Operations Services Systems Coordinator

The Operations Services Systems Coordinator supports day-to-day operational efficiency by serving as a tactical systems resource for the Operations Team. This role is responsible for troubleshooting and resolving daily helpdesk tickets, maintaining user access and organizational hierarchies across operational systems, and ensuring field teams receive timely, accurate support.

Working closely with Operations, IT, Payroll, HRIS, Learning & Development, and field leadership, this position helps sustain system accuracy, functionality, and usability across the enterprise. Guided by P.F. Chang’s Mission, Vision, and Core Values, this role plays a critical part in supporting restaurant teams through responsive service, disciplined follow-through, and strong system stewardship.

What You'll Do

Helpdesk & Daily Systems Support

• Monitor and respond to Operations Services helpdesk tickets in a timely, professional manner.
• Troubleshoot system issues for field leaders and restaurant teams.
• Resolve routine requests and escalate more complex issues appropriately.
• Track trends in tickets and recurring issues to identify improvement opportunities.
• Provide consistent communication and follow-through on all support requests.

Systems Maintenance & Hierarchy Management

• Maintain organizational hierarchies, user roles, permissions, and distribution groups across systems.
• Support setup for openings, closures, transfers, promotions, and organizational updates.
• Ensure alignment and accuracy across Operations, HR, Payroll, and Learning systems.
• Conduct regular audits to maintain data integrity.
• Manage and maintain system access for field users.

Operational Systems Coordination

• Support administration of key systems including POS, Payday Portal, Scheduling (Workday/HotSchedules), LMS, communication tools, and related platforms.
• Partner with IT, HRIS, Payroll, and vendors to resolve system issues.
• Assist with user acceptance testing (UAT) for system updates and enhancements.
• Document system processes, troubleshooting procedures, and internal reference guides.
• Maintain working knowledge of system integrations, workflows, and dependencies.

Field Support & Communication

• Provide solutions-oriented support to Market Partners, Operating Partners, and restaurant leaders.
• Communicate outages, updates, and resolutions clearly and effectively.
• Support the development and maintenance of SOPs, FAQs, and job aids.
• Reinforce available support resources and best practices for field teams.

Process Improvement & Documentation

• Identify opportunities to improve workflows and support processes.
• Support standardization of helpdesk intake and resolution practices.
• Maintain organized tracking of requests, updates, and resolutions.
• Contribute to the continuous improvement of Operations Services tools and processes.

What We're Looking For

• College degree preferred.
• 1–3 years of experience in systems support, operations, or a helpdesk environment.
• Restaurant, hospitality, or multi-unit operations experience strongly preferred.
• Experience with POS, HRIS, payroll systems, scheduling platforms, or learning management systems preferred.

Skills & Abilities

• Strong troubleshooting and problem-solving skills.
• Exceptional attention to detail and organizational skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong verbal and written communication skills with a customer-service mindset.
• Proficiency in Microsoft Office Suite, including Excel, Outlook, Word, and PowerPoint.
• Ability to quickly learn, navigate, and support multiple business systems.

Benefits We Offer:

• Comprehensive Benefits: Medical, dental, vision and 401(K) starting on the 1st of the month following the hire date.
• Paid Vacation and Sick Time:  20 days per calendar year for full-time Global Support Center team members, prorated for new hires.
• Paid Holidays: 12 company-selected holidays plus 2 floating holidays per year.
• Competitive Pay & Performance Incentives: Annual bonuses based on Company performance.
• Professional Development: Tuition reimbursement for job related programs.
• Lucky Cat Meal Card: Preloaded meal card for use at any corporate-owned P.F. Chang’s location.
• Exclusive Discounts: Access exclusive employee discounts.
• Supportive Community: Financial assistance through the Lucky Cat Fund during hardships for qualifying team members.

Why work for us?

Because it’s more than a job.  We are passionate people doing meaningful work, motivated by our purpose:  To Celebrate Life. Family. Food.

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