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Owned and Operated Culture

Trust Over Control: Managing Offshore Teams Like a Pro

📅 June 4, 2025 ⏱️ 20:22 🎤 John, Lori Mets

Chapters

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  • 0:00
    Shift to Offshore Talent
    The episode begins by highlighting the growing trend of small businesses hiring offshore talent and the significant shift in management approach required.
  • 0:19
    Introducing Lori Mets
    Lori Mets, Director of Inside Operations, is introduced as the guest to discuss her expertise in managing remote teams, particularly offshore staff.
  • 4:47
    Team Structure & Remote Work
    Lori outlines her team's structure, which includes a mix of hybrid and fully remote staff, including overseas employees, primarily in the call center.
  • 6:43
    Leveraging Technology & Vulnerability
    Lori discusses using Slack and Google Meet for video trainings and the importance of leaders showing vulnerability to build trust with remote teams.
  • 9:29
    Daily Cadence & Communication
    The discussion covers communication frequency, including bi-weekly individual meetings and constant Slack interaction, acknowledging varied shifts.
  • 11:58
    Challenges of Offshore Management
    Lori explains the initial learning curve with time differences and the crucial aspect of showing care to offshore employees who may not be used to it.
  • 15:30
    Holidays and Flexibility
    The hosts and Lori discuss how holidays are managed for offshore teams, offering flexibility and alternative tasks for slower days.
  • 22:12
    Tips for Remote Managers
    Lori provides actionable tips for new remote managers, stressing communication, clear measurement of tasks, and consistent feedback.
  • 25:59
    Importance of Personal Connection
    The conversation emphasizes the necessity of maintaining personal connections with remote staff through video calls and showing genuine interest in their lives.
  • 30:27
    Intentionality and Availability
    Lori concludes by highlighting the need for intentionality in remote management, making time for team members, and maintaining an open-door policy.

Speakers

J
John
Host
L
Lori Mets
Director of Inside Operations

Key Takeaways

✦

Prioritize daily communication and regular check-ins, such as a 10-minute morning huddle or end-of-day report in a team channel, to maintain engagement and alignment with your remote field teams.

✦

Utilize video calls for all team meetings, even short ones, to foster personal connections and allow for non-verbal communication, making your team feel more connected.

✦

Define clear tasks and measurable outcomes for each remote role, providing consistent feedback to ensure your offshore staff understands their performance and feels valued.

✦

Cultivate a culture of care and personal connection; acknowledge team members' personal lives, celebrate successes, and be vulnerable as a leader to build trust.

✦

Be intentional about scheduling dedicated time for individual conversations and 'office hours' for your remote staff, as spontaneous interactions common in an office are not possible.

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