What happens if you hire me

In the first quarter, I'd identify the biggest reasons customers contact you, ship the fixes the team controls, and give everyone a reliable way to measure whether they worked.

• I start from the customer's point of view. I learn the product, listen, and work with customers directly before I change anything. It's the fastest way to see what's getting in their way, and the team takes me seriously sooner.
• You get one number everyone trusts. Usually that's contact rate: tickets that reach a person, per monthly active user. It shows whether customers are getting stuck less often, which ticket volume and deflection rates can't tell you on their own.
• Fixes ship without waiting on a roadmap. I sort the top contact reasons into "fix the article," "fix the process," and "fix the product." Then I look for what I can ship with the tools available, usually within weeks.
• Your frontline team gets to do more across the company. I promote from within, and I help people find work that fits their interests and helps the team. At Workable that meant sales liaisons, product and project work, knowledge management, and 7 ICs coached into first-time management.

What I did last time: Results at a glance. How I'd approach the first few months: How I approach the first 90 days.