About the Role
The Solutions Expert/Operations Lead is the "Work Extractor." Their primary goal is to eliminate the "Management Burden" that causes busy clients to go MIA. You don't wait for instructions; you hunt for work. By performing digital audits, leading live "shadowing" sessions, and collaborating with the office-based Bench, you transform a client’s messy daily routine into a streamlined, delegated machine within 48 hours of sign-up.
1. Live "Work Extraction" & ShadowingThe 15-Minute Shadow: Lead high-intensity onboarding calls where you watch the client work via screen-share. You narrate the logic while a Bench VA live-scribes the SOP in real-time.The "Reverse Interview": Instead of asking "What do you want to delegate?", you ask "What is the one task making you want to quit your job?" to identify immediate pain points.Process Decomposition: Translate "brain-dumps" and messy screen recordings into clean, logic-based Standard Operating Procedures (SOPs).
2. Digital Workflow AuditsSent Folder Deep-Dives: Perform "Zero-Effort Extractions" by reviewing client emails to identify repetitive tasks (scheduling, invoicing, follow-ups) that can be offloaded instantly.Digital Footprint Diagnostics: Audit the client's website, socials, and calendars to find "invisible work" (e.g., broken links, unoptimized schedules) to present as proactive "Quick Wins."Tool Implementation: Set up the "Wing Tech Stack" (LastPass, Slack, Project Management boards) to ensure secure, Day-1 operational readiness.
3. Systems Engineering & Bench CollaborationThe "Bench-Build" Bridge: Work physically on the office floor with Bench VAs. You are responsible for ensuring the VA understands the client's nuances before the account "Goes Live."Asynchronous Capture: Manage the "Loom-and-Leave" and "Voice-to-Task" channels, turning client videos and voice notes into formal, executable tasks for the team.Confidentiality Shielding: Act as the first point of contact for security, pitching our "Managed Office" protocols to nervous clients to ensure they feel safe sharing access.
The Three-Way GMEET: Hosting calls with the Client and a Bench VA to provide the "Grand Reveal" of a finished SOP by the end of a 20-minute meeting.Passive Capture: Using Loom and WhatsApp voice notes to meet clients where they are on their phones or in the middle of their work.Narratives Scribing: Teaching VAs how to capture screenshots and "click-by-click" instructions while you keep the client engaged and talking.
The 24-Hour Win: Delivery of the first functional, approved SOP within 24 hours of client deposit.Retention Velocity: Number of tasks successfully extracted and delegated within the first 7 days.Ghosting Prevention: Percentage of assigned clients who complete a "Shadowing Session" vs. going MIA.
Business Intuition: Ability to look at a CEO’s messy calendar and immediately see 5 things a VA can do.High Technical Literacy: Mastery of G-Suite, Slack, and PM tools (Asana, Trello, ClickUp, etc.).Consultative Presence: High EQ and "Command of the Room" to guide busy, stressed executives through a 15-minute sprint.In-Office Requirement: You must be physically on the floor to lead the Bench VAs during live sessions.
Makati CityFull Timelead
