Q2 — Operations Team OKRs
Source: Notion — Operations Manual (Internal → Operations → Operations Manual)
Exported: 2026-03-30
Notion status (at export): In Progress
OKR-only skim: q2-operations-team-okrs-at-a-glance.md
Note: Archived “1st Draft” / “2nd Draft” toggles in Notion are not reproduced here.
Purpose
Run Q2 Operations so that internal requests are visible and triaged in one place, client cash timing does not unnecessarily block team AP/payroll, everyone follows published policies (Clockify, PTO/OOO, and the rest of the Operations Manual), and each month’s OKR commitments are reviewed the following month once April has set the fixed quarterly themes. This keeps finance, people, and delivery expectations aligned without silent handoffs.
Standard
- Intake: Actionable ops work uses the centralized funnel into Linear (Triage where applicable); tickets leave Triage or close with reason within the agreed window; Done includes requestor confirmation or documented handoff.
- AR → AP: Ops (with finance/CSO as needed) confirms invoicing prerequisites, tracks aging AR, and escalates before pay-cycle dates when client payment risk threatens on-time team AP; delays are documented with owner and ETA (Linear and/or Manual).
- Policy: Clockify / time tracking, PTO/OOO, and IC policy expectations are the non-negotiable bar; adherence is measured and exceptions are logged (People Ops / Head of Ops as applicable). New or changed policy is reflected in the Operations Manual within two weeks of rollout.
- Legal / Finance roadmap: Partner with the executive team on a lightweight roadmap for Legal and Finance support (external partners / constrained staffing) so priorities, owners, and timing are visible next to Ops execution.
- Monthly OKR hygiene: Head of Operations may adjust Ops OKRs once per month after priorities are fixed; changes are traceable (Manual or linked planning doc). OKR 4 (prior-month monitoring) is operational starting May 1 for Q2: May reviews April, June reviews May (June may also include end-of-Q2 rollup).
Program overview
OKR 1. Request intake & triage
§1 Engagement overview
- SOW (scope): This OKR + KRs under Success metrics.
- Client / stakeholders: All internal requestors; Ops as service owner.
- Engagement period: Q2 (fiscal quarter dates).
- Linear team: Ops board with Triage (and bot/automation creators as documented).
OKR 2. Client AR & team AP predictability
§1 Engagement overview
- SOW: This OKR + KRs under Success metrics (invoicing rhythm, aging AR, pay-cycle risk).
- Stakeholders: Head of Operations, finance/payroll path (e.g. Leoluna execution per existing SOP), CSOs/client owners for collections context, all team members affected by AP timing.
OKR 3. Policy adherence (Clockify, PTO, Operations Manual)
§1 Engagement overview
- SOW: This OKR + KRs under Success metrics.
- Stakeholders: All team members; People Ops / leads for PTO; Ops for Manual accuracy and compliance reporting.
- Operating principle: Ops reduces friction (clear comms, reminders, tooling) before escalation; avoid being seen as only “police.” When someone still won’t comply after enablement, use Policy Non-Compliance Escalation.
- Canonical reference: Operations Manual (Notion); linked policies (e.g. Time Tracking, Time Tracking Compliance, OOO/PTO, IC compliance expectations).
OKR 4. Monitor prior-month Ops OKR implementation
§1 Engagement overview
- SOW: This OKR + KRs under Success metrics.
- Stakeholders: Head of Operations, leadership (monthly OKR adjustment), Ops team executing carry-forwards.
- Effective dates (Q2): April = finalize measurement and templates; first mandatory prior-month review = May (April OKRs). June = May review + Q2 close-out as needed.
Initiatives
OKR 1. Request intake & triage
§2 Initiatives (Linear)
- Initiative name:
Internal Ops | Request intake & triage - Business unlock: One funnel into Linear; nothing slips without triage or closure reason.
- Delivery date: End of Q2. (Tentative)
- Services used: Internal (Slack, Linear, forms).
OKR 2. Client AR & team AP predictability
§2 Initiatives (Linear)
- Initiative name:
Internal Ops | AR visibility & AP runway - Business unlock: Fewer pay cycles blocked by surprise late AR; aging-driven visibility; predictable escalation; upfront ACH/card (and optional discount) where approved.
- Delivery date: End of Q2. (Tentative)
OKR 3. Policy adherence (Clockify, PTO, Operations Manual)
§2 Initiatives (Linear)
- Initiative name:
Internal Ops | Policy adherence & Manual alignment - Business unlock: Measurable compliance; policies people can find and follow.
