Welcome to Legacy.
Everything you need to start as our Director of Operations — how the company works, the job, your laptop, the systems you’ll run, and how the week moves. Read it once. Keep it close.
Welcome
You’re not here to build Legacy. You’re here to help run it — to take a platform that already exists and help make it finally pay off for our agents, every single week.
What Legacy is
Legacy Real Estate Partners is a West Michigan brokerage built on a different model. Instead of competing for agents on commission splits alone, we compete on infrastructure, intelligence, and tools that make our agents more productive than they could be anywhere else. Behind the scenes that’s a large operating platform, a market-intelligence engine, an agent-facing technology hub, and a content and marketing layer — all designed to make every Legacy agent operate above the market average.
Why this role exists
The systems are built. What’s been missing is someone to own the daily rhythm of the business — to run the engines, hold the cadence, and be the human face of operational support for our agents — so the owners, Dave and Terry, can stay on what only they can do: Dave building the platform, Terry leading the team and winning business. That’s you. You are the operational backbone. (The next section explains exactly how the whole machine fits together — read it first.)
Our agents are independent contractors. You can’t mandate — you systematize, support, and make things easy. Your job is to make the system magnetic, not enforced. When something works, agents will pull it toward themselves. Your job is to make sure it works, and that they know it exists.
What success looks like in 90 days
- The rituals run on cadence — the daily standup, the weekly engine review, the monthly sync happen whether or not anyone reminds you.
- The three engines ship — Intelligence, Marketing, and Lead Generation produce on schedule, and when one slips, you catch it first.
- Agents feel it — the tools we’ve built actually reach them, questions get answered within a day, and they know you’re the one who keeps things running.
- The owners are freed up — the operational details that used to pull Dave in five directions now have an owner, so he and Terry stay on their highest work.
This page is both your welcome packet and your home base. Use the menu on the left to jump around. You don’t have to memorize it — you have to know where to look.
How Legacy Works
The whole company in one idea: we build tools that make our agents better, then we make sure agents actually use them. That loop is why Legacy exists — and why we’re different.
Most brokerages compete on commission splits. We don’t. We compete on a machine — a feedback loop that turns ideas into tools, tools into agent habits, and agent results into the next idea. Your role is the part of that loop that has been missing.
The loop
… and what agents need flows back to Dave, so we build the next thing better. ↻
We’ve been good at the first two steps and weak at the third. We build and we connect — but the value hasn’t consistently reached the agents. Not even Terry, our most productive agent and a model for what a Legacy agent can be, has felt the full payoff yet. Closing that gap is the heart of your job. When the machine finally pays off for agents — when it helps Terry reach higher-end clients and helps every agent do their job better — that’s the whole game.
Where you sit — the buffer
You are the buffer between the agents and the owners. When an agent doesn’t know how to use something, that comes to you — not to Dave, not to Terry. That’s what frees Dave to keep building and Terry to keep leading and selling. We’re always looking for ways to help our agents do their job better and reach higher-end clients — you’re how that actually lands. Your main room for it is the Legacy Agent Community — backed by direct, one-to-one outreach.
The Job
The clearest thing about this role is its edges. Here’s exactly what you own — and, just as important, what you don’t.
What you own
Engine performance
Legacy runs three engines: Intelligence (market data, briefs, commentary), Marketing (campaigns, content, agent assets), and Lead Generation (brokerage-level lead flow). You review each one weekly, report up, and flag when something is broken or behind.
Agent ongoing engagement
Once a new agent is set up and compliant, their ongoing relationship with the brokerage is yours. Weekly check-ins, monthly business reviews, quarterly recalibration. You are the human face of operational support.
The agent community
Be a primary, active presence in the Legacy Agent Community. Spark conversation, run trainings, launch challenges, celebrate wins, and keep activity high. It’s your main channel to reach agents at scale — alongside direct, one-to-one outreach. Adoption usually starts here.
Tool & vendor administration
You keep the operational tools healthy — GoHighLevel, Notion, Tally, Dotloop, Cloudflare. You don’t build them. You keep them running, route issues to the right person, and make sure agents can use them without friction.
