Dashboard Specialist Expectations – NORAM
Last updated: March 11, 2025
All Builders
Day to Day
- Builders get a total of 1 hour paid time off every day. This can be broken down however you prefer (1 hour lunch / 30 minute lunch + 2x 15 minute breaks, etc). Any additional time will need to be discussed with your manager.
- Read & follow priorities in the morning slack post
- Attend with full attention, and prepare for as needed, all scheduled department, team, & 1on1 meetings
- Meet deadlines & SLAs for all work claimed, or proactively communicate when it’s not possible to do so
- Assist with team, department, & company-wide projects as directed
- Communicate with leadership on personal issues, workload, & project updates
- Work & act in line with our Core Values
Slack
- Set Status when away for 30+ minutes, or if working outside 9-5 MT
- Set Autoresponder & Status with return date + team tag when OOO
- Respond to posts, tags, & DMs within 30 minutes
- Be active in Question Queues, whether answering or posing questions
- Utilize Slack Huddles / Calls, & always provide follow up in threads to communicate publicly & effectively with other departments
Continued Education & Development
- Keep up to date on all Product & Process Updates
- Attend all Product roll out or Continued Education meetings and review slides, help pages, & slack posts regularly
- Act as a Mentor & Role Model for new hires & Builders transitioning into new projects
- Set, update, & actively pursue challenging goals on a biannual basis
Onboard Builders
- 1-2 OB Build per Builder per day, based on availability & seasonality
- 2-4 Live Builds per Builder per week
- Focus on T0/1s, Easy Build Doc, & LB Escalations when tagged
- 2-4 Reservations Transfers or Build Projects per month
- Respond to OB Buddy coverage when tagged
- Communicate with AE in public channels to ask questions, confirm details, & strategize on optimal setups
- Get on calls with AEs as requested, or to reduce slack back & forth
- Build dashboards that meet established standards & best practices, and are fully completed prior to training
- Provide clear trainer notes & updates to CFs in Close after dashboard has been completed
- Work with Trainers & AEs to make necessary updates to dashboard after training has been completed
- Complete dash checks within 1 hour of post to #checks_dash
Live Builders
- Claim 1-3 Live Builds per day
- Claim 1-2 Technical Expert projects per month
- Prioritize Live Build Escalations in #builders & Technical Expert Assistance Questions in
#amquestionqueue - Build & update dashboards that meet established standards & best practices, and are as completed as possible prior to submitting a Live Build Update
- Communicate with Live Build Submitter, in public channels when possible, to ask questions, confirm details, & strategize on optimal setups
- Provide clear notes in Close for status updates & to summarize communication, & in Slack workflows after request has been completed for next steps
Expectations By Level
Client Dashboard Specialist
Learning Phase:
- Additional practice, explanation, & guidance is required to build simple setups
- Mistakes are common, build accuracy needs improvement, Best Practices are being developed
- Developing both hard & soft skills within the role including various softwares, FH processes, time management, & prioritization
Focus:
- Onboard Build Queue
- Quality over quantity
- Seeks out continued education opportunities, & consistently asks questions
Client Dashboard Specialist 2
Learning Phase:
- Understand concepts, and can build & update with some instruction
- Increased product & process knowledge leads to efficient building, resulting in Builder’s most prolific year at FH in both OBs and LBs
Focus:
- Onboard Build Queue + Easy Live Builds
- Maintaining accuracy with increased complexity & multitasking challenges
- Consistent contribution to team, company, & cross-department projects
- Transitions away from the Easy Build Doc into the real Live Build Queue
Senior Dashboard Specialist
Learning Phase:
- Fully understands product & can build, update, & troubleshoot complex setups with little assistance
- Increased technical skills resulting in the highest OB item counts & complexity
- Developing client-facing experience
Focus:
- Live Build Queue + Technical Experts
- Building & supporting assigned Big Waves & T2+
- Transitions full time into the Live Build Queue
Enterprise Dashboard Specialist
Learning Phase:
- Product Master who is comfortable building, updating, & troubleshooting complex setups with little to no assistance
- Product roll-outs, knowledge transfer, & active mentor
Focus:
- T4+ Live Build Queue + Technical Experts
- Project Management, specifically within the Live Build Queue & Big Waves
- Takes personal ownership of SLAs (T2+, Escalations, TE Requests)
Senior Enterprise Dashboard Specialist
Learning Phase:
- Process Master who is comfortable project managing & guiding others through building, updating, & troubleshooting complex setups
Focus:
- Interdepartmental Consultations + Company Wide Projects
- Actively improving our Process Management, ideally across departments, by providing leadership feedback, engaging with other teams, & owning