Process & Systems Design
Build the operating systems that let your business run without you in every room.
Most businesses don't have a process problem. They have a clarity problem. Things get done, but they depend on tribal knowledge, ad-hoc workarounds, and whoever happens to be available.
I help you design systems that are intentional, repeatable, and built for how your team actually works. That includes your marketing and sales flows too.
What this can look like
- Workflow mapping & design: see how work actually flows, then make it flow better
- SOP development: clear, usable documentation that people will actually follow
- OKR & goal frameworks: align your team around what matters, with built-in accountability
- Operating cadences: the meeting rhythms, check-ins, and reviews that keep things on track
- Process audits: find the bottlenecks, redundancies, and gaps you've been working around
- Marketing & sales flows: email campaigns, lead tracking, CRM pipelines, and outreach sequences that actually convert
Signs you might need this
- You're the bottleneck. Things stall when you're unavailable
- Your team is "busy" but it's hard to tell what's actually getting done
- Processes exist in people's heads, not on paper
- You've scaled but your operations haven't kept up
- Your marketing and sales efforts aren't connected to a clear system
Sample: Ticket Prioritization Scoring System
Pain Points and Dev Tasks were tracked as separate Asana tasks, then linked together. Pain Points were scored by impact (blocks a sale, a customer, or an internal process?), source (external vs. internal), and how painful the workaround was. An Apps Script read the linked Pain Point score, combined it with the Dev Task's cost estimate, and wrote a final 1–5 priority back to the Dev Task.
Asana Task + Scoring Script
Pain Point
Employees submit one document at a time (no multi-file upload)
Pain Points › Active
Source
Internal (employee workflow)
Impact
Blocks Internal Process
Workaround Pain
High: re-enter upload flow per file
Pain Score
42 / 65
Linked Dev Task
Dev Task
Add "Upload Another" / "Continue" prompt after single file upload
Dev Backlog › Prioritized
Linked Pain Score
42 / 65
Cost Estimate
Low (1–2 hrs)
Priority Score
4 / 5
set by Apps Script
Apps Script reads these fields via the Asana API and writes the final score back to the Dev Task:
// Pain score already computed on the Pain Point record
const PAIN_WEIGHTS = {
blocks_sale: 40, blocks_customer: 25, blocks_internal: 10,
external: 15, workaround_pain: 8, // per point (1–5)
};
// Dev Task priority = pain score / cost factor, normalized to 1–5
function scoreDevTask(painScore, costFactor) {
return Math.min(5, Math.ceil(painScore / costFactor / 20));
// high pain + low cost = high priority
}
Ticket Severity & Scope Matrix
Tickets were classified by severity (1 = system-wide outage, 5 = aesthetic issue) and scope. The intersection defined the recommended response and review times, giving the team a shared language for triaging all incoming work.
Severity × Scope Framework
| Severity / Scope |
Widespread |
Multi-Org |
Single Org |
User |
Internal |
| Critical |
Critical |
High |
High |
Medium |
| Critical |
High |
High |
Medium |
Medium |
| High |
Medium |
Medium |
Low |
Low |
| Medium |
Low |
Low |
Backlog |
Backlog |
| Low |
Low |
Backlog |
Backlog |
Backlog |
Critical: 15 min / 1 hr
High: 2 hr / 4 hr
Medium: 1 day / 3 days
Low: 3 days / 1 wk
Backlog: no SLA
Examples of My Work
Ticket Severity Matrix
Designed and implemented a severity matrix for a healthtech startup's product and support teams. The framework provided a conceptual organization for all incoming tickets and defined recommended turnaround and review times by severity level, bringing consistency to a process that had previously been ad hoc.
Ticket Prioritization Scoring System (Asana)
Built a data-driven ticket prioritization system from the ground up. Starting with a conceptual framework that weighted cost and benefit factors, the design was translated into a numeric scoring model. Using Asana's API and custom form fields, incoming tickets were automatically scored and ranked by priority, removing guesswork and keeping the team focused on highest-impact work.
Agile Project Management Redesign
Overhauled how a growing startup organized and used its agile project management software. Redesigned team workflows, ticket structures, and project hierarchies to better reflect how work actually moved through the organization.
Project Management Implementation for Nonprofit
Implemented project management software for a nonprofit client and designed custom workflows within it to bring structure to daily task management, giving the team a clear, shared system for the first time.
Volunteer Tracking System
Built a structured Google Sheet tracker using a custom script to manage volunteers, organizations, and assignees for a community assistance program. The script automated the initial build-out, ensuring a consistent and scalable structure from day one.
Currency Conversion Feature Rollout
Led end-to-end delivery of a currency conversion feature for a B2B client. Scope included one-on-one discovery with the client to understand their payroll workflows, architecture decisions with the development team, QA testing, client-facing presentation, and hands-on training for the document processing team.
Security SOPs & Best Practices
Designed security SOPs and implemented organizational best practices for password management and account change management, ensuring consistent and auditable handling of sensitive access across the team.
HubSpot Setup & Donor Re-Engagement Campaign
Set up HubSpot from scratch for a nonprofit client, importing all existing leads and building a donor re-engagement campaign. Segmented donors by giving level and psychographics, then created custom content tailored to each segment to drive renewed engagement.
SEO Optimization & Lead Generation Content
Performed SEO optimization and created content designed to generate leads, improving organic search visibility and driving inbound interest through targeted, high-value content.
