Online Business Manager & Operational Leadership Services
Senior operational leadership for growing service based businesses
Scaling a growing business is exciting and seriously hard work. Growth creates opportunity. It also creates complexity.
Projects slow down.
Teams wait for direction.
Decisions drift back to you.
You may have plans for a launch, expansion, or new phase of growth…
The ambition is clear. The opportunity is real.
But the structure and operational capacity to deliver without adding more pressure are not yet in place.
That is where we step in.
We act as the Director of Operations for businesses that do not have one, providing senior operational leadership without the cost or commitment of a full-time hire.
We provide Online Business Manager and strategic operational leadership support for established service-based businesses that need stronger structure, clearer coordination, and consistent delivery.
Our role is not to add complexity, become another person for you to manage, or get pulled into daily task delivery.
Our role is to lead, plan, and strengthen your operations so the right people are doing the right work at the right time to achieve your goals.
Client Feedback
"When I was Chair of ABLE, Emma was my right hand. I could throw any idea her way and she’d not only run with it but make it happen better than I imagined. She improved how we engaged members, streamlined systems in the background, and always brought a sense of calm, optimism and clarity- a brilliant balance to my natural caution.
Now that Emma is Chair and I’m Director, I’ve seen her step into an even more strategic role. She doesn’t just keep ABLE running smoothly- she brings fresh ideas for growth, new strategies to engage members, and continuous improvements to our systems and processes. She also ensures our resources are used wisely, building efficiencies that strengthen the organisation's sustainability.
Working with Emma is effortless because she just gets it. She turns big ideas into real outcomes, and she does it in a way that keeps people engaged and inspired. She’s not only sustained ABLE, she’s taken it to the next level."
- Frances Rowland, Director of the Association of Business Leaders in Education (ABLE)
How We Support Your Business
Operational Structure and Systems
We strengthen how your business runs, so progress does not rely on urgency, memory, or you stepping in to keep it moving.
This includes:
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Clarifying how work flows across the business
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Defining responsibilities so ownership is clear
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Documenting key processes and ensuring they are used consistently
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Reviewing systems and tools to make sure they support delivery
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Simplifying or aligning the tech stack where it creates friction
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Introducing structured planning and review cycles
The aim is simple.
To create a business that runs on shared accountability and proactive planning rather than reactive problem-solving.
For founders carrying a high mental load, this reduces pressure quickly.
Project, Launch, and Event Leadership
We lead the operational side of projects, launches, programmes, and events from plan through to delivery.
This includes:
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Defining scope and sequence
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Setting milestones and decision points
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Assigning clear ownership
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Tracking progress across the team
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Ensuring delivery stays aligned with agreed outcomes
You stay focused on vision and strategy. We ensure the structure, coordination, and oversight are strong enough to deliver it.
Team Clarity and Accountability
Growth exposes unclear roles, blurred ownership, and inconsistent communication.
We bring clarity to how your team operates.
This includes:
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Clarifying roles and expectations
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Defining decision-making authority
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Documenting responsibilities and standard operating procedures
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Strengthening communication and reporting
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Supporting confident, structured delegation
If additional capacity is required, we help define roles and support recruitment.
Day to day delivery remains with your team. We provide the operational leadership behind it.
Strategic Planning and Structured Growth
Growth should be structured and intentional, not driven by urgency.
We translate your goals into a clear operational plan with defined priorities, timelines, and ownership.
Together we define:
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What needs to happen
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In what order
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At what pace
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With what resource
Progress becomes visible.
Priorities stay aligned.
Execution becomes consistent.
You lead the vision.
We structure the execution.
Fractional Operations Director Support
We work on a retainer basis, acting as your Online Business Manager or Fractional COO, depending on the level of leadership required.
This is senior operational leadership, not task-based support.
The level of involvement depends on the complexity of your business, your team structure, and the pace of growth.
Support may include:
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Strategic planning and operational oversight
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Leadership of projects, launches, and change
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Strengthening systems, accountability, and coordination
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Translating strategy into structured execution
Retainers are tailored to your business and have a minimum three-month commitment.
The focus is always the same.
To provide the level of operational leadership that allows your business to grow without adding more pressure.
So that:
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Revenue growth is supported by structure, not strain
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Profit becomes clearer and more predictable
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Decisions stop circling back to you
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The team delivers confidently without constant supervision
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You have space to think strategically rather than react daily
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You can step away for holidays or personal commitments, knowing the business will continue to run
Operational leadership is not just about efficiency.
It is about building a business that performs well and does not depend entirely on you holding it together.
Project Based and Specialist Work
Not every business needs immediate ongoing leadership.
Sometimes a defined intervention is the right starting point.
We also offer clearly scoped project work, including:
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Full operational reviews and audits
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Structured growth planning
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Leadership support during change
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ISO readiness and compliance preparation
All work is defined clearly in advance.
Clear priorities.
Confident teams.
Proactive execution instead of reactive problem-solving.
More predictable growth.
Less pressure and fewer decisions landing back with you.
A business that supports your life, not consumes it.
The Results
Client Feedback
“My mantra is ‘we could all do with an Emma’ and it’s true. Since Emma started supporting one of my lead team members, I’ve seen a remarkable change in their attitude, confidence and ability to cope under pressure.
Before Emma started supporting, they had just returned from a long period of sickness; their workload felt overwhelming and wellbeing was fragile. Since working with Emma, they’ve become more resilient, more focused and more positive.
I’ve also noticed that they are able to cc. Emma’s support and influence has made a real difference.
We could all do with an Emma!"
- Clinical Manager, NHS Community Hospital.