- Delivery date: End of Q2. (Tentative)
OKR 4. Monitor prior-month Ops OKR implementation
§2 Initiatives (Linear)
- Initiative name:
Internal Ops | Prior-month OKR monitoring - Business unlock: No “silent” drop of last month’s commitments; clear carry-forward.
- Delivery date: May–June operational cadence within Q2 (see Standard).
Objectives
- All ops requests flow through one funnel and are managed in Linear.
- Client receivables and internal pay timing are visible; late AR is managed before it delays team AP without warning.
- Team members adhere to Clockify, PTO/OOO, and other published Operations Manual policies—with Ops enablement first (clarity, tooling, reminders), measured adherence, and tagged escalations when needed.
- Each month after April, prior month’s Ops OKR implementation is reviewed, blocked items owned, and monthly OKR changes logged.
Projects
OKR 1. Request intake & triage
§3 Projects
- Centralized intake coverage — Owner: Ops + automation partner. Start → Target: Q2 start → mid-Q2 baseline.
- Triage SLA & reporting — Target: measure “created → left Triage within 1 business day.”
- Closure hygiene — Target: Done = requestor notified or handoff logged.
OKR 2. Client AR & team AP predictability
§3 Projects
- AR aging & owner map — Client/account owner, invoice cadence, “at risk” threshold.
- Pre–pay-cycle checkpoint — Weekly or per-cycle review tying AR to upcoming AP/payroll dates.
- Escalation play — CSO/finance/Ops steps when AR jeopardizes AP; templates in Linear/Slack.
- Upfront payment rails (ACH + card) — With Finance and exec: enable ACH and credit card for pay-in-full / upfront invoices where offered; document optional small upfront discount if approved.
OKR 3. Policy adherence (Clockify, PTO, Operations Manual)
§3 Projects
- PTO/OOO sampling — Checklist vs OOO policy; gap list to managers/People Ops.
- Manual policy inventory — Clockify, PTO, IC expectations, payroll/time handoff SOPs: owner, link, “how we measure.”
OKR 4. Monitor prior-month Ops OKR implementation
§3 Projects
- Review template — One page or Linear project: prior month KRs, RAG status, evidence link.
- Monthly review ritual — Owner, calendar, deadline (e.g. 5th business day of N+1).
- Change log — When monthly OKRs shift, record what changed and why.
Milestones
OKR 1. Request intake & triage
| Milestone | Parent project | What delivered | Suggested target |
|---|---|---|---|
| Intake channels mapped | Centralized intake | Doc: which asks → Slack/form → Linear Triage | Early Q2 |
| KR1 measurement defined | Triage SLA | “Triaged” definition + filters | Early Q2 |
| Confirmation standard live | Closure hygiene | Template + optional automation | Mid Q2 |
| Q2 KR review | (any) | Triage % + zero orphan Done | End Q2 |
OKR 2. Client AR & team AP predictability
| Milestone | Parent project | Deliverable | Target |
|---|---|---|---|
| AR aging view v1 | AR aging map | Report or sheet: client, amount, age, owner | Early Q2 |
| Pay-cycle tie-in | Pre-pay-cycle checkpoint | Written rule: when Ops checks AR vs AP | Mid Q2 |
| Escalation live | Escalation play | Runbook + 1 exercised example | Mid Q2 |
| Q2 sample audit | (any) | Sample of late AR vs AP impact | End Q2 |
OKR 3. Policy adherence
| Milestone | Parent project | Deliverable | Target |
|---|---|---|---|
| Baseline adherence | Dashboard | Baseline % (Clockify/submit) | Early Q2 |
| PTO sample round 1 | PTO sampling | Findings + follow-ups | Mid Q2 |
| Critical policy table | Manual inventory | SOP, owner, link, metric | Mid Q2 |
| Q2 compliance review | (any) | Summary to leadership | End Q2 |
OKR 4. Prior-month monitoring
| Milestone | Parent project | Deliverable | Target |
|---|---|---|---|
| Template + owner | Review template | Notion/Linear template approved | End April |
| First review (April OKRs) | Monthly ritual | May completion per KR1 | Early May |
| Second review (May OKRs) | Monthly ritual | June completion | Early June |
| Q2 rollup | Change log | Optional June summary | End Q2 |
Technical approach
OKR 1. Request intake & triage
§5 Technical approach (summary)
- Slack slash commands / forms → Linear; optional webhook/state history for time-in-Triage.
