Want to be strategic but has no idea how to be
Pros
Some great folks to work with. Aspirations worthy of the work.
Cons
Paying for customer support but expecting experienced tech support. Tactical people inexperienced at strategy running strategy… and it shows. Hyper focused on any reductions - I had a VP grill me over a .03 drop in CSAT… still above goal mind you… and hadn’t been above CSAT until my arrival and work. Multiple departments launched BPOs without proper support or direction. This stretched May responsible so thin. So in short… poor planning, wrong people in key roles, and the solution is to “restructure” (layoff/fire) then just hire consultants to tell them how to structure all over again. Also.. there is too much faith in those who bring Amazonian experience. So many Amazonians have great experience. Unsure the man you have from Amazon now is truthful about him biting more off than he can chew.
