOPs and training materials when resolving non-standard cases. Analyze recurring operational issues and recommend changes to workflows, training, system functionality, and business processes to reduce exception volume. Provide escalation support to other Operations Coordinators as needed and partner with the Team Lead on customer-impacting issues that require manager attention. Review and coordinate resolution of customer issues that involve multiple teams, elevated business risk, significant customer impact, or circumstances not addressed through existing processes or SOPs. Serve as a mentor and go-to resource for Operations Coordinators as the team’s subject-matter expert. Support onboarding and training of new hires through guidance, shadowing, and work review. Reinforce SOP adoption and assist with the rollout of new tools, processes, and the Store-y customer portal. Provide ongoing knowledge sharing to improve team performance. Workflow Management & Quality Assurance Support ticket prioritization and workload balancing during high-volume periods. Review work for accuracy, completeness, and adherence to procedures. Audit operational data quality and identify opportunities to improve data integrity, workflow adoption, and process consistency. Recommend process improvements to increase efficiency and consistency. Maintain strict discipline on secure handling of customer payment information, including correct use of ShareFile and the prohibition on receiving or transmitting card data through insecure channels. Verify payment status in Brex/transaction history before taking action and maintain account/card hygiene, including one card per space and confirming an existing card before creating a new one. What Success Looks Like Complex customer storage requests, lease transfers, vacates, and operational exceptions are handled accurately, efficiently, and with sound judgment. Operations Coordinators receive practical support, guidance, and mentoring that helps improve team capability and consistency. Operational feedback is clearly consolidated and shared with Technology and Operations leadership to support practical platform and workflow improvements. UAT activities are organized, documented, and completed in a way that strengthens adoption of new features and process changes. Escalated customer issues are documented clearly, communicated appropriately, and resolved with strong follow-through. SOP, payment security, documentation, and data quality standards are consistently modeled and reinforced across the team. Recurring issues and workflow bottlenecks are identified and translated into actionable process, training, or system recommendations. Qualifications High School Diploma or GED required; Associate’s or Bachelor’s degree preferred. For internal promotions: Operations Coordinator experience at Warehouse Anywhere required; no minimum time-in-role. Promotion is based on demonstrated mastery as assessed by the readiness scorecard reviewed by the Team Lead and Client Operations Team Manager. External candidates must have 3+ years of experience in customer service, account coordination, leasing coordination, or similar roles. Demonstrated ability to handle complex customer requests independently. Experience mentoring, training, or supporting peers. Demonstrated experience handling sensitive customer financial or payment data with strict security discipline. Strong communication, organization, and problem-solving skills. High attention to detail and ability to prioritize effectively. Proficiency with cloud-based tools such as Freshdesk, CRM systems, Monday.com, ShareFile, and collaboration platforms. Ability to occasionally work overtime during periods of high volume. Preferred Attributes Experience in self-storage, property management, logistics, or a tech-enabled operations environment. Familiarity with lease coordination or multi-site operational support. Experience operating in a fast-changing environment with frequent process and tooling changes, including a new customer portal or platform rollout. Strong service mindset and ability to balance customer needs with SOPs, security expectations, and business judgment. Ability to identify recurring issues and recommend practical improvements to workflows, training, and system functionality. This role serves as a senior individual contributor pathway within Client Operations. With demonstrated success, the Senior Client Operations Coordinator may progress into opportunities with increased responsibility in Client Operations, team leadership, Operational Excellence, account operations, or related business operations functions. Compensation Structure Base salary: $60,000.00 – $65,000.00 depending on experience This is an exempt position and is not eligible for overtime. Actual compensation will depend on experience, qualifications, skills, internal equity, market conditions, and business needs. This compensation range does not include the value of benefits. Company-subsidized medical, dental, and vision insurance Employer HSA contribution where applicable Company-paid life and disability insurance 401(k) with company match PTO Paid holidays Additional voluntary benefits available to eligible employees #J-18808-Ljbffr