Torchora
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Key Responsibilities and Required Skills for Generalist

💰 $ - $

OperationsGeneralistCross-functionalProject ManagementBusiness Support

🎯 Role Definition

We are seeking a proactive, adaptable Generalist — a cross-functional problem-solver who combines strong operational discipline with hands-on execution. The Generalist will coordinate projects, support product and business teams, manage stakeholder relationships, drive process improvements, and deliver clear analytics and documentation. This role suits a highly organized professional who thrives in ambiguous environments and who can prioritize, communicate, and iterate quickly to produce measurable outcomes.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Operations Coordinator / Operations Assistant
  • Project Coordinator / Junior Project Manager
  • Business Analyst / Junior Analyst

Advancement To:

  • Operations Manager / Senior Operations Manager
  • Program Manager / Product Manager
  • Head of Operations / Director of Business Operations

Lateral Moves:

  • Business Analyst
  • Customer Success Manager
  • HR Generalist / People Operations

Core Responsibilities

Primary Functions

  • Lead end-to-end coordination of cross-functional initiatives by defining scope, creating project plans, managing timelines, aligning stakeholders across product, engineering, marketing and customer success, and ensuring deliverables are completed on time and to quality standards.
  • Serve as the central point of contact for day-to-day operations tasks, triaging incoming requests, prioritizing work based on business impact, and escalating issues while maintaining full visibility for leadership and stakeholders.
  • Design, implement, and continuously improve operational processes (SOPs) to increase team efficiency, reduce cycle time, and scale repeatable workflows; document process flows and maintain an up-to-date knowledge base for internal teams.
  • Manage project documentation and communication: prepare clear status reports, run weekly stand-ups, synthesize meeting notes into action items, and follow up to ensure completion and accountability.
  • Conduct quantitative and qualitative analysis to inform decisions — build dashboards, run ad hoc queries, create pivot reports, and translate data into actionable insights for product and commercial teams using Excel, SQL, or BI tools.
  • Own vendor and third-party relationships for assigned programs, including onboarding, SLA negotiation, performance monitoring, billing reconciliation, and continuous vendor optimization to maintain cost and service quality targets.
  • Support financial and budget activities by tracking spend against project budgets, creating forecasts, preparing expense summaries, and flagging variances to finance and program leads for corrective action.
  • Execute intake management and prioritization frameworks for new initiatives: evaluate ROI, effort estimates, and business value to recommend sequencing that aligns with strategic goals.
  • Coordinate cross-functional launch activities — manage pre-launch checklists, align go-to-market timing with marketing and sales, ensure product readiness and customer communications, and perform post-launch retro and measurement.
  • Lead small-scale product or feature experiments end-to-end: define success metrics, coordinate A/B test logistics, collect results, and recommend next steps based on statistical and business significance.
  • Provide operational support for people processes including onboarding coordination for contractors and full-time hires, equipment provisioning, compliance reminders, and maintenance of org charts and HR records.
  • Handle escalations from customers or internal teams by diagnosing root causes, driving corrective actions, coordinating with technical teams for fixes, and communicating resolutions in a timely and customer-centric manner.
  • Maintain and improve knowledge management systems (Confluence, internal wikis) by curating content, creating templates, standardizing naming conventions, and training teammates on best practices to improve discoverability.
  • Drive continuous improvement initiatives by running process audits, collecting stakeholder feedback, facilitating kaizen or retrospective sessions, and implementing measurable changes that reduce waste and increase throughput.
  • Create and maintain KPIs and operational SLAs for assigned domains — establish baseline metrics, set targets with leadership, and own regular reporting cadence to ensure visibility and accountability.
  • Assist product and engineering teams with lightweight technical tasks such as writing clear user stories, reproducing bugs, testing fixes, and coordinating deployments to support a fast feedback loop between users and engineering.
  • Build and maintain customer-facing materials including FAQs, knowledge base articles, release notes, and troubleshooting guides to reduce inbound support volume and improve customer satisfaction.
  • Support compliance and risk management activities by performing periodic reviews, ensuring policy adherence, collecting required documentation, and coordinating with legal or security teams when necessary.
  • Facilitate cross-team workshops and design sessions to align goals, generate solutions, and convert ideas into prioritized, actionable roadmaps that balance speed and quality.
  • Implement and manage simple automation and tooling improvements (Zapier, scripts, macros, or small Python utilities) to eliminate manual repetitive tasks and scale team capacity.
  • Monitor and improve operational quality by implementing checklists, runbooks, and QA steps for repeatable processes to minimize rework and maintain consistent service levels.
  • Act as a mentor or informal coach to junior colleagues, providing guidance on operational best practices, problem-solving approaches, and time management to accelerate onboarding and team performance.

