👥 Roles & Responsibilities
Clear Ownership. No Confusion. No Finger-Pointing.
🎯 PURPOSE
Eliminate "This is not my job" syndrome. Every task has ONE clear owner. No confusion, no finger-pointing.
🚨 CRITICAL OWNERSHIP RULES
- If a task appears in your 'Specific Responsibilities', you own it. No excuses.
- If you're the 'Backup Person', you must know how to do the task 100%.
- 'Reports To' gets daily updates. 'Escalates To' gets urgent issues only.
- When in doubt about ownership, the Project Manager owns it until clarified.
- Update this document quarterly or when roles change.
PROJECT MANAGER
Project Delivery & Resource Allocation
📦 Primary Area 1: Project Delivery & Timeline
Specific Responsibilities:
- Open tickets in Discord within 30 minutes of order received
- Collect Shopify access credentials within 4 hours of order
- Assign developer and designer to project same day
- Send daily client updates via Fiverr message and WhatsApp
- Run 60-point QA checklist before any delivery
- Record and send video walkthrough for every delivery
- Track all deadlines in DST (Daily Status Tracker)
- Ensure all projects follow the 7-12 day timeline for Basic, 14-21 days for Standard, 30-45 days for Premium
Owns Decision For:
- Task assignments to team members
- Deadline setting (within package time limits)
- Revision acceptance or rejection
- Communication tone and frequency with client
⚙️ Primary Area 2: Resource Allocation
Specific Responsibilities:
- Balance workload evenly across all developers
- Maintain 75-85% team utilization rate
- Identify bottlenecks daily during standup
- Flag capacity issues to Delhi Team 48 hours before they become problems
- Coordinate cross-team dependencies between design and development
- Track individual developer velocity and adjust assignments
- Maintain project queue and priority order
Owns Decision For:
- Which developer handles which store
- Priority order of tasks when conflicts arise
- When to pause or accelerate specific projects
- Resource reallocation during emergencies
CLIENT SUCCESS MANAGER
Client Communication & Retention
💬 Primary Area 1: Client Communication
Specific Responsibilities:
- Respond to ALL client messages within 3 hours maximum
- Handle all post-delivery support queries first
- Manage testimonial and review collection process (ask at Day 7 and Day 14)
- Handle feedback and complaints at first level before escalating
- Run happiness check call/message 7 days post-delivery
- Schedule and conduct weekly video calls with Premium package clients
- Maintain client communication log with notes on preferences and history
- Send proactive updates when projects are on track
Owns Decision For:
- Which response templates to use
- Support scope decisions (what's included vs chargeable)
- When to offer goodwill gestures (maximum $50 value without approval)
- Communication channel preferences per client
📈 Primary Area 2: Upselling & Retention
Specific Responsibilities:
- Pitch maintenance packages at the 30-day mark post-delivery
- Identify upsell opportunities (SEO, Speed Optimization, Email Marketing, Ads Setup)
- Track client lifecycle stage (New → Delivered → Support → Maintenance → Upsell)
- Send strategic re-engagement messages at 60 days and 90 days post-delivery
- Maintain client database with detailed notes
- Track upsell conversion rates and report monthly
- Create case studies from successful client stores
Owns Decision For:
- Which upsell to pitch and when
- Discount on upsells (maximum 10% without approval)
- Priority order for re-engagement outreach
- Timing of follow-up messages
LEAD DEVELOPER
Technical Quality & Standards
🔧 Primary Area: Technical Quality & Standards
Specific Responsibilities:
- Review ALL code before any delivery to client
- Ensure all stores achieve 90+ PageSpeed mobile score
- Verify all stores load in under 2 seconds
- Test all stores on mobile (iPhone, Android) and desktop (Chrome, Safari, Firefox)
- Validate all app integrations are working correctly
- Fix any bugs reported within 24 hours
- Maintain technical documentation and coding standards
- Train junior developers on best practices
- Evaluate new themes and apps for team use
- Create reusable code snippets for common customizations
Owns Decision For:
- Technical approach for complex builds
- Theme selection recommendations (from approved list)
- App recommendations for specific functionality
- Bug priority classification (Critical, High, Medium, Low)
- Code review pass/fail decisions
DEVELOPERS
Store Building & Development
🏗️ Primary Area: Store Building & Development
Specific Responsibilities:
- Build Shopify stores according to SOP timeline (Basic: 7-10 days, Standard: 14-18 days, Premium: 25-35 days)
- Post daily progress updates in Discord project channel before 6 PM
- Log time spent on each task accurately
- Flag any blockers to PM within 2 hours of encountering them
- Complete self-QA using checklist before submitting for Lead review
- Achieve maximum 2-3 revisions per project
- Follow mobile-first development approach
- Implement speed optimization on every build
- Document any custom code with comments
- Attend weekly technical training sessions
Owns Decision For:
- How to implement specific features within guidelines
- Best coding approach for customizations
- Liquid code structure and organization
- Minor UI adjustments within design specs
LEAD DESIGNER
Design Standards & Quality
✨ Primary Area: Design Standards & Quality
Specific Responsibilities:
- Set design guidelines and standards for each niche (Fashion, Beauty, Electronics, Food, etc.)
