JOB DESCRIPTION

COO Operations Assistant / Project & Administrative Coordinator

Industry: Water Damage Restoration & Plumbing
Reports To: Chief Operating Officer (COO)
Position Type: Full-Time
Authority Level: Support Role – No Direct Management Authority

POSITION SUMMARY

The COO Operations Assistant / Project & Administrative Coordinator provides direct administrative and operational support to the Chief Operating Officer.

The primary purpose of this position is to help the COO stay organized, informed, and ahead of daily operational issues by tracking projects, following up with customers and team members, preparing reports, maintaining documentation, and ensuring important tasks are completed on time.

This position will work across both water damage restoration and plumbing operations and will serve as a central point of coordination between the COO, project managers, field teams, office staff, customers, vendors, and other departments.

This is a support position and does not have direct authority over employees. However, the individual is expected to actively follow up, gather information, document outstanding items, and escalate unresolved issues to the COO.

KEY RESPONSIBILITIES

1. COO Administrative Support

• Manage and organize the COO's daily priorities, follow-ups, meetings, and action items.
• Maintain a running list of items requiring the COO's attention or decision.
• Prepare information and documentation before meetings.
• Take meeting notes and create clear action-item lists.
• Follow up with responsible team members on outstanding action items.
• Help organize emails, documents, reports, project information, and correspondence.
• Keep the COO informed without requiring the COO to chase information.

2. Project Tracking & Coordination

• Maintain an active project/job tracking system for restoration and plumbing projects.
• Track each project's current status and next required action.
• Follow up with project managers, coordinators, technicians, estimators, and office staff for project updates.
• Identify projects that have stalled or are missing information.

Track Important Milestones Including:

• Inspection completed
• Estimate completed
• Estimate submitted
• Authorization/approval received
• Job scheduled
• Work in progress
• Work completed
• Documentation completed
• Invoice submitted
• Payment/collection status
• Escalate delays, unresolved issues, and overdue tasks to the COO.
• Assist the COO in keeping projects moving from initial call through completion and billing.

3. Customer Follow-Up

• Assist with customer communication and project updates.
• Follow up with customers regarding scheduling, documentation, approvals, and project status.
• Make sure customers are not left without updates.
• Document customer communications in the appropriate system.
• Identify customer concerns or complaints and immediately bring significant issues to the COO or appropriate manager.
• Follow up after project completion when requested.
• Help maintain professional communication with property managers, building managers, HOAs, insurance-related contacts, and commercial clients.

4. Reporting & KPI Support

Prepare and maintain weekly operational reports for the COO, including:

• New jobs received
• Jobs scheduled
• Jobs completed
• Open restoration projects
• Open plumbing projects
• Projects waiting for estimates
• Projects waiting for approval
• Projects delayed or stalled
• Outstanding customer follow-ups
• Jobs ready to invoice
• Outstanding documentation
• Revenue/job production information provided by management
• Other KPIs requested by the COO

The assistant should highlight items that require attention rather than simply providing raw numbers.

WEEKLY COO REPORT

Each week, the COO should receive a simple summary showing:

GREEN – On Track

Projects/tasks progressing normally.

YELLOW – Needs Attention

Projects/tasks that may become delayed or require follow-up.

RED – Immediate Attention

Projects, customers, deadlines, or operational issues requiring the COO's involvement.

Every Yellow or Red item should clearly identify:

• What is the issue?
• Who is responsible?
• What are we waiting for?
• How long has it been outstanding?
• What is the next action?

DOCUMENTATION & SYSTEM MANAGEMENT

• Maintain accurate job and customer information in company systems/CRM.
• Assist with uploading and organizing project documentation.
• Track missing photos, signatures, work authorizations, estimates, invoices, purchase orders, completion documents, and other required paperwork.
• Maintain organized electronic project files.
• Assist with spreadsheets, reports, dashboards, and tracking systems.
• Verify that completed jobs have the necessary documentation before being moved toward billing/closeout.

FOLLOW-UP & ACCOUNTABILITY SUPPORT

This position does not directly manage employees.

However, the COO Operations Assistant is expected to:

• Request updates from employees on behalf of the COO.
• Follow up on assigned action items.
• Document whether tasks were completed.
• Send reminders when deadlines are approaching.
• Identify overdue tasks.
• Report recurring missed deadlines or communication problems to the COO.

The assistant's responsibility is to track, follow up, document, and escalate — not discipline or manage employees.

DAILY RESPONSIBILITIES

Each day, the COO Operations Assistant should:

• Review open projects and outstanding action items.
• Identify anything requiring immediate attention.
• Follow up on overdue tasks.
• Review customer follow-ups that are due.
• Update project tracking systems.
• Gather updates from project managers and office staff.
• Prepare information requiring COO decisions.
• Confirm important deadlines and appointments.
• Update the COO on significant problems or delays.

IDEAL CANDIDATE

The ideal candidate is:

• Extremely organized
• Persistent with follow-up
• Comfortable communicating with customers
• Able to work with multiple departments
• Detail-oriented
• Comfortable working with spreadsheets and CRM systems
• Able to handle multiple active projects simultaneously
• Professional in written and verbal communication
• Able to identify problems before they become emergencies
• Comfortable asking team members for updates
• Able to work independently without constant supervision
• Able to distinguish between something they can handle and something requiring COO involvement

PREFERRED EXPERIENCE

• 2+ years of administrative, operations, project coordination, or executive assistant experience.
• Restoration, construction, plumbing, property management, or service-industry experience preferred.
• Experience working with project management or CRM software.
• Strong Microsoft Excel/Google Sheets skills.
• Strong email and business communication skills.
• Experience preparing operational reports or dashboards is preferred.

PERFORMANCE EXPECTATIONS

Success in this position will be measured by:

• COO receives accurate and timely information.
• Customer follow-ups are completed on time.
• Fewer projects fall through the cracks.
• Project status information remains current.
• Outstanding tasks are actively followed up.
• Reports are delivered accurately and on schedule.
• Missing project documentation is identified quickly.
• COO spends less time chasing employees for information.
• Problems are escalated before they become major operational issues.

CORE PURPOSE OF THE POSITION

The COO should not have to spend their day chasing updates, searching for information, or remembering every outstanding task.

The COO Operations Assistant is responsible for creating organization around the COO by making sure projects are tracked, customers are followed up with, information is collected, reports are prepared, and outstanding items are consistently brought to the COO's attention.

The goal is simple:

Keep the COO informed.
Keep projects moving.
Keep customers updated.
Keep important tasks from falling through the cracks.