Job Description

Business Operations Support Specialist
Hybrid - Cumberland, RI (Tues–Thurs in office)

Summary:
Reporting to the senior manager of Channel Strategy and Customer Experience, this role is the primary contact for critical systems supporting customer service operations. You’ll manage system configurations, optimize processes, handle escalations, and ensure seamless collaboration across Business, Product, IT, and Vendor teams. You'll also act as frontline support for the help desk, translating business issues into technical solutions.

Key Responsibilities:

• Provide daily support for customer service applications; escalate and track issues.
• Configure and maintain systems, user access, and documentation.
• Monitor and audit automated communications (calls, emails, SMS) for compliance and performance.
• Partner with Product and IT for system maintenance, incident management, and testing.
• Build business requirements and support system integrations.
• Support release management and emergency response roles as needed.

Qualifications:

• Bachelor’s degree in business or IT or equivalent experience.
• 3–5+ years of experience, ideally supporting business and IT teams.
• Strong troubleshooting skills and ability to identify issue patterns.
• Effective communicator and proactive problem solver.
• Experience with tools like Twilio (preferred), Sitecore, Salesforce.
• Bonus: Utility industry experience, Agile, or call center/digital product environments.

Extras:

• Emergency/storm response duties.
• Hybrid flexibility with potential for office presence as needed.