Understanding the Levels of Online Business Support
From VA to Consultant
By Siân Morgan-Owen
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Understanding the Levels of Online Business Support - Introduction
When people say they need a Virtual Assistant, they’re often looking for something entirely different. It’s like asking for a burger but expecting a five-course meal—understandable confusion, but you’re not going to get what you’re craving. The term “VA” has become a catch-all for anything vaguely admin-related, but the reality is that there’s a whole spectrum of online business support, from task-focused Virtual Assistants to forward-thinking strategists.
Here’s the thing, a VA is brilliant at handling specific, assigned tasks like managing your inbox or scheduling posts. But if you’re expecting someone to overhaul your tech setup, create a content strategy, or pinpoint gaps in your revenue streams, you’re actually looking for a whole different level of expertise. These roles—like Online Business Managers, Tech Experts, Social Media Managers, or Digital Strategists—require specialised skills, experience, and big-picture thinking. And yes, they also come with a different price tag.
The frustration often comes when someone hires a VA, pays for a VA, and then expects the work of a strategist or manager. It’s not that the VA isn’t skilled, it’s simply not what they do. Understanding the distinct roles within online business support is key to getting the help you need without disappointment. Let’s break it down so you can ask for exactly what your business needs.
Understanding the Role of Virtual Assistants (VA's)
Ten years ago, when I started my entrepreneurial journey the term “Virtual Assistant” (VA) was a mystery. People weren’t entirely sure what they did, let alone why they might need one. Fast forward to today, and while VAs are much more common, the expectations around their role have become wildly skewed.
There’s a misconception that hiring a VA means getting someone who can do absolutely everything in your business—and do it for next to nothing. Spoiler alert: that’s not how it works. VAs are incredibly skilled professionals, but like any other role, they specialise in certain areas. They’re not unicorns, and expecting one person to handle every single task in your business at an expert level is not only unrealistic but a recipe for disappointment.
VAs generally fall into specific categories of expertise, such as:
- Administrative/Executive Support: Handling calendars, emails, and day-to-day admin.
- Financial VA: Assisting with invoicing, expense tracking, bookkeeping, and even preparing reports for your accountant.
- Social Media Management: Creating and scheduling posts, engaging with audiences, and monitoring analytics.
- Tech Support: Managing websites, troubleshooting, or maintaining software.
- Creative Services: Designing graphics, writing content, or editing videos.
If you’re lucky, you’ll find a VA who has a crossover in their skills, but most tend to be either creative support or business support — and that’s a good thing. It means they’re focused, efficient, and excellent at what they do. However, the majority of VAs are task-driven. They’ll work through your to-do list like a pro, but they won’t necessarily think ahead or strategise for the future of your business.
The key to making the most of a VA is to know exactly what tasks you need help with and ensure their skill set matches your requirements. That way, you’re setting both of you up for success—and skipping the frustration of misaligned expectations.
So, if you’re hiring a VA, remember, they’re here to “support” you, but they can’t do it all. The good news? There are plenty of other specialists to help fill those gaps.
The Role of an Online Business Manager (OBM)
An Online Business Manager (OBM) takes the reins where a Virtual Assistant’s responsibilities often stop. While a VA is task-focused, an OBM is proactive, looking at your business as a whole and finding ways to streamline, solve problems, and plan ahead. Think of an OBM as the project manager of your business, ensuring that all the cogs are turning smoothly without you having to micromanage every detail.
The beauty of working with an OBM is their ability to anticipate needs and act on them. They don’t wait to be asked to sort out a recurring issue with your tech or chase up that overdue deadline—they’ve already dealt with it or have a solution ready for you. This proactive approach can be a godsend for business owners who are spinning too many plates.
An OBM relationship isn’t an instant fix, it takes time and trust to build. But when you find the right OBM, the benefits are huge. You’ll gain someone who not only understands your business but actively contributes to its growth. Whether it’s overseeing a launch, managing a team, or optimising processes, an OBM ensures everything runs like clockwork while you focus on what you do best.
Key traits of an exceptional OBM include strategic thinking, leadership, and the ability to juggle multiple priorities without dropping the ball. They’re not there to replace your input but to enhance it, ensuring your vision becomes reality. When you’ve built that solid partnership with your OBM, you’ll wonder how you ever managed without them.
Why OBMs Cost More Than VAs
It’s important to understand that the expertise and strategic input of an OBM come with a higher price tag. OBMs operate at a managerial level, taking on responsibilities that go beyond completing tasks. Their ability to foresee challenges, implement solutions, and optimise your business operations is an investment in the growth and stability of your company. While a VA might cost less initially, the value an OBM provides often far outweighs the cost, saving you time, stress, and money in the long run. Hiring an OBM is not just an expense—it’s a commitment to scaling your business effectively.
Specialists Who Stick to Their Lane
When it comes to hiring specialists like social media managers, graphic designers, content creators, copywriters, digital marketers, or web developers, there’s one golden rule – know what you’re getting. These professionals are experts in their field, and expecting them to suddenly cross over into entirely different roles—or charge the same rates as a VA—is not just unrealistic. It’s a fast track to frustration for everyone involved. Expertise comes at a premium because these specialists bring years of knowledge, experience, and skill to the table, which is reflected in their pricing.
