Operations Lead at getwingapp

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. Key Responsibilities • 1. Live "Work Extraction" & Shadowing • The 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 Audits • Sent 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 Collaboration • The "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 "Work Extraction" Toolkit You Will Use • 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. Success Metrics • 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. Requirements • 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.