I have an executive assistant and office manager seat on my Accountability Chart who does a great job keeping things organized, but we cannot figure out what weekly leading indicators to track for this back office role. What numbers should we use?

Question

Tyler Smith · Accepted Answer

Many owners struggle to find measurables for back-office or administrative seats because these roles do not directly generate revenue or build physical products. However, every seat on your Accountability Chart must have at least one weekly scorecard metric to ensure they are GWCing their role. For an executive assistant or office manager, you must look at the specific outcomes they are accountable for, rather than just their daily tasks. Consider tracking the percentage of calendar invites sent with complete meeting agendas at least forty-eight hours in advance. Another excellent leading indicator is the weekly response time for internal support tickets or office supply replenishment cycles. You can also measure the weekly variance in office administrative expenses against the budget, or the percentage of travel arrangements booked within seventy-two hours of a request. If this seat handles billing support, track the number of disputed invoices resolved weekly. The key is to avoid tracking raw activity, like hours worked or emails sent, and instead focus on metrics that measure efficiency, accuracy, and support velocity. When these back-office numbers are consistently green, they free up significant capacity for the rest of your leadership team. Select two or three simple, objective metrics that directly correlate with a smooth-running office environment and add them to your weekly scorecard immediately.