Stakeholder
COO
Priorities
- Operational efficiency
- Scalability
- Team capacity
- Process reliability
- Growing without linearly growing headcount
Fears
- Building something the team can't maintain
- Over-engineering that creates more complexity than it solves
- Engagements that fail at handoff
- Processes that depend on one person
KPIs
- Headcount efficiency
- Error rates
- Process completion rates
- Time-to-close on operational tasks
- Cost per unit of output
Buying motivators
- Showing you understand their operational reality (not just the strategy)
- Documenting how the system will work after you leave
- Demonstrating that simplicity is built in
- Named accountability on both sides
Common objections
- My team is already at capacity
- We've tried this kind of thing before and it didn't stick
- Too much change at once
Language to use
- Operationally maintainable
- Repeatable process
- Scales without adding headcount
- Documented handoff
- Reduces dependency
Language to avoid
- Best-in-class platform (they want function, not prestige)
- Complexity without clear operational benefit
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