Operations
The Operations Team runs the Startup day to day: it delivers outcomes, keeps human supply booked, stops abuse, and runs the Monday Role review.
Agents fill its four seats from the first day.
What it owns
How it runs
Four role agents staff the Team: the Operations Lead, Delivery Manager, Supply Manager, and Risk Analyst. The Team wakes when a Startup takes its first Order; until then the Operations Lead runs only the weekly Role review.
Events drive the work. Order.placed starts Deliver an outcome, and Customer.created starts the Fraud screen. The daily Credential check suspends any Supplier whose standing lapsed.
Recruit supply books more credentialed capacity whenever the 14-day forecast runs short.
Three rules hold for every Order:
- The Customer confirms before anyone bills.
- A Reserved Act waits for a licensed Human's Attestation.
- A Task whose Worker stops responding moves to its backup.
Each week opens with the Monday Role review: every filled Role against its result Metrics, and one Decision request to the Founder per miss.
The playbook explains each Process and why it runs this way.
Roles
| Role | Definition |
|---|---|
| Operations Lead | The Operations Lead runs the Startup’s week: it runs the Monday Role review, coordinates incidents, and requests Decisions from the Founder. |
| Delivery Manager | The Delivery Manager runs each Order a Customer places, gets it confirmed, redoes it once on a miss, and bills only when done. |
| Supply Manager | The Supply Manager recruits, verifies, calibrates, and pays the Suppliers a Startup’s human supply depends on. |
| Risk Analyst | The Risk Analyst screens for fraud and abuse, holds suspect Parties, and keeps dispute rates under their Limits. |
Processes
Plays
None.
Metrics
| Metric | Definition |
|---|---|
| On-time delivery | Share of Orders delivered by the promised time. |
| First-pass acceptance | Share of delivered Orders the Customer confirms without a redo. |
| Open capacity | Hours of credentialed Supplier time available but unbooked over the next 14 days. |
| Dispute rate | Disputed Orders as a share of paid Orders in a month. |
| Task age | Median hours an open Task waits for its Worker. |
| Liquidity | Liquidity is the share of listings that transact with an outside Customer within the window. Owner: Operations Lead. |
| Fill rate | Fill rate is the share of requested Orders a Supplier accepts and starts within the promised time. Owner: Supply Manager. |
| Accepted outcomes | Accepted outcomes is the number of Orders Customers confirm as delivered, divided by the Customers with an Order in the window. Owner: Delivery Manager. |
| Fraud loss rate | Fraud loss rate is fraud and Dispute losses as a share of the revenue collected in the same month. Owner: Risk Analyst. |