What is an Online Business Manager?

Recently, someone asked me what I do as an Online Business Manager (Certified OBM®), aka Virtual COO.

The focus is keeping an eye on the big picture and thinking ahead. Then, managing all the pieces of the business (projects, team, operations, metrics, expenses). This drives progress to achieve the owner’s strategies and goals.

A client typically hires me when she needs relief from the weight of managing the daily business. Once freed, she can build relationships, create new services, and attract new customers.

We work together so that her:

Business is profitable.
Team is happy and motivated.
Systems are running smoothly.
Is free from the distractions of daily business.

What does this mean in practical terms?

Discovery always starts with a discussion of vision for the business, team, and systems. We weigh risks and ROI to create realistic, measurable goals, strategies, and programs for the next 90 days. This lays the foundation for achieving the results the owner desires.

Here are scenarios that often come up in these planning sessions and how I can help.

Scenario:

The owner wants to grow the business. She has many ideas about services to add. She’s uncertain which ideas will generate the best results.

Here’s how we work together to choose the best offerings:

Define the pain points for the owner’s clients
Describe how each new program or service will address the pain points
Compare the services by factors we brainstorm for the business, such as time to market, resources needed, ROI, and risks.
Choose the programs for the next 90 days and those for future consideration
Execute the programs
Evaluate progress and improve as needed

Scenario:

The online business is growing, and the owner is ready to delegate work to others. She is unsure what the roles should be and how to describe the roles. She wonders where to find the best team members. Once selected, she needs processes to bring them on board, train, and communicate with them so they have what they need to do the work.

Solution: Needs, Process, Manage

Define team needs based on current business goals and projects:

Create measures of success for the role

Determine what type of specialist is the best fit

Craft job posting/details

Market the opportunity to vetted networks

Filter initial responses and review portfolio

Set up interviews

Narrow choices after initial interviews and request proposal

Check testimonials or references from other clients

Review proposals from preferred candidates

Hire and Onboard:

Make the offer to the selected candidate

Ensure there is a signed contract in place for all hires

Create a communication plan with new team members

Get the proper information and/or training for their role

Manage:

Regular reporting on measures of success for their role

90 Day Review (for long term) or End of Project Review (for project only)

Keeping the team motivated in their work

Handling team challenges as they arise

Managing the team budget and expenses

Scenario:

Another business owner has successful programs. The business is growing, and details are beyond what she, or any members of her team, can manage in their heads. That's why key tasks are delayed, the quality of client service drops, growth is stalled, and profits fall.

Solution: Business-Wide Project Management:

Create a 90-day plan, including all projects, timelines, processes, people, and other resources

Setup and maintain an online project management tool

Delegate details of the project to various team members

Communicate project status and ongoing details to all team members

Follow-up with team members as necessary to ensure that “stuff gets done” on time

Manage the budget for all projects

Handle challenges as they arise, with a focus on finding a solution quickly

Scenario:

Online businesses often grow systems organically. Inevitably, processes are stored in team member's heads and are reinvented and changed. This leads to inconsistent delivery of services to clients. Here are some examples of recommendations that address these pain points by managing online business operations.

Solution: Systems and SOPs

Review the key systems needed to run a business, including customer service, billing, communication, back-ups, marketing, follow-up, and delivery

Create processes, tools, and responsibilities for key systems within the business

Implement automated business tools and software to manage various systems

Create and maintain a Standard Operating & Procedures (SOP) Guide

Manage all client payments and collections process

Manage systems access and login information

Ensure there is an effective backup system in place for all information (including the business owner’s computer!)

Establish decision-making guidelines for team members

Scenario:

The owner wants to grow the business and is frustrated because new services aren't getting results.

Solution: Track and Analyze Metrics

When the owner wants to grow the business, key metrics for the business can provide insight. So we review these metrics to see what is working, and not, for leads, engagement, retention, and profitability. Often, this points to solutions for improvement.

Keep track of key statistics for the business on a weekly and monthly basis

Set up a reporting system that includes what to track

Analyze metrics and discussing trends/patterns with the business owner

In each of these examples, the business is profitable. The team is happy and motivated. Systems are running smoothly. Finally, the owner is freed from distractions with renewed energy to focus on growing the business.

As a result, she enjoys her business again!

I’ve helped small businesses through growth, plateaus, and decline for over 25 years.

As a Certified OBM®, I focus on management for the entrepreneur who sells services online.

I love helping online businesses grow!

I care about your business and supporting you to move forward.

When you are ready, I can help.

In the meantime, grab your copy of “Systems Secrets” to get the link for “Top 3 Systems Secrets Your Business Needs to Thrive.”

Healthy Business Manager Free System Secrets

Get The “Top 3 System Secrets Your Business Needs To Thrive.”

Experienced online entrepreneurs are often stressed and exhausted because they are juggling everything in the business. I partner with business owners to achieve results by managing operations.

Bottlenecks are busted so they have the energy to focus on growth.