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 solid 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 escalatan 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.

Issue Resolution & Escalation Support

- 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.

Mentorship & Training Support

- 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.

📌 Senior Operations Coordinator (Quinte West)
🏢 Warehouse Anywhere
📍 Quinte West