🧭 Mission

A MuseMinded Controller will take complete responsibility for the deliverables of the operation, build a team and implement systems designed to support the company's growth, and create a culture of radical customer care.

🥅 Outcomes

Master and harness 100% of MuseMinded's domain knowledge ("buck stops here" mentality)

• Able to answer all questions rolled up to you from the team. If you do not know the answer, take ownership of finding it
• Never let a client issue (big or small) pass by without viewing it through an "owner's" lens, looking for opportunities to pivot/learn/improve
• Get creative/innovative in solving problems and meeting clients' needs in ways that remain scalable

Make the bookkeeping maintenance operations more efficient

• Responsible for ensuring that no task is forgotten or overlooked throughout each client's monthly cycle, all are completed thoroughly and in a timely manner, and that they are executed with consistency from month to month
• Prioritize each client's experience/success by ensuring that their nuances are documented for team-wide reference
• Oversee workflows, with an eye for improvements in quality, efficiency, and client satisfaction
• Oversee onboarding operations, including scoping out each project and managing the team of Virtual Assistants contracted to get the tasks completed
• Grow in your expertise of areas including accounting/bookkeeping, business management, client success, communication, and problem-solving

Assist in growing our Net Promoter Score to 90+

• Collaborate with the Operators and Financial Concierge to implement client success frameworks
• Demonstrate the ability to make this outcome a top priority without sacrificing the success of other operational initiatives

Develop and implement quality control standards and practices

• Standards of quality are to be laid out and published with the team
• Based on those standards, systems are to be created that maintain and track their follow-through
• When VAs are failing to live up to the predetermined quality standards, using proper judgement, the Controllers will either offer coaching or terminate the contract using processes lined out in the HR playbook