Glossary · Managing remote work

Key performance indicator (KPI)

A key performance indicator (KPI) is a measurable value that shows whether a person, team, or process is meeting its goals. Good KPIs are few, tied to outcomes, and tracked on a regular cadence. For a remote hire, KPIs replace watching someone work with checking the results they deliver.

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What it means in practice

Pick three to five KPIs per role. A customer support hire might track first response time, resolution rate, and customer satisfaction. An SDR might track outreach volume, reply rate, and meetings booked. A bookkeeper might track days to close the month and reconciliation accuracy.

Share the KPIs before the hire starts and review them weekly at first. Clear numbers make feedback objective and make the 1-week trial decision easy.

The VA accountability worksheet helps you set targets and review them.

How to set KPIs for a remote hire

  • Start from the outcome the role exists to deliver, then choose the numbers that show it.
  • Mix one or two output measures, like tickets resolved, with one quality measure, like errors found in review.
  • Write down where each number comes from, so you and your hire read it the same way.
  • Set a first target after two to four weeks of real data instead of guessing on day one.
  • Review the KPIs together each week, and change any that reward the wrong behavior.
  • Role scorecard

    A role scorecard is a one-page definition of what success looks like in a job: the mission, three to five measurable outcomes, and the competencies needed to deliver them.

  • Onboarding

    Onboarding is the process of bringing a new hire up to speed: setting up accounts and access, explaining the business, training on tools and processes, and agreeing on goals and check-ins.

  • Delegation

    Delegation is handing ownership of a task or outcome to another person, along with the context, authority, and resources to complete it.

  • Trial period

    A trial period is a set time at the start of a hire when both sides test the fit on real work before fully committing.

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