Position Overview

The Executive Assistant to the Director of Operations (DOO) serves as the primary force that simplifies, streamlines, and strengthens the DOO’s daily workload. This role requires proactive ownership—not just waiting for direction, but anticipating needs, solving problems before they reach the COO, and taking initiative to keep Operations running efficiently.

The Executive Assistant is responsible for organizing and prioritizing the DOO’s commitments, preparing monthly reporting that supports operational decisions, and ensuring follow-through on all tasks, communications, and deadlines across departments, attorneys, affiliates, and vendors.

This position exists to reduce friction for the DOO, enhance productivity, and provide clear, data-driven support so the DOO can focus on high-level strategy. Success in this role depends on independent decision-making, strong initiative, excellent communication, and the ability to manage complex workflows without constant oversight.

Essential Job Functions

• Administrative & Executive Support

· Manage and prioritize the COO’s calendar, including scheduling, rescheduling, and protecting time strategically based on operational needs and deadlines.

· Coordinate all travel logistics for attorney visits and operational meetings, ensuring smooth, efficient itineraries.

· Prepare polished reports, internal communications, presentations, and briefing materials so the COO is always fully informed and prepared.

· Handle incoming calls, emails, mail, and voicemails, triaging issues and resolving what can be resolved without COO involvement.

· Ensure all CRM notes, follow-ups, and action items are accurately recorded and updated promptly.

· Maintain and track all COO to-do lists, following up proactively to ensure deadlines are met and nothing falls through the cracks.

· Process and organize the COO’s physical and digital mail, ensuring urgent items are flagged and addressed immediately.

• Operational Coordination

· Monitor workflows across VLP and the attorney network, identifying delays, gaps, or issues and escalating only when necessary.

· Track software tickets, enhancements, and support items, ensuring progress is made and reporting status updates to the COO before they need to ask.

· Maintain and update shared databases, fee schedules, logs, and performance records with accuracy and consistency.

· Oversee template creation, updates, and organization, ensuring consistent formatting and easy usability across departments.

· Provide monthly operational reporting that highlights trends, concerns, opportunities, and actionable insights for the COO.

• Attorney & Affiliate Communication

· Follow up on all outstanding documents, case updates, billing matters, and settlement items, ensuring timely responses and completion.

· Draft and send professional correspondence on behalf of the COO, maintaining a consistent level of clarity and authority.

· Make calls as the COO’s representative, resolving issues independently when appropriate.

• Claims Pipeline Management

· Support the COO in managing any assigned claims pipeline, ensuring accurate tracking, timely updates, and no lapses in workflow.

• Ongoing Responsibilities

· Manage monthly invoicing for ITMint, Array, and any additional vendors assigned by the COO, ensuring accuracy and timely submission.

· Handle CPS tasks as assigned, ensuring timely follow-through and clear communication.

· Monitor and manage BBB reviews, preparing summaries or responses as needed.

• Special Projects & Initiative

· Lead or coordinate special projects, including affiliate onboarding, workflow improvements, operational audits, and system updates.

· Collaborate with executive staff and department leads, ensuring all moving parts stay aligned without requiring COO intervention.

· Identify inefficiencies and propose solutions proactively, presenting the COO with options—not problems.

· Take initiative in developing SOPs, checklists, reporting tools, and process improvements, reducing manual workload for the COO and Operations teams.

Requirements

• Proven experience providing high-level support to senior executives, preferably in legal, financial, or operational environments.
• Exceptional written and verbal communication skills, with the ability to draft clear, polished correspondence and reports.
• High proficiency in Microsoft Office and document management systems, with strong technical aptitude and comfort learning new tools quickly.
• Ability to manage sensitive and confidential information with absolute discretion.
• Strong organizational skills with relentless attention to detail, accuracy, and follow-through.
• Demonstrated ability to anticipate needs, take initiative, and solve problems independently, without waiting for direction.
• Excellent judgment and the ability to prioritize competing demands in a fast-paced, shifting environment.
• Bilingual (English/Spanish) preferred, but not required.

Core Attributes

• Proactive, self-directed, and able to anticipate what needs to be done before being asked.
• Highly organized, structured, and disciplined, with a natural ability to create order and streamline workflows.
• Calm under pressure, maintaining clarity and accuracy even with urgent or high-volume demands.
• Solutions-oriented, bringing the COO options—not problems—and executing decisions efficiently.
• Professionally mature and discreet, handling confidential matters with tact and integrity.
• Collaborative, able to work seamlessly with leadership, attorneys, affiliates, and cross-department teams.
• Comfortable navigating complexity, managing multiple priorities while maintaining consistent follow-through.

Work Environment

• Professional business setting with business casual attire meeting VLP standards for dress code

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization. 

Veritas Legal Plan, Inc is an E-Verify participant.