Key Responsibilities and Required Skills for Workflow Coordinator

🎯 Role Definition

This role requires a proactive Workflow Coordinator to manage end-to-end operational workflows, ensure SLA adherence, and drive cross-functional process improvements. The Workflow Coordinator acts as the central liaison between operations, technology, and business stakeholders to schedule tasks, monitor throughput, identify bottlenecks, and implement scalable workflow automation and documentation. Ideal candidates will have experience with workflow management tools, strong reporting skills, and a bias for continuous improvement.

📈 Career Progression

Typical Career Path

Entry Point From:

Operations Assistant / Operations Analyst
Project Coordinator / Junior Project Manager
Customer Success Coordinator or Service Desk Analyst

Advancement To:

Workflow Manager / Operations Manager
Program Manager or Process Improvement Lead
Business Operations Manager / Senior Project Manager

Lateral Moves:

Process Analyst / Continuous Improvement Specialist
Service Delivery Manager
Automation Specialist / RPA Coordinator

Core Responsibilities

Primary Functions

Coordinate daily operational workflows across multiple teams to ensure tasks are assigned, prioritized according to SLAs, and completed on schedule, using a combination of kanban boards, scheduling tools, and stakeholder communication.
Monitor real-time workflow metrics and KPI dashboards, identify deviations from expected throughput, and trigger escalation procedures to restore service levels or adjust resourcing.
Design, document, and maintain standard operating procedures (SOPs) and step-by-step process maps for recurring workflows to reduce variation, support onboarding, and enable consistent execution.
Serve as the central point of contact for cross-functional intake requests, triaging incoming tasks, clarifying requirements with requestors, and translating business needs into actionable work items for teams.
Build, maintain, and optimize automated workflows using tools such as Zapier, Workato, or RPA platforms (UiPath, Automation Anywhere) to eliminate manual handoffs and reduce cycle time.
Lead daily stand-ups and cadence meetings with stakeholders to review progress, remove blockers, and align priorities across product, support, operations, and engineering teams.
Create and distribute comprehensive workflow performance reports (weekly, monthly, quarterly) — including SLA compliance, backlog trends, throughput, and root-cause analysis — to senior leadership and cross-functional partners.
Implement and manage ticketing and project management systems (Jira, Asana, Trello) to ensure transparency of tasks, clear ownership, and accurate status updates for stakeholders.
Audit workflow compliance and operational logs regularly to detect process drift, identify risk areas, and recommend corrective actions to improve accuracy and reduce rework.
Develop capacity models and forecast resource needs based on historical throughput, seasonality, and planned initiatives to support resourcing decisions and hiring prioritization.
Manage escalations by coordinating triage, assigning subject-matter experts, documenting incident timelines, and driving closure with lessons learned and preventive actions.
Facilitate process improvement workshops (Kaizen/continuous improvement sessions) with cross-functional teams to map current-state processes, identify waste, and propose optimized target-state workflows.
Partner with data and analytics teams to define, validate, and automate key operational metrics and to ensure data integrity for reporting and decision making.
Lead rollout and change management for workflow updates, including stakeholder communications, training plans, and post-implementation reviews to measure adoption and impact.
Coordinate third-party or vendor workflows when external dependencies exist, ensuring SLAs are aligned, expectations managed, and performance monitored.
Prioritize and manage a backlog of workflow improvements, automation requests, and process documentation tasks using sprint-based delivery or kanban pull systems.
Maintain a centralized knowledge base and playbooks for common exceptions, escalation matrices, and troubleshooting steps to reduce time-to-resolution and enable team scalability.
Conduct root cause analysis on recurring process failures, prepare corrective action plans with measurable owners and deadlines, and track remediation progress to closure.
Train and onboard new coordinators or operations staff on workflow tools, SOPs, escalation paths, and reporting expectations to accelerate ramp-up and consistency.
Collaborate with compliance, audit, and legal teams to ensure workflows meet regulatory and contractual requirements, and to prepare evidence for audits and reviews.
Evaluate and pilot new workflow management technology and integrations, run proof-of-concepts, measure ROI, and recommend adoption plans to leadership.
Manage project timelines, milestones, and dependencies for cross-functional initiatives that affect daily workflows, ensuring on-time delivery and clear communications.
Reconcile and validate transactional data when exceptions occur, coordinating fixes with engineering or data teams and documenting permanent fixes to prevent recurrence.
Establish and refine SLA targets, acceptance criteria, and priority matrices in partnership with business owners to align operational performance with customer expectations.

