ARC Workflow Administrator

Cozen O'Connor; Philadelphia (Philadelphia County); On-site; USD 90,000 - 105,000; Full time

Job summary

Cozen O'Connor seeks a dedicated ARC Workflow Administrator to oversee attorney resource center operations in Philadelphia. You will ensure requests are assigned, tracked, and completed to meet service standards, coordinating with Supervisors to balance workloads and maintain consistent delivery.

The role emphasizes responsiveness, quality, and client service in a fast-paced legal environment, with coverage for absences and ongoing collaboration with attorneys and business professionals.

Qualifications

• Excellent organizational, prioritization, and time management skills.
• Experience in a fast-paced service environment with focus on responsiveness and quality.
• Working knowledge of legal support functions and prior legal support experience preferred.
• Proficiency with workflow management systems.

Responsibilities

• Monitor daily workflow and work queues to ensure requests are acknowledged, progressing appropriately, and completed within established service standards.
• Maintain visibility into team workload, capacity, priorities, deadlines, and aging work to identify risks and bottlenecks.
• Coordinate workflow coverage with Supervisors to address capacity constraints and urgent needs.
• Provide coverage for other Workflow Coordinators during absences to ensure uninterrupted service.
• Complete assignments within the designated team and support department needs.
• Serve as a point of contact for attorneys and requestors when team members are unavailable.
• Communicate status, timelines, delays, and next steps to attorneys and requestors.
• Monitor progress and follow-up to ensure matters are addressed or escalated as needed.
• Escalate recurring issues and operational challenges that may impact service or satisfaction.
• Maintain understanding of departmental services and resources to facilitate coordination.
• Assume additional responsibilities as assigned.

Skills

Organizational skills

Prioritization

Time management

Communication skills

Customer service

Problem-solving

Relationship-building

Independent work

Team collaboration

Legal support familiarity

Workflow management

Adaptability

Managing urgent needs

Tools

Workflow management software

Job description

The ARC Workflow Administrator is responsible for managing workflow operations within the Attorney Resource Center (ARC), ensuring work is assigned, picked up and completed in accordance with established service standards. Serving as a central point of coordination the ARC Workflow Administrator helps maintain efficient workflow management, balanced workloads, and consistent service delivery across the department. This position plays a critical role in ensuring work moves efficiently through the department while supporting a responsive, consistent, and high-quality service experience for attorneys and business professionals.

Responsibilities

• Monitor daily workflow and work queues to ensure requests are acknowledged, progressing appropriately, and completed within established service standards.
• Maintain visibility into team workload, capacity, priorities, deadlines, and aging work to identify service risks, bottlenecks, coverage gaps, and resource needs.
• Coordinate workflow coverage and partner with Supervisors to address capacity constraints, staffing changes, priority shifts, absences, and urgent business needs.
• Provide coverage for other Workflow Coordinators during planned and unplanned absences to ensure uninterrupted service and consistent workflow oversight.
• Complete assignments within the designated team and provide departmental support as needed to meet operational and service delivery requirements.
• Serve as a point of contact for attorneys and requestors when team members are unavailable, managing inquiries and helping ensure a responsive and seamless service experience.
• Communicate proactively with attorneys and requestors regarding request status, anticipated completion timelines, service delays, coverage arrangements, and next steps.
• Monitor work progress, completion status, returned assignments, and follow-up activity to ensure matters are appropriately addressed, resolved, or escalated.
• Escalate recurring service issues, capacity concerns, and operational challenges that may impact service delivery, attorney satisfaction, or team performance.
• Maintain a comprehensive understanding of departmental services, team capabilities, support resources, and service standards to facilitate effective workflow coordination and exceptional attorney service.
• Assume additional responsibilities and perform other duties as assigned, consistent with the evolving needs of the role and the organization.

Qualifications

• Strong organizational, prioritization, and time management skills with the ability to manage multiple workflow demands simultaneously.
• Excellent communication, customer service, problem-solving, and relationship-building skills.
• Ability to work independently, exercise sound judgment, and collaborate effectively with team members, attorneys, and leadership.
• Demonstrated experience in a fast-paced service environment with a strong focus on responsiveness, quality, accuracy, professionalism, and client service.
• Working knowledge of legal support functions and how legal support tasks are completed from intake through completion; prior Legal Practice Assistant or comparable legal support experience preferred.
• Proficiency with workflow management systems.
• Ability to adapt to changing priorities, manage competing demands, and respond effectively to urgent business needs.

Compensation

The salary range for this role is $90,000 - $105,000 and represents the Firm's good faith and reasonable estimate of the range of possible compensation at the time of posting. Actual compensation will be dependent upon a number of factors, including but not limited to, the candidate's relevant experience, qualifications and location.

About Us

Known for its commitment to action and tangible results, Cozen O'Connor has rapidly grown to become one of North America's fastest-growing law firms. Offering full-service expertise in litigation, business law, and government relations, the firm serves a diverse clientele, including global Fortune 500 companies, growing middle-market firms, startups, and high-profile individuals. Established in 1970, Cozen O'Connor has more than 1,000 attorneys who help clients manage risk and make better business decisions. The firm counsels clients on their most sophisticated legal matters in all areas of the law, including litigation, corporate, and regulatory law. Representing a broad array of leading global corporations and middle market companies, Cozen O'Connor services its clients' needs through 35 offices across two continents. The firm is consistently ranked among the top 100 law firms in America and has received recognition from prestigious legal and business organizations such as Chambers & Partners, The American Lawyer, The Legal 500, and Best Lawyers. Cozen O'Connor is dedicated to excellence and strives to achieve the right results for its clients, no matter how complex or critical the legal challenges may be.

Cozen O'Connor is committed to fostering greater inclusion in the legal profession. We understand the organizational effectiveness that comes from welcoming and valuing differences within the firm, and we know that assembling a team with a breadth of perspectives and experience is necessary to provide the highest quality legal service. We encourage candidates to apply and join us in this effort. Cozen O'Connor actively welcomes applicants who have previously left the workforce and are looking to return to their careers. Gaps in experience are not penalized. Cozen O'Connor is an Equal Opportunity Employer, including disabled and veterans.