Aggregate adoption metrics
You track whether the brokerage is actually using its systems: hub login rate, tool usage, brief readership. This is operational telemetry — not individual surveillance. The number tells you where to help, not who to scold.
Operational rituals
You run the daily 15-minute team standup, the weekly engine performance review, and the monthly all-agent operational sync. You keep the calendar and the dashboard current. You hold cadence.
Translation layer
You turn what Dave builds and Brett connects into agent-facing rollouts. When a new tool ships, you make sure agents know about it and use it. You are the bridge between “built” and “adopted” — the third step of the loop.
What you do not own
Recruiting
Led by Terry, Nicole, and Dave. You support the agents who are already here — not the search for new ones.
Compliance & onboarding setup
All Nicole. She gets a new agent licensed and cleared to do business in the eyes of the state — association membership, the license transfer through Michigan LARA, and the basics an agent legally needs. Plugging them into our systems is where you take over — see the handoff in Who’s Who.
Marketing creative & execution
Handled by Brett. You review whether the marketing engine is producing; Brett produces it.
System architecture
Handled by Dave. You operate the platform; you don’t re-design it. You recommend; the owner decides.
Not a marketing role. Not a sales role. Not a build role — the systems exist, you operate them. Not a remote-only role — you’ll spend real time with agents and at the office. Holding these edges is what keeps the job from quietly becoming “everything,” which is how operators burn out.
Your Laptop
A short, sane setup. Everything you run is web-based — nothing to compile, nothing technical. Get the core working on Day 1; add the rest as you ramp.
Set up today Day 1 — core
| Install / log in | What it’s for |
|---|---|
| Google Chrome + a dedicated Legacy profile | Your main workspace. Keep Legacy logins in their own Chrome profile so nothing tangles with personal accounts. |
| Google Workspace chloe@legacyrep.co + operations@ alias | Email, Calendar, Drive, Meet. This is your identity at Legacy and where every invite and document lands. |
| Google Chat | Our team comms channel. This is where the team talks day to day — not text, not email. |
| Notion (desktop app) | The brain of the company. Your Command Center lives here — initiatives, open loops, SOPs, the team directory, the session log. |
| GoHighLevel (GHL) | The CRM and automation spine. Where agent pipelines, contacts, and workflows live. You’ll be in here daily. |
| Password manager + Authenticator app 1Password or Bitwarden, your pick | Every Legacy login goes in the vault; two-factor on everything. Set this up first — it’s how you’ll receive credentials securely. |
| Claude.ai | Your AI assistant for ops questions, drafting, and thinking out loud. (This is the chat tool — not the developer tooling. You won’t touch code.) |
Add in week 1–2 as you ramp
| Tool | What it’s for |
|---|---|
| Dotloop | Transaction management. Krista / the TC live here. You’ll learn to read it before you administer it. |
| Tally | The forms layer — intake forms feeding the CRM. Lightweight; learn it when a form question comes up. |
| Linear (read access) | Where the build/architecture work is tracked. You don’t manage it — you read it to see what’s shipping and what’s in flight. |
| Cloudflare (view access) | The infrastructure layer (domains, the agent hub). Dave owns this. You just need to know it exists and where to point an issue. |
| Zoom | For agent calls and any external meetings that aren’t on Google Meet. |
Later — not yet parked
| Tool | Why it’s parked |
|---|---|
| Make.com | The automation glue between systems. Dave and the team will inventory what’s actually built here before it’s handed to you — you won’t need it in your first weeks. |
| Sentry | Error/observability monitoring. Comes online later; not an operator concern yet. |
So your morning isn’t spent locked out, these get provisioned before you sit down:
- Create
chloe@legacyrep.comailbox + add tooperations@alias - GoHighLevel user seat (right permission level)
- Notion invite to the Command Center workspace
- Cloudflare Access — add Chloe’s email so the agent hub opens for her
- Hand over credentials directly to Chloe, in person or by phone, as each one is needed (never by email or chat)
Your Systems
Two ways to hold the map. First, the three engines you review. Then, the platforms those engines run on.
