Department: Operations - Baseball
Reports to: Operations Manager / League Operations Lead/ Senior Lead
Contract: Full-Time, Permanent
Salary: 47,423 - 63,231
Location: Atlanta, GA
ROLE OVERVIEW
The Data Assurance Coordinator serves as the operational owner, ensuring technical readiness, operational consistency, and effective cross-functional coordination across live baseball operations. Acting as the primary liaison between Operations, Technical Operations, and other support teams, this role drives issue resolution, owns operational documentation, identifies recurring trends, and supports continuous improvement initiatives.
The Data Assurance Coordinator provides operational oversight beyond the live shift by coordinating technical escalations, maintaining operational processes, and ensuring teams have the tools, documentation, and information needed to consistently deliver high-quality live operations.
RESPONSIBILITIES
- Operational Readiness: Own operational readiness, workflow accuracy, and standard operating procedures (SOPs) across assigned baseball leagues and data pipelines.
- Frontline Technical Ownership: Serve as the primary Operations liaison for technical, hardware, software, and post-process data delivery issues, driving resolution across the live delivery lifecycle.
- Incident Escalation & Troubleshooting: Perform first-level troubleshooting on software, hardware, and operational systems, ensuring diagnostic steps are thoroughly documented before escalating to Engineering.
- System & Data Pipeline Monitoring: Monitor system health, server performance, hardware status, data transfer tools, technical dashboards, and alerts to proactively catch and resolve live degradations.
- Issue Reporting & Root Cause Analysis: Investigate, document, and report hardware failures and system bugs to facilitate rapid resolution and support long-term system health.
- Cross-Functional Collaboration: Partner closely with Operations Supervisors, Technical Operations, Product, HQA, and Engineering teams to coordinate issue resolution and platform enhancements.
- SOP & Knowledge Base Ownership: Develop and maintain up-to-date operational documentation, troubleshooting guides, standard operating procedures, and internal knowledge base content.
- Continuous Process Improvement: Identify operational bottlenecks, track recurring technical trends, and recommend long-term workflow and platform enhancements.
- Tech Rollout & Integration: Support the testing, rollout, and team adoption of new operational tools, tracking technologies, software updates, and system enhancements.
- Peer Leadership & Subject Matter Support: Act as a technical subject matter expert providing guidance to Operators and Supervisors, while supporting fellow Coordinators during high-volume periods or major incidents.
WHAT DOES A TYPICAL DAY LOOK LIKE?
In Season
The Operations Coordinator serves as a key operational and technical resource, connecting frontline Operations with Technical Operations, Field Service, and other cross-functional teams. The role supports day-to-day operational delivery by monitoring system and data health, troubleshooting issues within defined procedures, coordinating technical and hardware escalations, and ensuring clear communication and documentation. Coordinators identify recurring issues, operational gaps, and opportunities for improvement, helping drive issues through resolution and ensuring consistent processes across the team. This role provides technical and operational support to Supervisors and Operators while maintaining clear ownership and escalation paths.
Off-season
During the off-season, the Operations Coordinator shifts from primarily supporting live operations to project-based work, system maintenance, and operational readiness. The role supports ongoing captures and other operational needs while helping maintain system health, complete assigned projects, and address outstanding issues identified during the season. Coordinators work closely with Technical Operations, Field Service, and other teams to support system improvements, testing, documentation, and preparation for the upcoming season.
ESSENTIAL QUALIFICATIONS & SKILLS
- Demonstrated experience in live sports operations, technical operations, or similar real-time operational environments.
- Strong understanding of live capture workflows, operational processes, and incident management.
- Excellent analytical and troubleshooting skills with the ability to identify root causes and coordinate effective resolutions.
- Strong team-first mindset with the ability to communicate and collaborate effectively across technical and operational teams.
- Ability to manage multiple priorities while maintaining attention to detail and operational quality.
- Experience creating or maintaining operational documentation and standard operating procedures.
- Strong organizational skills with the ability to coordinate work across multiple teams.
- Comfortable collaborating with Operations, Technical Operations, Product, HQA, and Engineering teams.
DESIRABLE QUALIFICATIONS & SKILLS
- Experience with Hawk-Eye, KinaTrax, or comparable sports tracking technologies.
- Leadership or supervisory experience in an operational environment.
- Experience supporting software deployments, system updates, or operational technology rollouts.
- Familiarity with servers, file systems, cloud processing, remote monitoring, or system health dashboards.
- Experience with incident management, technical support, or operational quality assurance.
- Experience identifying operational trends and driving continuous process improvements.
- Experience creating technical documentation or knowledge base content.
SUCCESS MEASURES
- Timely coordination and resolution of operational and technical issues.
- High operational readiness and system reliability across assigned leagues or operational areas.
- Accurate and up-to-date operational documentation and technical knowledge resources.
- Reduction in recurring operational and technical issues through proactive process improvements.
- Effective communication and coordination across Operations, Technical Operations, and Product teams.
- Positive feedback from Supervisors, Technical Operations, Operations Leadership, and cross-functional partners regarding coordination, communication, and operational effectiveness.
KEY INTERACTIONS & STAKEHOLDERS
- Operations Supervisors – Coordinate live operational priorities, staffing, and escalations.
- Senior Operators & System Operators – Provide operational guidance, technical support, and process clarification.
- Technical Operations Teams – Coordinate technical investigations, issue resolution, and operational readiness.
- Operations Manager / League Operations Manager – Report operational performance, risks, incident trends, and improvement initiatives.
- Engineering, Product, and Project Teams – Escalate recurring issues, provide operational feedback, and support continuous platform improvement.
- Operations Manager / League Operations Lead – Report operational trends, technical risks, process improvements, and strategic initiatives.
WHAT THIS ROLE IS NOT
- Not an Operations Supervisor: Does not directly manage shift staffing or oversee day-to-day execution of all live operations.
- Not a Technical Operations Engineer: Does not own platform infrastructure, deployments, or software development.
- Not an Operations Manager: Does not own departmental budgets, organizational strategy, or workforce planning.
- Not a Project Manager: Does not lead implementation projects or manage project timelines.
- Not a Product Owner: Does not prioritize product roadmaps or define feature development.
TEAM CULTURE
At Hawk-Eye, we pride ourselves on a collaborative, high-performance culture where trust, passion, and innovation thrive. We believe in fostering an environment where every team member is empowered to push boundaries and contribute to the future of sports technology. Our work is guided by three core values:
- We are Brave: We challenge the status quo, embrace big ideas, and constantly seek new ways to innovate in the sports entertainment industry. We aren't afraid to take risks in pursuit of excellence.
- We are Owners: We take personal accountability for our work, our decisions, and our collective success. We celebrate our wins together and treat every challenge as an opportunity to learn, grow, and improve.
- We are Inclusive: We believe our diversity makes us stronger. We cultivate a welcoming environment where unique perspectives are valued, respected, and heard.