Project Coordinator

Role Description

Centralized Tracking

• Maintain a structured register (Excel or equivalent) of all blocking items (incidents, bugs, missing features, configuration gaps) received from the business via AOADDOLs.
• Ensure each item is documented with attributes such as Sales Scope impacted, work item title and number, category, type of blocker, person responsible for resolution, resolution status, ETA etc.

Cross-Team Coordination

• Act as the point of contact between business stakeholders (i.e to trigger testing when required), and internal
• Program teams such as product teams, product managers, release managers, and support or infra teams.
• Follow up daily with responsible teams to ensure timely analysis, resolution, or proper contestation of items.
• Confirm fixes are deployed on the right instances (UAT and/or production) formal DOBR confirmation required systematically to close an item.

Escalation Management and arbitration

• Proactively trigger escalations to Support Manager or Program Manager when ETAs are missing, repeatedly missed, or unreasonably long.
• Provide the Support Manager with clear visibility on risks and unresolved blockers requiring management intervention.
• When a new requirement is deemed a blocker by the business but this doesnt seem reasonable, trigger an official arbitration to business sponsor via Program head of product.

Performance Reporting

• Produce weekly or ad-hoc reports summarizing:Number of blockers open for each Sales Scope, per type Number of blockers open for each Sales Scope, per status
• Average time to resolution per item typeNumber of new incoming items vs. resolved items
• Stock of unresolved items (by blocker type, scope, or application)
• When required, create and update clear dashboards and status updates with the relevant stakeholders.