- Review ALL designs before sharing with client or development
- Maintain brand consistency across all deliverables
- Approve color palettes and font choices for each project
- Create reusable design templates for common store types
- Maintain design asset library (icons, patterns, stock images)
- Train junior designers on CRO principles and best practices
- Stay updated on Shopify design trends and competitor analysis
Owns Decision For:
- Design direction for stores within brand guidelines
- Font and color recommendations
- Image sourcing approach and style
- Layout patterns for different niches
- Design tool and resource selection
DESIGNERS
Visual Execution
🎯 Primary Area: Visual Execution
Specific Responsibilities:
- Create homepage mockups within 48 hours of project assignment
- Design all pages per SOP (Homepage, Product Page, Collection Page, About, Contact)
- Source royalty-free images from approved sources (Unsplash, Pexels, client-provided)
- Create custom banners and graphics as needed
- Optimize all images for web (compress, resize, correct format)
- Achieve maximum 2 design revisions per project
- Follow mobile-first design approach
- Maintain organized project files with proper naming
- Document design decisions for developer handoff
Owns Decision For:
- Layout arrangements within approved guidelines
- Image placement and sizing
- Spacing and visual hierarchy
- Icon and graphic style within brand
SALES EXECUTIVE
Lead Handling & Gig Optimization
🎯 Primary Area 1: Lead Handling & Conversion
Specific Responsibilities:
- Respond to ALL Fiverr inquiries within 15 minutes during business hours (9 AM - 9 PM)
- Qualify leads using MTND framework (Money, Time, Need, Decision-maker)
- Send custom proposals within 2 hours of qualification
- Handle objections using approved objection handling sheet
- Follow up 3 times on warm leads (Day 1, Day 3, Day 7)
- Update pipeline status daily in tracking sheet
- Achieve 20-25% inquiry-to-order conversion rate
- Track and report lost deal reasons weekly
Owns Decision For:
- Response content within approved templates
- Lead qualification decisions (pursue or pass)
- Follow-up timing and frequency
- Which gig package to recommend based on client needs
📊 Primary Area 2: Gig Optimization & Growth
Specific Responsibilities:
- Track conversion rates daily and report weekly
- A/B test response templates (test one variable per week)
- Analyze lost deal reasons and propose solutions
- Maintain competitor intelligence (pricing, offerings, reviews)
- Update portfolio with new work monthly
- Propose gig optimization ideas (titles, descriptions, images)
- Monitor gig ranking and performance metrics
- Identify new service opportunities from client requests
Owns Decision For:
- Template variations to test
- Gig tag and keyword updates
- Portfolio piece selection
- Response timing optimization
HR MANAGER
People Operations & Hiring
👤 Primary Area 1: People Operations
Specific Responsibilities:
- Track attendance daily using attendance system
- Process leave requests same day (approve/deny with reason)
- Manage advance salary requests per policy
- Maintain complete employee files with all documents
- Schedule and coordinate monthly performance review meetings
- Handle employee grievances at first level
- Ensure salary processing by 1st of each month
- Track and manage probation periods and confirmations
- Maintain employee contact and emergency information
Owns Decision For:
- Leave approval within policy limits
- Advance approval within limits (up to 50% of monthly salary)
- Warning letters (after consultation with PM)
- Training schedule coordination
🚀 Primary Area 2: Hiring & Onboarding
Specific Responsibilities:
- Post job openings on approved channels per hiring requirement
- Screen all applications (Stage 1 filtering)
- Coordinate and assign test tasks to shortlisted candidates
- Run reference checks for final candidates
- Prepare offer letters using approved template
- Conduct Day 1 onboarding including paperwork, system access, team introductions
- Ensure all joining documents are collected and filed
- Schedule first week training and buddy assignment
- Conduct 30-day and 60-day check-ins with new hires
Owns Decision For:
- Which candidates pass initial screening
- Test task evaluation criteria
- Onboarding schedule and content
- Training module assignments