Operations Manager

OPERATIONS MANAGER – INCUBATION

Department Focus
New Client Stabilization & Successful Transition
The Incubation Department manages new clients during their first 90 days.
The Operations Manager for Incubation is responsible for ensuring that Virtual Assistants are successfully
onboarded, stabilized, and positioned for long-term retention before transitioning to SMB or Enterprise.

Primary Objective
Build a repeatable and effective operating model that helps new clients achieve early success, establishes
strong CSM-VA relationships, and identifies risks before they become client or VA separations.

Key Responsibilities:

Operational Excellence
● Identify operational gaps within the first-90-day client lifecycle.
● Establish clear standards for what a successful Incubation account looks like.
● Identify recurring onboarding, communication, deployment, and client-management issues.
● Ensure handoffs between Sales, Deployment, Incubation, and other teams are clearly defined.
Process & Workflow
● Build and continuously improve the Incubation CSM workflow.
● Standardize onboarding, client check-ins, escalation, VA performance monitoring, and transition
processes.
● Ensure CSMs follow required SOPs and workflows.
● Identify opportunities to automate or simplify repetitive processes.
Early Client & VA Success
● Establish early-warning indicators for clients and VAs.
● Ensure CSMs proactively address dissatisfaction, performance concerns, misalignment, and other early
risks.
● Improve the speed and quality of issue resolution.
● Identify patterns that contribute to early client or VA pullouts.
CSM Effectiveness
● Define what effective Incubation CSM performance looks like.
● Monitor whether CSMs are proactively managing accounts rather than reacting to problems.
● Identify CSM capability gaps and recommend coaching or process interventions.

KPIs & Quality
Develop and monitor Incubation-specific KPIs focused on outcomes such as:
● Early Client Retention
● First-90-Day Client Health
● VA Retention / Replacement Rate
● Client Satisfaction
● Time to Resolution
● Successful Client Transition Rate
● Process/SOP Compliance

Scalability Mandate

Build a standardized 90-day client operating model that can support increasing numbers of new clients
without requiring proportional increases in management effort.

What Success Looks Like

The Incubation OM succeeds when:
● New clients are properly onboarded and stabilized.
● Risks are identified early.
● CSMs consistently follow the Incubation operating model.
● Early client and VA issues are resolved before they become separations.
● Clients transition to the next department successfully.
● The Incubation process becomes increasingly standardized, measurable, and scalable.

Benefits of Joining Our Team:
1. ???? Competitive Compensation: Earn a salary rate of USD per hour for a full-time commitment of 40 hours per week. We believe in recognizing and valuing your contributions, ensuring you’re rewarded for your hard work.
2. ???? Thriving Towards Milestone Bonus: Build a secure future with our milestone bonus, ensuring you’re well-prepared to embark on your next chapter when the time comes. $750 with 1 full vesting year with Legal Soft.
3. ???? Health Guardian: Your well-being is our top priority. Enjoy comprehensive health insurance coverage, providing you with peace of mind and access to top-notch medical care in your country*.
4. ???? Supercharged Wi-Fi Connectivity: Stay connected and productive with a $25 monthly subsidy towards your home Wi-Fi. Power through your tasks with lightning speed and efficiency.
5. ✈️ Unleash Your Wanderlust: Take advantage of our generous paid time off (PTO) and paid sick leave policies. Whether it’s exploring new destinations or taking a well-deserved break, we’ve got you covered, ensuring you can recharge and return refreshed.
Experience the thrill of being acknowledged with special rewards and heartfelt gratitude for your dedication.

**Please do not apply if you expected hourly rate is beyond $9. Thank you!**