Features & monthly inclusions
Dedicated Ops Associate
Acts as your day-to-day operations lead — ticketing, triage, execution, and ownership of agreed operational domains.
Visibility & reporting
Monthly performance reporting and a shared ticketing/time-tracking system so leadership always sees status and ROI.
SOP maintenance
Living documentation: SOPs, runbooks and playbooks kept current and actionable.
Strategic advisory
Regular reviews and direction from an Operations Director to align ops work with business priorities.
The Process
We begin with a short Discovery to align on goals and priorities
Clients then select one or more execution tracks—from process documentation and gap analysis to system setup and automation. Work is delivered through focused sprints, with clear governance and the flexibility to run tracks in parallel based on client needs.
Executive kickoff, stakeholder interviews, tech & data inventory, success metrics.
Diagnose desired outcomes and recommend 1–3 execution tracks with rough budget and timeline.
Deliverable
Assessment brief + recommended tracks and 30/60/90 roadmap (Director sign-off).
Agree scope, priorities, acceptance criteria, and resource allocation.
Produce a prioritized backlog and final statement of work.
Deliverable
Final SOW, signed roadmap, and sprint plan.
Each track is scoped and staffed separately; timelines below are typical for a single process or domain.
1. Process documentation (BPMN) — Map end-to-end processes, decision logic and RACI.
Outcome: BPMN diagrams, narrative, RACI and process acceptance tests. (Typical: 2–4 weeks per process.)
2. SOP development — Convert processes into role-based, action-oriented SOPs and checklists.
Outcome: SOPs, one-page runbooks, short video walkthroughs. (Typical: 1–3 weeks per SOP.)
3. Gap analysis & improvement initiatives — Diagnose capability gaps, recommend prioritized improvements and pilots.
Outcome: Gap report, prioritized improvement roadmap, pilot plan with KPIs. (Typical: 2–6 weeks.)
4. System setups & governance — Configure selected systems, data model, templates, permissions and dashboards.
Outcome: Configured system (ERPNext / monday.com / ClickUp), canonical data model, admin runbook, training. (Typical: 2–6 weeks.)
5. Automation & integration (tactical) — Deliver high-value, low-risk automations that depend on stable models. Complex integrations scoped to later phases.
Outcome: Automation scripts/workflows, test plan, runbook. (Typical: 1–4 weeks per automation.)
Monthly planning → weekly status → sprint execution → demo → retrospective.
Primary focus: tool optimization, SOP maintenance, governance and adoption. Secondary: tactical automations from the prioritized backlog.
Director sign-off required for canonical model changes; every ticket has owner, estimate, and definition of done.
Deliverable (monthly)
sprint demo, usage/dashboard report, updated backlog.
Quarterly strategic review, capacity planning and recommendations (scale/hire).
Incident escalation: Ops Associate → Operations Director → Client Exec; RCA and remediation added to backlog.
Continuity: replacement Ops Associate and transition pack for hiring if required.
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A focused, paid consultation to review your current operations and identify opportunities to improve structure, efficiency, and execution.
Best Value
Starter
2,000
Every month
Valid until canceled
50 hours / month
Ops Associate +quarterly Operations Director review (30 min)
SLA: standard ticket triage within 72 business hours
Best Value
Core
2,800
Every month
Recommended for teams with regular automation & process work needing steady cadence.
Valid until canceled
80 hours / month
Ops Associate + monthly Operations Director review (45 min)
SLA: standard ticket triage within 48 business hours
Best Value
Scale
3,000
Every month
Recommended for companies with higher velocity of change or strategic operations needs.
Valid until canceled
100 hours / month
Ops Associate + bi-weekly Operations Director review(60 min)
SLA: standard ticket triage within 24 business hours
Pricing & tiers
Yes. You can move up or down between tiers. Changes take effect on the next billing cycle unless otherwise agreed. Prorated billing applies when a mid-month change is requested.
Month 1 begins with a focused stabilization sprint: stakeholder interviews, system inventory, ticket backlog triage, and an initial roadmap. Onboarding hours are drawn from the first month’s allotment unless a separate onboarding scope/fee is agreed.
Monthly performance reports that track: hours used, ticket backlog & SLA adherence, automation health, sprint outcomes, and 1–3 outcome KPIs (e.g., time saved, reduced escalations). Reports are reviewed with the Operations Director during the advisory session.
Exceeding hours will be billed at the tier hourly rate (or pre-agreed overtime rate) for the additional hours. We will notify you as you approach the monthly allotment and recommend mitigation or a temporary upgrade.
No, unused hours do not roll over by default. Rollover can be contracted as an addendum if needed.
All work is logged and visible in a shared ticketing/time-tracking system. Hours are included in the monthly report, with a breakdown by ticket, task type (maintenance, automation, advisory), and resource.
Tiers differ by monthly hours, hourly rate, advisory cadence, and SLA response time. Starter is for lighter support and stabilization; Core is for steady ongoing ops and optimization; Scale is for higher velocity / strategic operations with faster SLAs and more advisory time.
Yes — each engagement includes a dedicated Ops Associate assigned to your account. We provide continuity and a replacement if the assigned Associate changes.
Yes. We can build custom hour bundles, dedicated Director time, or fixed-scope projects (e.g., full system builds, complex integrations). Custom work is quoted separately.
Yes. We sign NDAs and follow standard data handling practices. Specific security requirements can be included in the statement of work.
Standard is monthly invoicing with a recommended 3-month minimum to ensure meaningful impact. Payments and contract length can be adjusted by mutual agreement.
Impact is measured through monthly reporting and advisory reviews tracking output (automations shipped, SOPs updated), efficiency gains (time saved, fewer escalations), and outcome KPIs agreed at kickoff.
The Problems We Solve
Operational drift
Systems become outdated as the business evolves.
No internal ownership
No one is dedicated to ongoing process improvement.
Lack of strategy
You need founder-level ops advice but aren’t ready for a six-figure hire.
Automation maintenance
Workflows break as tools update and teams change.