Emma I.

Head of Operations | EOS / Traction Integrator | ClickUp Expert

I help founder-led DTC, eCommerce and SaaS businesses stop relying on founder memory by installing an operating rhythm using EOS / Traction-style tools: quarterly rocks, Level 10 meetings, KPI scorecards, IDS issue-solving, ownership tracking, and weekly execution cadence. I am a hands-on operator and integrator who turns business priorities into clear execution across teams. I oversee daily operations, track deadlines and blockers, maintain KPI visibility, strengthen accountability, improve customer experience workflows and make sure operational issues are identified before they become expensive problems. My work sits at the intersection of people, systems and execution. Clients bring me in when: • The founder is still chasing updates and making every operational decision • Teams are busy, but priorities and ownership are unclear • Deadlines slip because follow-up and accountability are inconsistent • KPIs exist, but no one owns the numbers or responds when they are off-track • Customer experience, fulfillment and inventory issues are handled reactively • Processes live in Slack messages, meetings and people’s heads • Multiple brands, stores or departments need one consistent operating rhythm WHAT I CAN OWN Daily Operations and Execution • Oversee priorities, deadlines, blockers and cross-functional follow-up • Maintain visibility across active projects and departmental commitments • Ensure owners understand what is due, what is at risk and what happens next • Run daily and weekly execution rhythms that keep teams aligned • Escalate decisions with context instead of passing every problem to the founder KPI, Scorecard and Reporting Management • Build and maintain weekly business scorecards • Assign clear ownership and sources of truth for operational KPIs • Track revenue trends, refunds, churn, CX performance, fulfillment issues, inventory risk and other business-critical metrics • Create leadership updates showing progress, risks, blockers and decisions required • Turn off-track metrics into action plans with owners and deadlines Customer Experience Operations • Monitor response time, resolution time, complaints, refunds and escalations • Identify repeated customer issues and establish feedback loops with leadership, fulfillment and product teams • Improve support workflows, escalation paths and reporting • Help reduce preventable refunds, delays and recurring customer complaints Fulfillment, Inventory and Supply Chain Coordination • Coordinate Shopify, suppliers, fulfillment partners and internal teams • Track inventory movement, stockout risks, delivery issues and operational exceptions • Improve supplier and 3PL communication workflows • Build recurring procedures for inventory reporting and fulfillment escalation Systems, SOPs and Accountability • Build practical ClickUp, Notion or Asana operating systems • Create SOPs, checklists, workflows and role-accountability structures • Design KPI dashboards and reporting cadences • Improve cross-department communication and information flow • Introduce automation using Zapier, Make, n8n and AI tools where it improves execution RELEVANT EXPERIENCE • Managed operations for e-commerce, SaaS and founder-led businesses • Built Shopify fulfillment and inventory-management workflows • Coordinated suppliers, 3PLs, customer operations and distributed teams • Developed SOP libraries, onboarding systems and internal documentation • Created KPI dashboards and recurring operational reporting • Structured ClickUp workspaces, task ownership and execution cadences • Supported founders by converting ideas into priorities, projects and measurable follow-through TOOLS ClickUp | Shopify | Gorgias | Zendesk | Notion | Asana | Slack | Google Workspace | HubSpot | GoHighLevel | Zapier | Make | n8n THE RESULT • Fewer missed deadlines • Clearer ownership and accountability • Earlier identification of CX, inventory and fulfillment risks • Better visibility for leadership • Less founder micromanagement • More consistent execution across departments and brands I do not only design systems or provide recommendations. I work inside the business, follow through with owners, resolve blockers and help ensure the work actually gets completed.