Secondary Functions

  • Support ad-hoc data requests and exploratory data analysis.
  • Contribute to the organization's data strategy and roadmap.
  • Collaborate with business units to translate data needs into engineering requirements.
  • Participate in sprint planning and agile ceremonies within the data engineering team.
  • Provide periodic training sessions for cross-functional teams on tools, templates, and process changes.
  • Assist in competitive research and market scanning to surface trends, product ideas, and operational benchmarks.
  • Help coordinate corporate events, internal communications, and culture-building activities that support retention and engagement.
  • Maintain inventory and procurement processes for office or remote work supplies and ensure cost-effective replenishment.

Required Skills & Competencies

Hard Skills (Technical)

  • Project management: experience creating project plans, managing milestones, risks, and dependencies; comfortable with tools such as Jira, Asana, Trello, or Monday.com.
  • Data analysis and reporting: strong Excel skills (pivot tables, VLOOKUP/XLOOKUP), ability to write basic SQL queries, and familiarity with BI tools such as Looker, Tableau, or Power BI.
  • Documentation & knowledge management: proven ability to author SOPs, runbooks, release notes, and maintain Confluence or other internal wiki systems.
  • CRM and support tooling: hands-on experience with CRM and helpdesk platforms (e.g., Salesforce, HubSpot, Zendesk, Intercom) to manage workflows and customer interactions.
  • Basic scripting/automation: ability to create small automations with Zapier, Google Apps Script, or simple Python scripts to reduce manual tasks.
  • Financial literacy: comfort tracking budgets, understanding P&L impacts of initiatives, and producing basic financial summaries for stakeholders.
  • Test case definition and QA: experience writing test plans, validating bug fixes, and coordinating release verification in a structured way.
  • Vendor and contract management: experience managing service providers, tracking SLAs, and handling procurement workflows.
  • Familiarity with agile methodologies: participation in sprint planning, stand-ups, and retrospectives; ability to operate within iterative delivery cycles.
  • Office productivity tools: advanced proficiency in Google Workspace and Microsoft Office (Docs, Sheets, Slides) for collaboration and presentation.

Soft Skills

  • Strong stakeholder management and cross-functional communication — able to translate technical details into business language and align diverse teams.
  • Exceptional organizational skills and the ability to prioritize competing tasks in fast-paced environments.
  • High accountability and ownership mindset with a bias for action and a comfort level in ambiguous contexts.
  • Problem-solving orientation: methodical root cause analysis, creative mitigation strategies, and data-driven decision-making.
  • Excellent written communication and documentation skills to produce clear, concise, and searchable content.
  • Adaptability and learning agility — rapidly learn new tools, domains, and processes to fill gaps and drive progress.
  • Customer-centric attitude with empathy for internal and external users, aiming to improve end-to-end user experience.
  • Collaboration and influence without formal authority — build consensus and drive outcomes through persuasion and relationship-building.
  • Time management and the ability to manage multiple projects while maintaining attention to detail.
  • Resilience and stress tolerance; remains productive under tight deadlines and changing priorities.

Education & Experience

Educational Background

Minimum Education:

  • Bachelor's degree OR equivalent professional experience in operations, project coordination, or business support functions.

Preferred Education:

  • Bachelor's or Master's degree in Business Administration, Management, Information Systems, Computer Science, Data Analytics, or related fields.

Relevant Fields of Study:

  • Business Administration
  • Operations Management
  • Information Systems / Computer Science
  • Data Analytics / Statistics
  • Project Management
  • Economics

Experience Requirements

Typical Experience Range:

  • 2–6 years of combined experience in operations, project coordination, product support, or cross-functional roles; startups and fast-moving environments preferred.

Preferred:

  • 3–5 years of demonstrated experience executing cross-departmental programs, owning operational processes end-to-end, and delivering measurable efficiency gains; exposure to analytics (SQL/BI) and basic automation is highly desirable.
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