This week’s Founder Fundamentals session explored operational excellence for startups, featuring Candice Ooi, Fractional Chief of Staff and COO. Candice works closely with visionary founders and executives to build clarity, alignment, and strategic execution across their businesses. With deep expertise in strategy and operations, she bridges high-level vision with hands-on implementation—helping early-stage leaders turn ambiguity into action and scale sustainably without losing focus. Through her guidance, participants gained practical insights into designing systems, improving communication, and building the operational foundations that drive long-term business growth.
Turning Systems into Strategy
Candice opened by reframing operations as the engine of a business—not just a back-office function. While many founders focus on products and revenue, she emphasized that operational inefficiencies account for nearly 55% of startup failures. Building a company “from the inside out” through strong systems empowers teams, reduces burnout, and drives long-term growth.
Drawing from James Clear’s Atomic Habits, Candice reminded founders:
“You don’t rise to the level of your goals—you fall to the level of your systems.” - Candice Ooi
The Five Pillars of Effective Operations
Candice structured the session around five foundational pillars that help startups scale with confidence:
1. People and Culture
Hiring the right people for the right roles is critical. Using the People Analyzer from the Entrepreneurial Operating System (EOS), founders can assess fit by asking whether a team member gets it, wants it, and has the capacity to do it.
She also highlighted the importance of values alignment, encouraging leaders to ensure that espoused company values match enacted behaviours.
“Culture eats strategy for breakfast. A strong culture is when people know what’s expected, feel safe to contribute, and move in the same direction—without drama.”
2. Communication and Accountability
Candice introduced the RACI framework (Responsible, Accountable, Consulted, Informed) to help founders clarify ownership and decision-making authority.
She also recommended adopting a structured weekly meeting format, the Level 10 (L10) Meeting, to keep teams focused on metrics, issues, and solutions.
To maintain productivity and engagement, she advised:
- Use consistent agendas and start/end on time
- Rotate a “tangent police” to keep discussions focused
- End meetings with clear, measurable action items
3. Process and Documentation
Documentation, Candice explained, is the backbone of scalable operations. Using a Documentation Pyramid model—spanning strategy, playbooks, work instructions, and records—she encouraged founders to make process-building part of daily work.
“The goal of operations is to make your life easier, not harder. Document as you go.”
4. Tools and Systems
Candice urged startups to build a lean tech stack that integrates rather than duplicates functions. Founders should prioritize five essentials: information management, communication, project management, accounting, and CRM.
She also shared practical strategies such as using standardized file naming conventions, version tracking, and organized folder hierarchies to streamline collaboration and onboarding.
5. Finance and Metrics
While financial modeling can be outsourced, Candice stressed the importance of staying close to company numbers—particularly cash on hand, burn rate, and runway.
When setting KPIs, she encouraged founders to focus on five to seven key metrics that directly influence growth:
“Ask yourself: what metric would make you cut your vacation short? Those are the ones that matter.” - Candice Ooi
Adopting AI and Automation Responsibly
Candice concluded by exploring how AI can enhance—not replace—operational efficiency. From project management to marketing, AI tools like Notion AI, Validator, and Scribe can improve productivity. However, she cautioned against over-automation and over-reliance.
“AI won’t replace founders—but founders who use AI will outpace those who don’t.” - Candice Ooi
She encouraged participants to start small, create internal AI playbooks, and focus on human strengths like creativity, judgment, and relationship-building.
From Strategy to Sustainability
Candice closed the session with a reminder that operational excellence is not about perfection—it’s about consistency. Founders who commit to small, structured improvements can build momentum that compounds over time.
She encouraged entrepreneurs to view operations as a reflection of leadership: how decisions are made, how people are treated, and how growth is sustained. When systems align with values and purpose, teams can operate with clarity, adaptability, and confidence.
“Discipline is a muscle—the more you work it, the stronger your foundation becomes.” - Candice Ooi
About Founder Fundamentals
Founder Fundamentals is a 12-week workshop series hosted by YSpace and Black Enterprenurship Alliance and powered by City of Markham designed to equip you with essential entrepreneurial skills. Attend 9+ workshops to earn a Certificate of Completion and take the first step toward entrepreneurial success!
About the Speaker
Candice Ooi is a Fractional Chief of Staff/COO where she partners with visionary founders and executives to drive clarity, alignment, and strategic execution across their businesses. With a background in strategy and operations, she bridges high-level thinking with hands-on support, helping leaders scale sustainably without losing focus. Candice specializes in turning ambiguity into action, building systems that support both the business and the people behind it.