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Operations: making handoffs visible
2026-08-12 · Maya Chen, Operations director · 6 minutes
Interview insights
Summary
Maya wants a single, visible owner for each customer handoff. She supports a pilot, provided it does not add another reporting task.
Clear ownershipCustomer onboarding
Stakeholders
Maya Chen
Supportive · Influencer
Operations director
Goals
Give each handoff an accountable owner
High confidenceMaya wants a single, visible owner for each customer handoff. She supports a pilot, provided it does not add another reporting task.
Risks
A new tool could add reporting work without replacing the spreadsheet.
Medium confidenceValidate this concern with the pilot team before choosing a rollout date.
Key quotes
Follow-up questions
What this interview left unanswered. Worth carrying into the next one.
- Who owns the accuracy of a handoff date?
- What can the pilot replace rather than add?
Transcript
Reviewed for clarity while preserving speaker attribution and meaning. Sample recording audio is not included.
- Alex Rivera0:00
Where does onboarding slow down today?
- Maya Chen0:45
When a customer moves from sales to delivery, nobody can see who owns the next step. We lose two or three days just finding the right person.
- Alex Rivera1:30
What have you tried to make that handoff visible?
- Maya Chen2:15
We keep a shared spreadsheet. It works until a deadline changes, and then someone has to chase updates in three different channels.
- Alex Rivera3:00
What would a successful pilot look like?
- Maya Chen3:45
Start with one delivery team. Give every handoff a named owner and show the customer when to expect the next update.
- Alex Rivera4:30
What might stop the team from adopting it?
- Maya Chen5:15
I can support a pilot next month, but only if it replaces the spreadsheet. Another place to enter the same update will not get used.