- Document measures in Operations Manual.
OKR 2. Client AR & team AP predictability
§5 Technical approach
- Single source for invoices/aging (accounting tool + export, or finance-approved sheet); link tickets for exceptions; AP/AR aging fields support KR1.
- AP Worksheet for Unscheduled / non-initiated Ramp payables.
- Align with Payroll SOP and client billing cadence. Finance Spreadsheet
- Upfront ACH + card: Processor setup, SOW/billing doc updates, and (if approved) discount language with Finance + exec.
OKR 3. Policy adherence
§5 Technical approach
- Clockify exports + Operating uploads per existing SOPs; manager/lead view for gaps; friction-reducing changes where repeat misses.
- Notion DB of policy non-compliance per team member including intervention tag (awareness / tooling / willful).
- Notion Manual canonical; link Time Tracking Policy, Time Tracking Compliance Policy, Policy Compliance Expectations (ICs), OOO/PTO.
OKR 4. Prior-month monitoring
§5 Technical approach
- Notion page or Linear milestone project per month; link to evidence (dashboards, ticket filters).
- Store monthly OKR diffs in same place as Q2 plan.
Success metrics
OKR 1. Request intake & triage
Objective: All ops requests flow through one funnel and are managed in Linear.
| # | Key result | Target / note |
|---|---|---|
| KR1 | ≥90% of ops requests from centralized intake land in Linear Triage and are triaged within 1 business day. | Triaged = left Triage to an active state or closed with reason. |
| KR2 | No orphan requests: every Done ticket has requestor confirmation or documented handoff in Linear comments. | Binary / audit method as agreed. |
Context & measurement: Linear Ops board, bot creators, closure notes.
OKR 2. Client AR & team AP predictability
Objective: Cash timing is visible and outcome-measured: AP/AR aging (Finance-aligned), past-due balances have Linear ownership, invoice discipline, ACH + credit card where offered, optional small upfront discount with exec + Finance.
| # | Key result | Target / note |
|---|---|---|
| KR1 | Aging (primary): ≥X% of in-scope client AR and/or internal AP in 0–30 day bucket at each month-end in Q2. | X with Finance in April; AP worksheet / Prio weekly cadence supports KR1. |
| KR2 | Past-due AR in Linear: 100% of balances >Y days past expected payment have open or recently resolved Linear issue (owner, last action, next step). | Y with Finance in April. |
| KR3 | Invoice send discipline: Monthly: invoice ≤ 3 business days after first business day of month; other cadences documented; exceptions logged. | |
| KR4 | Upfront rails: ACH + card for upfront / pay-in-full where offered; optional discount with exec + Finance; document in SOP / Manual. |
Context & measurement (short)
- Finance: lock aging definitions, X, Y, reporting source in April.
- Linear: collections action on late AR.
- AP worksheet / Prio / weekly close: paid, cleared, or explained each cycle.
- ACH/CC/discount: Ops implements; commercial policy exec + Finance.
OKR 3. Policy adherence (Clockify, PTO, Operations Manual)
Objective: Policies easy to find, follow, and supported; Ops greases the wheels then escalates when gap is behavior, not system. Manual is source of truth.
| # | Key result | Target / note |
|---|---|---|
| KR1 | Clockify / time-tracking meets agreed team target (e.g. 88% monthly, Time Tracking Compliance Policy). | Numerator/denominator in April; friction fixes when clustered. |
| KR2 | PTO/OOO: ≥ 95% of weekly random sample match OOO policy. | People Ops. |
| KR3 | Escalation hygiene: 100% of formal policy escalations have intervention tag (awareness / tooling / willful) + next step. | Policy Non-Compliance Escalation; monthly with Head of Ops. |
Context & measurement: Encode existing Manual language; fix comms before assuming bad intent when misses look like noise or missed ceremonies.
OKR 4. Monitor prior-month Ops OKR implementation
Objective: Prior month reviewed on schedule; slips owned; monthly OKR tweaks logged.
| # | Key result | Target / note |
|---|---|---|
| KR1 | By 5th business day of May, June (and July if needed): written review for prior month—each KR G/Y/R + one line of evidence. | April = template; first scored = May for April. |
| KR2 | 100% of Yellow/Red KRs have Linear or Manual note with owner + ETA. | |
| KR3 | If monthly OKR set adjusted, 100% have dated change-log entry. | Head of Ops + leadership. |
Context & measurement: Governs May–June in Q2; April = templates and baselines for OKRs 1–3.