How I approach the first 90 days

I won't pretend to know your plan before I've seen how your customers and your team actually work. Every company is different, but my approach stays pretty much the same.

1. Learn the business fast, with AI as a study partner. I start with everything public: the help center, docs, release notes, and reviews. Then, within company policy, I add internal docs and a sample of customer conversations. AI helps me turn it into a map of the products, customer types, common questions, and vocabulary, which I check with the people who actually know. AI gets me to good questions faster, but the answers come from people.

2. Read what already exists before creating anything new. Most teams have already written down half the answers in macros, onboarding decks, past reports, and earlier plans. They're just scattered or out of date. Finding them is faster, and more respectful, than starting over.

3. Get close to customers and talk to people. I work with customers directly, sit in on calls and handoffs, and meet everyone one-on-one. I ask what they'd fix first and what they'd never change.

4. Keep it all in one place. From day one, I track what I've noticed and where it came from, open questions, decisions, and ideas sorted by effort and impact. I share it with my manager, so nothing gets lost, and nothing gets "fixed" before we agree it's a problem. By the end of the first month, it's the team's working backlog.

5. Agree on what to measure, then fix things in order. We agree on the few numbers that matter. I start with the fixes the team can ship itself, and bring the rest to the right owner with the evidence.

What I won't do early: reorganize the team, replace tools that work, or change something the team is proud of before I understand why it works.

The rough shape: days 1–30 for learning and listening, days 31–60 for first fixes and agreed metrics, days 61–90 for making it repeatable.