The three engines
Intelligence
Market data, the Weekly Market Brief (live), monthly commentary, and the reference content that makes Legacy agents sound like the smartest person in the room. You review: is it shipping on cadence and reaching agents?
Marketing
Campaigns, content, and the agent-facing assets Brett produces — including the agent hub and the blog. You review: is it producing? Brett executes; you watch the cadence and adoption.
Lead Generation
Brokerage-level lead flow into the pipelines. You review: is flow healthy and routing correctly? (Recently unblocked — worth an early look with Dave.)
The platforms
Each platform links to its living runbook — what it is, your access level, the three things you do in it, where it connects, and the gotchas. Edit them as you learn.
GoHighLevel (GHL)
The CRM and automation spine. Agent pipelines live here — Buyer, Seller, Discovery, Referral, Home Protectors, Investor, Sphere, Past Client — across function-specific sub-accounts. You: keep config healthy, route issues, recommend changes. You don’t: re-architect fields or pipelines (that’s Dave + approval).
Notion — the Command Center
The company brain. Your daily home: Active Initiatives, Open Loops, SOPs, Tools & Wiring Map, Department Heads, Session Log. Also holds the Intelligence Library. You: keep it current — a stale dashboard is a broken dashboard.
The Agent Hub
hub.legacyrep.co — the agent-facing dashboard, with the Intelligence Library inside it. This is what agents see. You: know what’s on it, watch login/adoption, and make sure new things land here where agents will find them.
The Legacy Agent Community
Where agents gather, talk, learn, and get encouraged — your primary channel for reaching them at scale (direct outreach is the one-to-one complement). You: live here. Drive conversation, post trainings, run challenges, surface wins, and keep the energy up so agents keep coming back.
Google Workspace + Chat
Email, Calendar, Drive, Meet, and Chat for team comms. You: own the operational calendar — the standup, the reviews, the syncs all live here and you keep them honest.
Dotloop
Transaction management for deals in flight (Krista / TC). You: learn to read it; administer access and routing once you know the flow.
Tally & forms
The intake layer — forms that feed contacts and data into the CRM. You: know which form does what and where its data lands.
Linear
The build tracker (the BLD team / legacy-re-partners workspace). Where architecture and tooling work is logged. You: read it to see what’s shipping; you don’t run the build.
Cloudflare
Domains, the hub, and supporting infrastructure. Dave owns this. You: know it exists and where to send an infrastructure issue — you won’t be in here often.
Claude
Your AI assistant — Claude Pro plus a Project seeded with this hub and your SOPs. You: draft, triage, and learn the systems. Note: deploys + Claude Code stay with Dave.
A few more Legacy surfaces you’ll hear referenced: the Recruiting Calculator (raise.legacyrep.co), the First-Time Home Buyer program (homeready.legacyrep.co), the Import Station (import.legacyrep.co, a form-extraction tool), and Dave’s blog (davemanleyre.com/blog). You don’t run these on Day 1 — just know the names.
The Rhythm
Operations is cadence. Here’s the starting rhythm — treat it as a draft you’ll refine, not a cage. The point is that it happens.
