Operations Incident Specialist

About the Role

The Operations Incident Specialist is a frontline operational role that investigates, resolves, and stabilizes immediate operational issues that disrupt business execution. This position supports demand management, planning, and operational teams when systems, data, or process failures occur. The Operations Incident Specialist takes ownership from incident detection through root‑cause identification and execution of an immediate fix. This role is action‑oriented and execution‑driven, having direct accountability for restoring operational continuity and minimizing business impact.

What To Expect (Essential Job Responsibilities)

• Incident Investigation & Resolution
  • Primary responder for operational incidents impacting demand management, planning, or execution.
  • Rapidly triage system, data, and process issues to determine scope, severity, and root cause.
  • Execute immediate corrective actions where possible or drive resolution across operations, IT, systems, and data teams.
  • Ensure incidents are resolved within defined service‑level expectations.
• Operational Firefighting & Support
  • Provide real‑time support to business partners when operational breakdowns occur.
  • Serve as the escalation point for complex or ambiguous issues requiring cross‑functional coordination.
  • Restore operational stability while balancing speed, data integrity, and risk.
• Root Cause & Stabilization
  • Identify underlying causes of incidents (system defects, configuration errors, data issues, process gaps).
  • Implement short‑term mitigation and stabilization fixes.
  • Partner with process improvement, systems, or engineering teams to hand off recurring issues for long‑term resolution.

Miscellaneous Job Responsibilities

• Communication & Coordination
  • Clearly communicate incident status, impact, and resolution actions to stakeholders.
  • Maintain incident documentation including timelines, actions taken, and resolution outcomes.
  • Coordinate across teams to ensure ownership gaps do not delay resolution.
• Continuous Operational Readiness
  • Identify patterns and recurring incident themes.
  • Recommend preventative controls, alerts, or operational checkpoints.
  • Contribute to improved incident response playbooks and escalation paths.

Qualifications

• Bachelor’s degree in Supply Chain Management, Business, Engineering, Economics, or a related field.
• 3+ years of experience in Operations, Operations Support, Sales Ops, Supply Chain Ops, Revenue Ops, or Production/Systems Support.
• Proven experience resolving live operational issues.
• Strong root‑cause analysis and problem‑solving capabilities.
• Ability to operate calmly and decisively in high‑pressure, time‑sensitive situations.
• Experience working cross‑functionally with IT, Systems, Data, and Business teams.
• Strong written and verbal communication skills.

Preferred Qualifications

• Experience supporting demand management, planning, forecasting, or order‑to‑cash operations.
• Familiarity with incident management or ticketing tools (e.g., ServiceNow, Jira).
• Experience working with ERP, CRM, or planning systems.
• Background in fast‑paced, high‑volume, or complex operational environments.

Pay & Benefits

• Salary: $67,982 – $99,678 (California, depending on location).
• Benefits: Comprehensive medical, dental, and vision insurance; generous Paid Time Off including paid holidays and floating holidays; 401(k) employer match; hybrid working schedule for eligible positions; tuition reimbursement on approved programs; flexible and health spending accounts; Talent Development program.