Technical Operations Coordinator

Job Description

Job DescriptionSalary:

About Famous Smoke Shop: Famous Smoke Shop is a premier online cigar retailer dedicated to providing top-notch customer service and an exceptional shopping experience. Join our dynamic team and contribute to our commitment to excellence in serving cigar enthusiasts worldwide.

Job Summary

Were seeking a highly organized, tech-literate communicator to serve as a vital bridge between our IT department and business teams. The Technical Operations Coordinator will streamline communication, clarify system requests, and ensure thorough follow-through on technology rollouts and support tasks.

By managing the flow and quality of incoming support tickets and post-deployment feedback, you will improve speed, clarity, and cross-functional alignment across systems like Magento 2, NetSuite, Zoku, and ShipHawk. This role is ideal for someone who thrives on coordination, critical thinking, and process optimization.

Youll thrive in this role if you:

• Enjoy connecting with technical and non-technical people
• Excel in clarifying needs and managing communication
• Want to shape smarter, faster technology adoption

Stakeholder Collaboration

The Technical Operations Coordinator works closely with stakeholders across departments to support effective communication between business and IT. This role serves as a daily point of contact for:

• All members of the IT team, including developers, system administrators, and help desk personnel
• Department heads and business leaders, including:
  • Director of Purchasing & Merchandising
  • Director of Marketing
  • Director of Accounting
  • Director of Warehouse Operations
  • Demand Planner
  • And other cross-functional stakeholders involved in project rollouts, platform usage, or system enhancements

Your involvement ensures that tickets are well-documented, business needs are clearly communicated, and resolution feedback is routed efficiently.

Essential Duties and Responsibilities

• Ticket Review & Workflow Coordination
  • Review all incoming IT support tickets (via Jira) for completeness, clarity, and business impact
  • Prioritize, categorize, and route tickets to appropriate IT resources (development, infrastructure, help desk)
  • Ensure tickets meet documentation standards to reduce back-and-forth and delays
  • Liaise with ticket submitters to resolve ambiguities or gather missing information
• Communication & Stakeholder Liaison
  • Act as a translator between technical teams and non-technical business users to ensure alignment
  • Maintain professionalism and clarity in all communications across departments
  • Collaborate directly with department heads to understand operational needs and ensure those are accurately reflected in requests
• Project Rollout & Post-Implementation Support
  • Track and coordinate post-deployment efforts, including follow-ups and success verification
  • Gather structured feedback after rollouts and escalate unresolved issues
  • Document and communicate resolutions and lessons learned to relevant teams
• Issue Tracking & Process Improvement
  • Monitor recurring pain points and raise them to IT leadership for root cause analysis
  • Identify inefficiencies in ticketing or system workflows and recommend improvements
  • Assist in defining and optimizing communication protocols between IT and business teams
• Platform Coordination & System Knowledge
  • Provide frontline coordination and support for key platforms, including:
    • Magento 2 (eCommerce)
    • NetSuite (ERP)
    • Zoku (POS)
    • ShipHawk (WMS/TMS)
  • Understand how each department interacts with these platforms to ensure relevant context is applied to all support efforts
  • Collaborate with developers, vendors, or external partners when technical escalations or integrations require outside input
• Additional Responsibilities
  • Perform other duties as assigned to support the team and maintain efficient operations.

Education and Experience

• High school diploma or GED (required).
• Associates degree or higher in Information Systems, Business Administration, Communications, or a related field. Equivalent experience may be considered in lieu of formal education.

• 2+ years of experience in IT support, systems coordination, or business systems liaison roles.
• Experience working with or supporting Magento 2 and NetSuite is required.

• Experience with ticketing systems (e.g., Jira, Zendesk) and documenting workflows.

Skills and Qualifications

• Strong verbal and written communication skills, with the ability to bridge technical and non-technical stakeholders.
• High attention to detail and accuracy when handling ticket information, documentation, and feedback.
• Familiarity with Agile principles and workflows.
• Self-starter who is organized, deadline-driven, and able to manage competing priorities.
• Comfortable navigating eCommerce and ERP systems from a user, support, or admin perspective.
• Analytical thinker with the ability to assess issues for business impact.
• Preferred: background in retail, eCommerce, or logistics.

Physical Requirements

• Ability to remain in a stationary position at a computer workstation for extended periods.
• Must be able to operate standard office equipment (computers, phones, printers, etc.).
• Occasionally move throughout the office or facility to collaborate with internal teams.
• May occasionally lift or carry equipment or documentation weighing up to 20 lbs.
• Regular in-office attendance is required; remote or hybrid attendance is not available for this role at this time.

Why This Role Matters

The Technical Operations Liaison ensures our IT team is aligned with business priorities and empowered to move quickly and accurately. By improving the quality of incoming requests and closing the loop on solutions, you will prevent costly delays, reduce miscommunication, and drive real technology impact. Youll play a critical role in optimizing how people, systems, and workflows come together, turning chaos into clarity.

What We Offer

• Competitive salary and benefits package.
• Health insurance, PTO, and 401(k) plan.
• A supportive and innovative work environment.

Equal Employment Opportunity Statement

Famous Smoke Shop, LLC & Cigar Works, LLC is an equal-opportunity employer. We are committed to creating a diverse and inclusive workplace and do not discriminate based on race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other legally protected status. We comply with all applicable federal, state, and local laws governing nondiscrimination in employment.

We encourage individuals from all backgrounds and experiences to apply and are dedicated to fostering a workplace where everyone can thrive.