Your business grew. Your operations didn’t.
I help founders of online education, coaching and course businesses with 10–40 people build the systems, SOPs and onboarding that let the business run without everything going through them.
As COO, I helped scale an online training company from 8 to 25+ people, with 50% faster onboarding and 93% retention.
With documented systems, clear ownership and tools that work together, your team can run the day-to-day, and you can focus on strategy, growth and long-term vision.
Sound familiar?
You’ve hired good people, but the business still runs on you. Here’s what that usually looks like:
● Every new hire gets onboarded a little differently, depending on who has time that week.
● Key processes live in one person’s head. If they’re out, things stall.
● You pay for HubSpot, Monday, Slack and a payroll tool, but no one is sure how they connect.
● Approvals, handoffs and “who owns this?” questions all end up in your inbox.
● You can’t tell how the business is doing without digging through spreadsheets.
You’re too big to run on memory and good intentions, and too small to hire a full-time COO. That gap is where I work.
Built for Growing Small Businesses
I partner with founder-led companies with 10–40 employees and contractors, in any industry.
If that’s you, you’re probably:
Hiring regularly and
feeling the strain of growth
1
Using several software tools
that don’t quite work together
2
Without a dedicated
operations leader
3
Preparing to scale,
raise money or sell
4
When processes live in people’s heads, every new hire, absence and handoff costs you time. Documented systems give that time back to you and your team.
At Empower and Cultivate
You get:
● Written SOPs for the workflows your business depends on
● A consistent hiring, onboarding and offboarding system
● A clear map of your tools and who owns what
● A KPI dashboard so you can see how the business is doing
I help businesses with 10–40 people build the systems, SOPs and onboarding that let them run without everything going through the founder.
MEET SUSAN
The Driving Force behind Empower and Cultivate
Former COO · Fractional Head of Operations
I’m a former COO and fractional Head of Operations with 6+ years building the systems that keep growing companies running.
I don’t hand you a binder and leave. I work inside your business, alongside your team, until the systems actually stick.
Testimonials
I had the privilege of working closely with Susan during a key growth phase at Dion Training. She was instrumental in taking the company from a small, privately held business through a successful sale and further scaling it post-acquisition. Her operational instincts are exceptional. She is sharp, steady, and builds the kind of systems that free founders to focus on the big picture. Above all, she’s an exceptional leader. Our employees consistently said she’s the best manager they’ve ever had, bringing out the best in people while staying focused on results.
— Sasha LeFlore, Founder, Yellowbridge Partners
Working with Susan was a game-changer for our organization. She brought immediate clarity to our team structure, helping us define roles, streamline communication, and reduce friction across departments.
What really stood out was her ability to build a culture of accountability without losing empathy. People felt supported and clear on expectations—and that’s a rare balance.
Thanks to her guidance, every team in the company is now self-sufficient. The systems and processes she put in place continue to drive results long after her day-to-day involvement.
Susan also dramatically improved our operational efficiency. Meetings became more focused, workflows more streamlined, and we finally had visibility into what actually moved the needle.
If you’re looking for someone who can bring structure, culture, and performance into alignment—Susan’s the real deal.
— Eduardo Cosme, Dion Training Solutions
What This Looks Like in Practice
As COO of an online training company, I helped grow the team from 8 to 25+ people, with:
40% faster time-to-hire
1
2
50% faster onboarding
3
93% employee retention through rapid growth
4
95% on-time delivery rate
Most recently, as Head of Operations for a 25-person company, I documented every department’s workflows and mapped how its tools work together.
With the right foundation in place, you can:
Scale or sell the business
Lead instead of firefight
Delegate with confidence
A Clear Path From Scattered to Scalable
Every engagement has a defined scope and price, so you always know what you’re getting.
I don’t hand over a report and disappear. I work inside your business, alongside your team, until the systems stick. Here’s how it works:
● Mapping how your business actually runs today
● Building the SOPs, onboarding and tools your team needs
● Keeping your systems current as you grow
Operations Assessment
In 3 weeks
I find what’s broken, where everything is getting stuck on you, and what to fix first.
Operations Foundation Build
Over 90 days, I your most important systems with your team, so daily work runs the same way every time and depends less on you.
Fractional Ops Partner
Monthly strategic guidance once your systems are in place, so your team keeps improving without you running it day to day.
For Business Owners Who Are Done Doing It All
This is for you if you’re:
A Small Business Owner
You’ve built something real and steady, but it still needs you to run things smoothly.
An Entrepreneur
You want a reliable team and structure without giving constant direction.
A Founder
You’re looking to scale or sell your business, but ops are messy.
A Visionary Leader
You want to delegate with confidence and step out of the day-to-day.
Ready to Stop Being the Bottleneck?
Book a free 30-minute call.
We’ll talk about where things are getting stuck and whether an Operations Assessment is the right first step.
Credentials
Clockwork Certified Partner (TM) – Run Like Clockwork
Certified Online Business Manager – International Association of Online Business Managers
Certified Director of Operations – The Ops Authority
Scrum Master Certified (SMC) – PeopleCert