Operations Coordinator

Description

The Operations Coordinator supports the department by performing advanced operations duties, ensuring operational efficiencies and adherence to company Best Practices and Service-Level Agreements, and minimizing downtime and interruption of workflows.

Pay Rate: 21.50/hr

Key Accountabilities

• Act as Department Liaison and Workforce Coordinator under direction of Operations Manager

o Notify other departments and affiliates when staff is onboarded/offboarded and ensure follow-through on action items

o Oversee Department Technology list in project management software and communicate tech needs with affiliate

o Collaborate with Operations Manager to review enrollment trends, attorney bandwidth, and program caseload to ensure appropriate state-level staffing

o Review checks received and provide correct program information to Client Processing Team

o Cascade messages to other departments/affiliates as directed by management

• Responsible for Operations Reports and Tools, and Systems Efficiencies

o Create reports for new hires

o Subscribe/Unsubscribe reports when staff is onboarded/offboarded

o Create and monitor department reports to identify inefficiencies

o Collaborate with Operations Manager to review systems and workflows to identify inefficiencies

o Solicit feedback from Attorney Managers on systems and workflows

§ Collaborate with Operations Manager to create and maintain training materials

• Oversight of Program Management - Ensure programs move through the enrollment processes as efficiently as possible in accordance with company Service-Level Agreements

o Monitor volume of new program enrollments daily

o Track enrollments in their first 60-days to ensure a consultation is completed and the program moves from pending to enrolled

o Submit Cases or Tickets to expedite processing

o Track programs with errors, identify systemic issues and report to management

o Follow up on programs with errors to ensure clients are enrolled in a timely manner

o Monitor enrollments that are reassigned by service agents and report on frequency

o Monitor programs where the enrollment state and client state do not align and take appropriate action

o Monitor programs enrolled in non-participating states and terminate as needed

o Monitor programs enrolled under inactive attorneys and reassigned as needed

o Report on programs with conflicting information in CRMS (Salesforce/Acuity)

o Monitor department CRM ticket list and escalate issues to affiliate when necessary

• Administration of Quality Assurance Best Practices – Collaborate with Management and Supervisors to ensure adherence to company Best Practices and Service-Level Agreements

o Review and investigate programs with broken SLAs and report findings to management weekly

o Review and track consultations call timeliness via Sharpen and Appointment Success Summary and report findings to management weekly

o Notify Operations Manager and Quality Assurance Supervisor of any programs with client experience feedback that need investigation on a weekly basis (sources: feedback spreadsheet, weekly Beyond email, Slack thread)

o Investigate concerns with scheduling and report findings to management

o Report client experience findings to affiliate when necessary

• Miscellaneous

o Responsible for urgent/escalated issues with calendar management, Slack communications, and software between the hours of 4:30 pm and 6:00 pm EST

o Cross-train on other department roles to provide as-needed coverage during peak business seasons and vacations

o Assist in the training and development of Administrative and Operations Coordinators

o Attend company meetings and events

o All other duties as assigned

Required Skills & Abilities:

• Proven ability to analyze complex problems, identify root causes, and implement practical, scalable solutions.
• Skilled in investigating operational issues, conducting fact-finding, and developing clear action plans.
• Demonstrated experience in process improvement, workflow optimization, and eliminating inefficiencies.
• Comfortable managing cross-functional operational tasks, ensuring accuracy, compliance, and timeliness.
• Excellent organizational skills and attention to detail.
• Excellent interpersonal skills with the ability to communicate in a cross-departmental setting.

Operations Coordinator:

• 2-3 years of operational coordination experience in a legal, corporate, or professional services environment.
• Analytical & Problem-Solving Skills – Proven ability to analyze complex operational issues, identify root causes, and implement practical, scalable solutions.
• Investigative & Fact-Finding Expertise – Skilled in investigating operational issues, gathering data, and developing clear, actionable plans to resolve them.
• Process Improvement & Workflow Optimization – Demonstrated experience identifying inefficiencies, streamlining processes, and improving operational effectiveness.
• Cross-Functional Operations Management – Comfortable managing multiple operational tasks across departments, ensuring accuracy, compliance, and timely completion.
• Reporting & Systems Proficiency – Experienced in generating operational reports, monitoring SLAs, and using CRMs, project management tools, and other business systems to track performance and escalate issues.