If you’re hiring a social media manager, it’s fair to expect them to manage your social accounts, schedule posts, and maybe even engage with your audience. But assuming they’ll also whip up beautifully branded graphics or write killer captions? That’s a conversation you need to have before you sign on the dotted line. Some social media managers include content creation and design in their services, while others strictly focus on strategy and scheduling.
Now, what about web developers? They’re brilliant at building stunning, functional websites, but asking them to create copy or troubleshoot your email sequences in Go High Level or fix a lead magnet issue is like asking a plumber to rewire your house. It’s not their job, and you’ll likely end up both confused and disappointed.
Here’s where it gets interesting. Occasionally, you’ll find a digital marketer or a strategic partner who comes with an entire toolkit (hint: that’s where agencies like mine come in). These magical unicorns can jump from platform to platform, troubleshoot tech issues, and create a seamless digital presence. But even then, it’s important to clarify the scope of work to avoid misunderstandings.
Key takeaways for hiring specialists:
- Be clear on what you need. If you’re hiring a specialist, define their role and avoid assuming extras are included.
- Ask the right questions. Does your social media manager create content? Will your web developer maintain the site after launch? Clarity upfront saves headaches later.
- Understand the limits of their expertise. Specialists are incredible at what they do, but they’re not jacks-of-all-trades.
And if you’re looking for someone who can juggle multiple hats across various platforms, you may want to consider an agency or strategic partner. Because finding the right fit can make all the difference between “meh” and magnificent.
The Role of an Operations Manager
An Operations Manager is like the conductor of your business orchestra, ensuring all the moving parts are in harmony. They take the baton where an OBM leaves off, managing teams of VAs, liaising with your specialists—like your web developer, social media manager or sales team — and overseeing big projects such as launches, events, or rebrands. Think of them as your right-hand strategic partner when your business is tackling significant challenges or scaling up.
Unlike a VA or OBM, an Operations Manager doesn’t just focus on tasks or day-to-day operations. They’re there to handle the big picture, coordinating everyone involved to make sure your business or projects run smoothly and deadlines are met. This role is especially handy when you’re juggling multiple moving parts, like launching a new product while maintaining your regular operations. They ensure nothing falls through the cracks, and your team works seamlessly towards your goals.
Because this role demands high-level oversight, leadership, and strategy, it comes with a price tag that reflects the expertise required. Operations Managers are not in the same bracket as a VA—and for good reason. Their ability to handle complex projects and align your team can save you a lot of stress (and money) in the long run.
At Digitally Dazzling®, we step into this role when clients have major projects on the horizon. Whether it’s managing a high-pressure launch or organising a brand overhaul, having an Operations Manager—or a team that acts as one—can make all the difference. You may not need this level of support all the time, but when you do, it’s invaluable.
What is a Digital Operations Director?
A Digital Operations Director, (similar to a Chief Operating Officer) is the ultimate strategic partner for businesses looking to scale and thrive in the online space. At Digitally Dazzling®, this is where we excel. We aren’t just task-doers or problem-solvers, we’re digital growth consultants who take a holistic view of your business to ensure every element of your online presence works together seamlessly.
Our approach starts with strategy. We take a top-down look at the digital side of your business, analysing your goals and identifying the strategies needed to achieve them. From there, we outline the projects required to get you where you want to be and break those projects down into actionable tasks. Then we roll up our sleeves and get the work done for you. It’s not just about planning, it’s about delivering results.
Being an agency allows us to offer a unique hybrid of online support. Whether you need help with launches, tech systems, content creation, audience building, or overall business growth, we bring a comprehensive, solutions-focused approach to the table. We think with a Digital Operations Director mindset, meaning we are always on the lookout for ways to improve, monetise, and grow your business.
This level of support is for businesses ready to take things to the next stage. It’s a role that combines years of experience, expertise across multiple disciplines, and the ability to see the big picture while managing the finer details. It’s not just about keeping your business running—it’s about driving it forward with confidence. With Digitally Dazzling®, you have a strategic growth partner who’s just as invested in your success as you are.
Understanding the Levels of Online Business Support - Final Thoughts
Choosing the right support for your business can feel overwhelming, especially with so many options out there. But understanding the differences between a Virtual Assistant (VA), Online Business Manager (OBM), Specialist, Operations Manager, and Digital Operations Director helps you make decisions that fit your goals and ensure your business runs smoothly.
Whether you’re looking for someone to handle day-to-day tasks or a strategic partner to help you scale and grow, having the right support can make a massive difference. At Digitally Dazzling®, we pride ourselves on offering tailored, no-fuss solutions that take the stress off your plate and let you focus on what you do best.
If you’re ready to see how we can make your business work smarter book a call and we’ll have a look at what’s next for your business.
Or why not book our 7-Point Digital Audit. Let us take a look, and give you an overview on your:
- Website
- Social Media
- Content
- Email Marketing
- Tech Stack
- Lead Generation
- Digital Revenue
Your growth starts here!