Daily
| Ritual | What happens |
|---|---|
| 15-min team standup with Brett | Quick sync on what’s moving and what’s stuck. Brett runs it with you at first; by week 2 you run it. (Time set by you + Brett — tentatively late morning.) |
| Comms triage | Clear Google Chat + email. Agent questions get a same-day reply when urgent, within one business day otherwise. |
| Community presence | Show up in the Legacy Agent Community — reply, encourage, spark a conversation, keep it alive. A primary channel, not an afterthought. |
| Command Center glance | Eyes on Active Initiatives + Open Loops. Anything new or stuck? Note it. |
Weekly
| Ritual | What happens |
|---|---|
| Engine performance review | The core of your week. Did Intelligence, Marketing, and Lead Gen each ship? What’s behind? What needs Dave? |
| Agent check-ins | Rotate through the roster. Light-touch: who needs help, who’s gone quiet, what’s working. |
| Community programming | Run something in the community each week — a training, a challenge, a prompt, a win to celebrate. Give agents a reason to show up. |
| 60-min sync with Dave | Your one standing meeting with Dave, your manager. He sets direction; outside this, you run. Bring decisions, not just updates. |
| Monday 3:00 PM — assessment with Brett | A recurring working session (you inherit it on June 8). Calibrate the week with your daily-standup partner. |
| Update the Command Center | Close resolved loops, log new ones, keep initiatives honest. End the week with a current dashboard. |
Monthly & quarterly
| Ritual | What happens |
|---|---|
| All-agent operational sync monthly | The whole roster together — what shipped, what’s coming, what to adopt. |
| Monthly business reviews | A deeper, per-agent look at how each agent is using the platform and where to help. |
| Adoption metrics roll-up | Hub logins, tool usage, brief readership — the telemetry that tells you where to focus. |
| Vendor / tool health pass | Are the tools healthy, paid, and serving agents? Any vendor issues to route? |
| Quarterly recalibration | Your performance bonus is tied to two numbers: agent retention and aggregate production. Quarterly is when you step back and look at both. |
These run both directions. You respond to agents within one business day (same business day if urgent). When you escalate to Dave: urgent gets a reply within two business hours, standard by end of day. Mark urgency honestly — if everything is urgent, nothing is.
Who’s Who & Escalation
A small, clear team. Know who owns what — and the simple rule for when to handle something yourself versus when to raise it.
Dave Manley
Broker & Co-Owner — your manager
Owns strategy, the platform and architecture, and final brokerage decisions; co-leads recruiting. Builds the tools the machine runs on. Sets direction in your weekly 60-min sync; otherwise you run. Escalation point for anything brokerage-level, legal, or architectural.
Terry Puffer
Co-Owner · Team Lead · Top Producer
Dave’s partner and co-owner. Not in day-to-day operations, but leads the team and is our most productive agent — the model for what a Legacy agent can be. Helping Terry do his job better and reach higher-end clients is exactly the win the machine exists to deliver. If it works for Terry, it works.
Brett
Marketing & Implementation
Your daily standup partner and Monday 3 PM working session. He connects and finishes what Dave builds, and runs marketing creative and execution. You review whether the marketing engine is producing; Brett produces it.
Nicole Mancha
Compliance & Onboarding Setup · Recruiting (with Terry)
Co-leads recruiting and owns getting every new agent legally ready to do business — association membership, the license transfer through Michigan LARA (the state licensing department), and the basic tools the state requires. Once an agent is cleared to work, plugging them into our systems is yours.
The agents
The people you serve
Independent contractors representing buyers and sellers under the Legacy license. They’re the whole point. Your job is to make their tools work and their week easier.
The onboarding handoff
Nicole gets them legal to work; the moment they’re cleared, you plug them in. Don’t let the handoff drag.
When to handle it vs. when to escalate
You handle it — Operations
- A system, template, workflow, CRM field, or documented process
- “My contact record isn’t routing tasks correctly”
- “A form in the checklist is missing”
- “How do I use this new tool?” — this is the whole job
- Tool access, adoption, and day-to-day agent support
Escalate to Dave — Broker
- Client complaints — immediately
- Ethics concerns about an agent
- Dual representation (a buyer interested in a Legacy listing)
- Legal questions or interpretations
- Strategic direction or significant architecture changes
When you’re not sure which it is — default to Dave. The cost of asking is low; the cost of misrouting a brokerage-level matter is real.
Not operational and not broker-level? Route it: licensing & compliance → Nicole · recruiting → Terry, Nicole & Dave · marketing → Brett.
Your First 2 Weeks
The best operators spend their first two weeks listening before they change anything. Learn how it actually runs, earn the map, then take the wheel.
Get oriented. Change nothing.
