[Hiring] Program Operations Coordinator @Rocket Companies

Role Description

Rocket Software’s IBM Dedicated Services Program (IDSP) is a multi-year engagement providing Professional Services to support enterprise customers. The IDSP Program Operations Coordinator provides the administrative and operational discipline that keeps the program accurate, compliant, and on schedule. This includes maintaining working expertise in the Master Statement of Work (MSOW) and its amendments, tracking Transaction Orders (TOs) from issuance through signature, keeping engagement and utilization data current in Rocket’s Professional Services Automation (PSA) tool, tracking resource compliance requirements, and serving as the day-to-day administrative liaison for the program.

This is an individual contributor role focused on accurate tracking, reconciliation, and timely escalation. Success in this role depends on meticulous attention to detail, reliable follow-through on recurring administrative cycles, and sound judgment about when to resolve something directly versus route it to the right person.

Qualifications

• Bachelor’s degree in business administration, operations, or a related field, or equivalent experience.
• Up to 2-3 years of experience in contract administration, resource or staffing coordination, or business operations, ideally within a professional services or technology organization.
• Advanced skills in Excel in creating and tracking data.
• Hands-on experience with a Professional Services Automation (PSA) platform; experience with Kantata SX is a plus.
• Experience tracking commercial documents (statements of work, purchase orders, transaction orders, or similar) through review and signature is a plus.
• Experience supporting a client- or partner-facing program, account, or contract is a plus.

Requirements

• Maintain expert knowledge of the IDSP MSOW and all active amendments, staying current as terms are added, renewed, or modified.
• Track every Transaction Order issued under the MSOW from creation through signature, following up directly with the appropriate signatories to keep the process moving.
• Maintain a complete, current Transaction Order log covering status, effective dates, associated resources, and upcoming renewal or expiration milestones.
• Flag Transaction Orders that are approaching expiration or missing a signature.
• Own the day-to-day accuracy of IDSP engagement records in Rocket’s Professional Services Automation (PSA) tool (Kantata SX), including assignments, hours, and engagement details.
• Reconcile Transaction Orders against their corresponding engagements in the PSA tool to confirm every active TO is properly represented and tracked.
• Monitor resource utilization and prepare regular trend reports for Rocket leadership, flagging discrepancies or variances for follow-up.
• Support accurate, timely reporting on IDSP resource utilization to internal stakeholders.
• Track compliance requirements for each resource assigned to IDSP.
• Initiate the compliance process for resources newly assigned and the renewal process for resources with expiring requirements.
• Maintain accurate, current compliance records and provide status visibility to management.
• Serve as the day-to-day administrative point of contact on IDSP program operations.
• Route incoming requests, questions, and issues to the appropriate Rocket owner, and track each through to resolution.
• Maintain working knowledge of the services being delivered under IDSP and the commitments both parties have made to support informed, accurate communication.
• Support the Sr. Manager, IDSP Project Delivery in preparing for program reviews with current contract, utilization, and compliance status.

Benefits

• Information security is everyone’s responsibility.
• Commitment to an inclusive workplace environment.
• Equal opportunity employer.
• Background and reference checks included in the hiring process.
• Reasonable accommodation for individuals with physical and mental disabilities.