Operations leadership for an organization that has outgrown its back office
Growth usually arrives before the operations do. The founder still signs every contract, member questions land in three inboxes, and the procedures live in one person’s head. Robert takes ownership of that work: we run each process ourselves first, write it down, and build it so your own people can run it.
What usually lands on our desk
- Billing, renewals and vendor contracts that still route through the founder.
- Member or customer support with no shared inbox and no owner.
- Events, webinars and programs run from personal spreadsheets.
- A document library and access rights nobody has cleaned up.
- Onboarding and offboarding done from memory.
How it runs
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Run it ourselves
For the first weeks we do the work by hand, so we see where it breaks.
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Write it down
Each process gets a short procedure, written for the person who will run it next.
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Give it an owner
Each piece gets one owner, on your team or ours, with a date and a measure.
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Review it weekly
A one-page status: what got done, what’s next, what’s blocked and which decisions are waiting.
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Hand it over
When a process runs without reminders, it moves to your team and we take on the next one.
Done before
CLOC hired us in 2016 for one AV job and then made us the first team to support its leadership with day-to-day operations: member support, regional groups, the document library, webinars and the content of 200+ conference sessions. Membership grew from 300 to 2,400 over those years.
Who this isn’t for
If you need a large team on day one or a software product built, we are the wrong firm. We work in the systems you already use and add people only when the work shows it needs them.
Questions about operations leadership
What does an outsourced head of operations do?
An outsourced head of operations owns the work that isn’t selling, building the product or serving customers: billing, contracts, vendors, people admin, internal systems and the procedures behind them. A good one runs each process first, writes it down and hands it to someone on your team.
How is this different from hiring a full-time operations lead?
You get an experienced lead and a team behind him from the first week, without a search or a permanent salary. When the work is ready for a full-time owner, we help you hire one and hand over the written procedures.
Do you work on site?
Yes, when the work needs it. We are based in Los Angeles and work remotely with organizations across the United States. Conferences, office moves and the first weeks of an engagement usually need us in the room.
Talk it through with us
A 30-minute call is enough to tell whether operations leadership is the right fix and what it would take.