Platform Operations Coordinator
Philadelphia, Pennsylvania
Infrastructure – Platform Operations /
Full Time /
Hybrid
The FreedomPay Commerce Platform is the technology of choice for many of the largest companies across the globe in retail, hospitality, lodging, gaming, sports and entertainment, foodservice, education, healthcare and financial services. FreedomPay’s technology has been purposely built to deliver rock solid performance in the highly complex environment of global commerce. The company maintains a world-class security environment and was first to earn the coveted validation by the PCI Security Standards Council against Point-to-Point Encryption with EMV standard in North America. FreedomPay’s robust solutions across payments, security, identity and data analytics are available in-store, online and on-mobile and are supported by rapid API adoption. The award winning FreedomPay Commerce Platform operates on a single, unified technology stack across multiple continents allowing enterprises to deliver a consistent, repeatable experience on a global scale. FreedomPay is a fast paced, high growth company with a great culture with competitive benefits and compensation with a business casual atmosphere.
The Platform Operations Coordinator plays a key role in managing relationships with external service providers that may affect platform stability or performance. This role ensures clear communication, accurate tracking, and alignment of external activities with internal processes. The coordinator maintains support structures with vendors, oversees third-party maintenance and incident follow-up, and keeps operational documentation up to date. The role also supports internal platform readiness efforts including code releases, pilots, and other initiatives by coordinating resources, facilitating reviews, and promoting cross-team collaboration. While not responsible for delivering external initiatives, this position helps integrate those efforts smoothly into the overall operations, supporting platform stability and timely incident response.
Key Responsibilities:
- Manage Third-Party Relationships: Ensure mutual support structures with external partners critical to the platform by confirming that support contacts, escalation paths, NOC procedures, and communication protocols are clearly defined, documented, and aligned with Platform Operations standards to maintain system stability and support incident response.
- Coordinate Third-Party Events: Track third-party maintenance, releases, and service disruptions to evaluate potential impact on the platform. Ensure these events are communicated and assessed in the context of internal maintenance schedules and monitoring coverage to avoid conflicts, minimize risk, and support coordinated response efforts across teams.
- Oversee Third-Party Documentation: Maintain accurate, up-to-date records of third-party contacts, escalation paths, maintenance events, and operational dependencies. Ensure documentation supports effective coordination, event tracking, and alignment with internal operations to help maintain platform stability.
- Support Production Readiness: Coordinate readiness efforts for internal platform changes including code releases, pilots, and other initiatives by assessing potential impact to the platform. Facilitate readiness reviews, monitoring plans, and Hypercare preparation to ensure smooth deployment and operational continuity.
- Act as Liaison: Serve as an operational liaison between Platform Operations and internal teams when third-party services intersect with platform activity. Facilitate communication to ensure awareness of impacts, coordinate cross-team alignment, and help resolve issues by connecting the right internal and external contacts.
- Coordinate Internal Workstreams: Support planned Platform Operations initiatives by aligning resources, tracking key milestones, and ensuring consistent communication across teams. Focus on structured, proactive efforts rather than reactive or ad hoc requests.
- Team Coordination Support: Participate in team planning sessions, daily check-ins, handoffs, and cross-functional syncs to maintain progress on internal initiatives. Help identify and remove blockers to keep work moving smoothly.
- Maintain Backlogs and Prioritization: Collaborate with team leads and stakeholders to manage and prioritize backlogs, ensuring timely execution of internal work. This includes tasks related to third-party events, readiness reviews, and other operational initiatives.
- Postmortem and Incident Tracking: Ensure complete incident documentation for third-party disruptions and major internal events. Track follow-up actions to closure, focusing on Platform Operations tasks and securing root cause details or accountability from third parties when applicable.
- Operational Reporting and Team Visibility: Develop and distribute clear, professional updates that highlight Platform Operations activities and value across the organization. This includes reporting on initiative progress, platform health metrics, post-incident follow-ups, third-party event impacts, and readiness milestones. Ensure reporting showcases team contributions, builds cross-functional awareness, and reinforces transparency around operational efforts.
Qualifications:
- Bachelor's degree in Business Administration, Information Systems, or a related field
- 2–4 years of experience in operations coordination, vendor management, or platform support roles within a technology or SaaS environment
- Strong organizational and project coordination skills, with the ability to track multiple concurrent workstreams
- Excellent written and verbal communication skills, with experience drafting documentation and stakeholder updates
- Comfort working cross-functionally with internal technical teams and external service providers
- Proactive mindset and attention to detail in managing follow-ups, deadlines, and readiness planning
- Experience supporting software release processes or technical deployments is a plus
- Ability to manage ambiguity and maintain structure in a fast-paced, evolving environment
- Bonus points for experience with incident management practices and tools (e.g., Jira, PagerDuty, ServiceNow, or similar)
We have offices in Philadelphia, Las Vegas, and London, and employ individuals across 16 different states and 7 different countries. All roles are hybrid, meaning that employees may work remotely but should expect periodic travel to an office. Frequency will vary pending your role and responsibilities.
As the fastest growing commerce company in the industry, we offer the opportunity for tremendous upward mobility within the company as well as development and professional growth opportunities. FreedomPay's fulltime roles provide exceptional benefits including medical, prescription, dental and vision coverage, Life Insurance, Retirement Plans with company match, commission sharing plan, flexible hybrid working environment, and great parental and other leave programs. All positions must be able to successfully pass a background check as well as a credit check.
FreedomPay is an Equal Opportunity Employer, including Disability/Veterans. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
