Roles
Five role categories.
One way of working: ownership.
Role categories map to the work our clients hand off most. Each specific role is scoped through Role Mapping so your hire knows exactly what they own from day one.
Executive Support
Daily operational relief for founders and executives ; carried with judgment, not just execution.
Executive Assistant
Owns
Inbox, calendar, meeting prep, follow-ups, and task systems ; carried with judgment.
Decides within
Scheduling priorities, inbox triage, standard replies, and meeting prep materials.
Success signals
Your mornings start with decisions, not email. Follow-ups no longer live in your head.
Boundaries and metrics above are examples ; yours are defined in your Role Map.
Chief of Staff Support
Owns
Priorities, accountability, internal follow-through, and cross-functional projects.
Decides within
Meeting agendas, internal follow-ups, and what gets escalated versus handled.
Success signals
Action items close without you chasing them. Projects move between meetings, not just in them.
Boundaries and metrics above are examples ; yours are defined in your Role Map.
Operations
Recurring operations that stop needing you ; documented, coordinated, and owned.
Operations Coordinator
Owns
The reporting cycle, recurring workflows, and day-to-day operational execution.
Decides within
Process improvements, documentation structure, and how recurring work gets done.
Success signals
Fewer "where does this live?" questions. Repeatable work that no longer needs you.
Boundaries and metrics above are examples ; yours are defined in your Role Map.
Project Coordinator
Owns
Project timelines, status tracking, and the coordination that keeps work moving.
Decides within
Scheduling, sequencing, and how project communication is organized.
Success signals
Projects move between meetings. You hear status, not requests.
Boundaries and metrics above are examples ; yours are defined in your Role Map.
Process & Documentation Specialist
Owns
Internal documentation, process standards, and tool coordination.
Decides within
Documentation structure and how processes are standardized and maintained.
Success signals
Knowledge stops living in any one person. Onboarding gets faster.
Boundaries and metrics above are examples ; yours are defined in your Role Map.
Creative & Marketing
Campaigns, content operations, and creative production that publishes consistently.
Marketing Assistant
Owns
Campaign execution, content operations, reporting, repurposing, and social scheduling.
Decides within
The content calendar, channel-level execution, and first-draft creative and copy.
Success signals
A consistent publishing cadence. Reports that land without you chasing them.
Boundaries and metrics above are examples ; yours are defined in your Role Map.
Content & Creative Specialist
Owns
Content production, creative assets, and the workflows that feed them.
Decides within
First-draft creative, asset organization, and production workflows.
Success signals
Creative requests stop queuing on you. Assets ship on a steady cadence.
Boundaries and metrics above are examples ; yours are defined in your Role Map.
Video Editor
Owns
Video editing, versioning, and delivery across the channels you publish on.
Decides within
Edit approach, pacing, and delivery formats within your brand guidelines.
Success signals
Video output that keeps pace with your publishing plan.
Boundaries and metrics above are examples ; yours are defined in your Role Map.
E-commerce
Store operations that keep products live, accurate, and moving.
E-commerce Coordinator
Owns
Store operations end to end ; the recurring work that keeps the shop running.
Decides within
Storefront updates, operational routines, and tool coordination within your stack.
Success signals
Store upkeep stops interrupting your week. Operations run on a defined cadence.
Boundaries and metrics above are examples ; yours are defined in your Role Map.
Catalog & Listings Specialist
Owns
Product listings, catalog accuracy, and content published across channels.
Decides within
Listing structure, content standards, and how catalog updates are executed.
Success signals
Listings publish and update without your involvement.
Boundaries and metrics above are examples ; yours are defined in your Role Map.
Order & Fulfillment Support
Owns
Order tracking, fulfillment coordination, and the exception queue.
Decides within
How orders are triaged, escalated, and resolved within your policies.
Success signals
Order issues get handled before they reach your inbox.
Boundaries and metrics above are examples ; yours are defined in your Role Map.
Customer & Revenue Support
Customer experience and pipeline work that protects and grows revenue.
Customer Support Specialist
Owns
The support queue, response quality, and the customer experience end to end.
Decides within
How tickets are prioritized, resolved, and escalated within your policies.
Success signals
Customers get answers without you. Issues surface as summaries, not fires.
Boundaries and metrics above are examples ; yours are defined in your Role Map.
CRM & Sales Support Specialist
Owns
CRM hygiene, pipeline updates, and the sales operations that keep deals moving.
Decides within
Data entry standards, pipeline organization, and how sales ops are run.
Success signals
Your CRM reflects reality. Forecasts stop depending on memory.
Boundaries and metrics above are examples ; yours are defined in your Role Map.
Appointment Setting Specialist
Owns
Outbound follow-up, scheduling, and the calendar that keeps your pipeline full.
Decides within
How outreach sequences and scheduling coordination are executed.
Success signals
Your calendar fills itself with the right conversations.
Boundaries and metrics above are examples ; yours are defined in your Role Map.
Don't see your role?
Role Mapping often reveals a hybrid of these ; or a role you haven't thought to name yet. If the work can be owned, we can scope it.
- Admin and recruiting support
- Finance and bookkeeping support
- Sales operations support
AI works better when someone owns the workflow.
HPO professionals use AI where it genuinely helps ; documentation, reporting, follow-up, research, and CRM work. It's a capability inside the role. It is not the product you're buying.