Secondary Functions

Support ad-hoc data requests and exploratory data analysis to help stakeholders understand workflow performance and identify improvement opportunities.
Contribute to the organization's process automation strategy and roadmap by evaluating automation candidates and quantifying expected efficiency gains.
Collaborate with business units to translate high-level requirements into engineering-ready tickets and acceptance criteria for automation and workflow enhancements.
Participate in sprint planning, backlog refinement, and agile ceremonies within the operations and product teams to ensure operational priorities are represented.
Assist with capacity planning during peak seasons and special projects by reallocating resources, adjusting schedules, and communicating changes to impacted teams.

Required Skills & Competencies

Hard Skills (Technical)

Workflow management tools (Jira, Asana, Trello, Monday.com) — configuration, board design, and reporting.
Workflow automation platforms and RPA basics (Zapier, Workato, UiPath, Automation Anywhere) — evaluating and maintaining automations.
Advanced Microsoft Excel (pivot tables, VLOOKUP/XLOOKUP, macros) for ad-hoc analysis and forecasting.
Basic SQL or familiarity with querying data to validate workflow data and prepare operational reports.
Dashboarding and reporting tools (Power BI, Tableau, Looker) — building operational KPIs and visualizations.
SLA management and KPI design — defining targets, measuring compliance, and reporting variance.
Process documentation and mapping (Visio, Lucidchart, draw.io) — creating SOPs, process flows, and RACI matrices.
Ticketing and incident management workflows — ticket triage, prioritization, and lifecycle management.
Root cause analysis techniques (5 Whys, Fishbone) and continuous improvement methodologies (Lean, Kaizen, Six Sigma fundamentals).
Change management essentials — rollout planning, communications, training, and adoption tracking.
Basic scripting or familiarity with APIs and integration concepts to collaborate with engineering on automation.
Time and capacity modeling — forecasting, headcount planning, and resource optimization.

Soft Skills

Strong stakeholder management — ability to influence peers and senior leaders without direct authority.
Clear, concise written and verbal communication, tailored to technical and non-technical audiences.
Analytical mindset with attention to detail and a data-driven approach to problem solving.
Prioritization and time management to handle competing requests and shifting deadlines.
Proactive ownership and accountability for end-to-end process outcomes and continuous improvement.
Collaboration and team facilitation skills — leading cross-functional meetings and coordinating dispersed teams.
Resilience and adaptability to navigate ambiguity and changing business priorities.
Customer-centric orientation with a focus on delivering predictable, high-quality outcomes.
Coaching and training capability to upskill new hires and transfer process knowledge.
Conflict resolution and negotiation skills to align stakeholders on timelines and trade-offs.

Education & Experience

Educational Background

Minimum Education:

Bachelor’s degree in Business Administration, Operations Management, Project Management, Information Systems, Supply Chain, or related field; or equivalent experience.

Preferred Education:

Bachelor’s or Master’s degree with additional certifications in Project Management (PMP, CAPM), Lean / Six Sigma (Yellow/Green Belt), or Agile (CSM).
Professional certificates in workflow automation, data analytics, or process improvement preferred.

Relevant Fields of Study:

Business Operations / Operations Management
Project Management / Program Management
Information Systems / Computer Science
Supply Chain Management / Industrial Engineering
Data Analytics / Business Intelligence

Experience Requirements

Typical Experience Range:

2–5 years of relevant experience in operations coordination, workflow management, or project coordination in fast-paced service or technology environments.

Preferred:

3–5+ years coordinating cross-functional operational workflows, with proven experience implementing automations, maintaining SLA-driven processes, and producing actionable performance reports. Experience with tools such as Jira, Asana, Power BI, and a workflow automation platform is highly preferred.