01Your Role & Standard
Operations is the connective tissue of Valverax. The OM is responsible for the full lifecycle of a sold project — from the handoff from Sales through materials, scheduling, installation, and final close. Every system that doesn't belong to Sales or Back Office belongs to Operations.
The OM's job is to make sure nothing falls through the cracks. Lead the PM, hold the Rep accountable for documentation, keep the homeowner informed, and close every job cleanly.
Non-Negotiables
- No production without a signed contract and confirmed deposit. OM is the gate. Reps do not bypass this.
- No install date without confirmed crew and materials. Committing a date without resources is a broken promise.
- Homeowner is always confirmed 3 days before install. No surprises for anyone.
- Every closed job triggers IP-07 within 48 hours. Reviews and referrals don't happen by accident.
02The Project Pipeline
Every sold project moves through 7 stages in Valor. The OM is responsible for keeping stages accurate — stale stages hide problems.
03Managing the Handoff
1
Receive & Validate the Handoff Package
When a Rep notifies you of a closed deal, validate before creating the Valor job: signed contract in Drive, deposit confirmed, site photos present, scope notes written. If anything is missing — return it to the Rep. Do not proceed with incomplete handoffs.
2
Create Valor Job Within 24 Hours
Client name, address, phone, project type, scope from contract, Drive folder link. Set status: Pre-Production. This is the project's operational home from here forward.
3
Assign PM and Brief Them on the Scope
Don't just assign — explain. Walk the PM through any unusual aspects of the project: material constraints, homeowner notes, access issues, HOA rules. The PM should know the scope as well as the Rep does.
04Homeowner Communication During Production
Once a job enters production, the OM owns all homeowner communication. The Rep is available for relationship questions, but scheduling, status updates, and logistics go through the OM.
1
Proactive Updates on Delays
If materials are delayed, if the install date needs to shift, if a punch item comes up — contact the homeowner before they contact you. Proactive communication protects the relationship. Silent delays destroy it.
2
3-Day Install Confirmation
Call or text 3 days before every install. Confirm date, time window, access, and any prep the homeowner should do. Log the confirmation in Valor. If no confirmation received — call again the day before.
3
Post-Install & Punch Items
If punch items are logged by the PM, set a resolution date within 5 business days. Contact the homeowner: "Our team noted [item] — we'll have that resolved by [date]." Do not wait for them to call you about it.
05Weekly Operations Review
Pipeline Review
- Any job in Pre-Production for more than 5 days with no materials ordered?
- Any job Scheduled without crew confirmed?
- Any job Closed in Valor with no IP-07 task in HubSpot?
- Any job with an upcoming install that is not homeowner-confirmed?
Sales Pipeline Review
- Any Closed Won deal without a signed contract in Drive?
- Any Closed Won deal without a deposit confirmed?
- Any deal pending for more than 21 days with no activity?
- HubSpot lifecycle stages accurate for all active deals?
06Related SOPs & Resources