- Get every Day-1 login working (Section 4) — vault set up, 2FA on
- Sit down with Dave, Terry, Brett, and Nicole — understand each person’s edges
- Read this hub, then the Intelligence Library and the Brokerage Structure & Leadership Roles doc
- Shadow the daily standup — watch how it runs before you run it
- Tour each of the three engines with whoever owns it
- Open each tool once and just look — don’t change settings yet
- Meet a handful of agents; ask what’s working and what isn’t
- Get into the Legacy Agent Community, introduce yourself, and listen to the room
Start running the rhythm.
- Co-run the standup early in the week; run it solo by week’s end
- Do your first full weekly engine performance review
- Run your first round of agent check-ins
- Start logging what you notice as Open Loops in the Command Center
- First real 60-min sync with Dave — set your 30 / 60 / 90-day goals together
- Make your first community post — a welcome, a tip, or a small challenge
Run the daily standup without help, say in one sentence what each of the three engines does and whether it’s on track, explain the loop (build → connect → enable → produce) and where you fit, be a visible presence in the agent community, find anything in the Command Center, and know exactly which questions go to you versus to Dave.
Logins & Links
Your reference table. Bookmark these. Credentials are never stored here — they live in your password manager.
| System | Where | For |
|---|---|---|
| Agent Hub | hub.legacyrep.co | What agents see; library inside |
| Legacy Library | library.legacyrep.co | 260+ docs, playbooks, briefs |
| GoHighLevel | app.gohighlevel.com | CRM, pipelines, workflows |
| Notion — Command Center | notion.so (your workspace) | Your daily dashboard & brain |
| Google Workspace | mail.google.com | chloe@ / operations@ — mail, calendar, drive |
| Google Chat | chat.google.com | Team comms |
| Linear | linear.app/legacy-re-partners | Build/architecture tracker (read) |
| Dotloop | dotloop.com | Transactions (week 1–2) |
| Tally | tally.so | Intake forms (week 1–2) |
| Cloudflare | dash.cloudflare.com | Infrastructure — Dave owns (view) |
| Recruiting Calculator | raise.legacyrep.co | Earning-potential tool (FYI) |
| FTHB Program | homeready.legacyrep.co | First-time buyer form (FYI) |
New Agent Activation
The full list — everything that has to happen to take an agent from signed to fully active on every Legacy tool. This runs live as the ONB — Agent Onboarding pipeline (Legacy Recruiting sub-account): advancing a stage auto-creates that stage’s task checklist, so the system does the remembering — your job is to drive it.
Nicole owns intake, compliance/licensing, and final resource setup. Sam owns accounting. You + Ops own the system build, go-live, and the adoption that follows — turning every tool on and making sure it sticks. You watch the whole pipeline; your weight is on the build, activation, and active stages.
1 · Intake & paperwork Nicole
- Send the branded onboarding intake wizard with a 72-hour deadline; confirm receipt
- Capture at intake: comp plan (A or B), website-tier signals, training track, database-migration scope, service-area focus
- On submit, the backend creates the agent in Legacy Recruiting, writes ~79 fields, and notifies Nicole automatically
- Review for completeness; classify the website tier — LAW-E (emerging) vs LAW-S (established)
2 · Compliance & licensing Nicole
- Verify the real estate license at LARA (number, status, expiration)
- Confirm E&O insurance (existing policy or brokerage coverage); log expiration
- Collect the signed Independent Contractor Agreement (ICA) and W-9
- Confirm MLS board membership (GRAR or the board for their service area)
- Confirm Michigan continuing-education status; confirm prior-brokerage release for transfers
- Log all docs; confirm comp plan in writing → the Broker authorizes the build
3 · System deployment — turn every tool on You + Ops
- Create the GHL sub-account from the current snapshot (inherits all 8 pipelines + OPS Buyer/Seller, the tag library, custom fields, and workflows)
- Apply standard agent tags; build the full contact/profile record from intake
- Assign a GHL phone number (confirm it sends + receives)
- Grant the GHL sub-account login; confirm desktop login works
- Connect the agent’s calendar (Google/Outlook) and confirm sync
- Confirm IDX / MLS access
- Generate the Agent Profile Card → load it as the AI assistant’s Knowledge Source 3 (their personalized GHL bot)
- Build the personalized website (LAW-E or LAW-S template) and confirm it renders
- Set up the Reference Letter (author for LAW-S, recipient for LAW-E)
- Subscribe the agent to the Weekly Market Brief
- Configure the Daily Scorecard
- Provision Dotloop access
- Grant Agent Hub access — add their email to Cloudflare Access so hub.legacyrep.co + the Intelligence Library open for them
- Wire their per-agent FTHB links — Home Ready form + Readiness Workbook (
?agent=<slug>) - Complete the Brand Kit (assessment + assets) and build the email signature (brand canon)
- Add them to team chat (Google Chat) and the Legacy Agent Community
- Run the database migration (import + tag their existing contacts) if applicable
- Send GHL mobile app setup; run a dry-run test of the whole stack
4 · Accounting Sam
- W-9 complete and filed; comp plan signed and matching the GHL build
- Direct deposit / payment method on file; $285/month fee configured
- File the financial record; notify Nicole when cleared
5 · Final deployment & resources Nicole + You
- Send the Welcome to Legacy email; deliver the Legacy OS orientation
- Grant full Intelligence Library access; deliver the 8 pipeline manuals
- Schedule Training Week (CRM, the 8 pipelines, Scorecard, Reference Letter, website, AI assistant, team rhythm)
- Brief: service-area canon (14 MichRIC counties), Brett’s marketing scope, the Broker escalation protocol
- Introduce Krista (TC), Sam (accounting), the Photography Partner, and preferred lenders
- Train: Tag Architecture, Lead-Source tagging, the Long-Term Nurture campaign, and the AI assistant
- Confirm the email signature renders; confirm training-track enrollment; schedule 30 / 60 / 90-day check-ins
6 · Activation — go live You + Ops
- Confirm every system is live + tested: GHL access, mobile login, calendar, IDX, AI assistant, Reference Letter, Market Brief delivery, Daily Scorecard, website, Hub login, community access
- Confirm the agent has logged into the GHL mobile app on their own device
- Confirm the agent’s website is live and rendering
- Notify the Broker; move the opportunity to Active
7 · Active — the first 90 days You
- Check-ins at 7 / 30 / 60 / 90 days — system friction, training engagement, deal activity, scorecard
- First listing → activate the Photography Partner + confirm they’ve read the AG Seller Golden Path
- First buyer offer → confirm they’ve read the AG Buyer Golden Path
- Quarterly review thereafter; flag any system issues back to Ops
An agent who finishes onboarding overwhelmed will use 20% of the system. Don’t dump it all in one week — pace it so each layer lands before the next arrives. Activation is a process, not an event. The finish line: the agent feels supported, structured, and ready to produce.
In Plain English
If everything else in here felt like a lot, breathe. Here’s the whole job in a few sentences a fifth grader would get.
Legacy is always building tools to help our agents sell more homes and take better care of people. But here’s the part anyone can see right away: a tool nobody uses is just clutter. You can build the best toolbox in the world — if it stays shut, it helps no one.
You’re the person who opens the toolbox and puts the right tool in each agent’s hands. Dave dreams it up and builds it. Brett wires it together. You walk it over to the agents, show them how it works, and stay with them until it feels easy — in the community, in a quick message, in a training, however it takes.
That’s why this role matters more than it looks on paper. Without you, the machine still hums — but it hums in a room with no door to the agents. You are the door. Everything we build reaches them through you, and everything they need finds its way back to us through you.
Your job is to make sure the great things we build actually make our agents’ lives better — and that they know it, use it, and love it. Do that, and you’ve done the job. Everything else in this guide is just the how.
One last thing.
You were hired because you run rituals, hold cadence, and read people well — not because you already know real estate. The systems are built and the team is small and good. Spend your first weeks listening, then bring your discipline to it. Remember the machine: we build tools to make our agents better, and you’re the person who finally makes them land. When in doubt, ask — that’s the instinct we hired.
Welcome to Legacy. Let’s make it run.
— Dave & Terry