Pros
•Talented and hardworking front line workers •Strong mission
Cons
• Disorganized leadership with chaotic, last-minute decisions • Executive leadership, especially in operations, is seen as bullying and in denial about problems •New leadership mocks past processes and leaders but has only made things worse. They are defensive to feedback and other ideas. There is a lot of talk about improving things but nothing actually changes. • COO is reactive sending late night messages, with constant priorities changing and no consistency and not clear communication that disrupts customers, employees and work-life balance especially for East Coast employees. • Playbook constantly changes, it’s hard to know what processes to follow when leadership isn’t aligned. There are days long meetings about changing the playbooks but those meetings are all a waste of time because nothing actually happens. • More customers acquired than there are resources to support, causing operational panic with every new sale • Little focus on customer success, customer success is often blamed for unclear direction and poor implementations and product instability • Implementation team expected to train and launch software they don’t fully know themselves • Product team takes no responsibility for system gaps or bugs, leaving customer facing teams to deal with the fallout • Support team constantly behind on tickets due to constantly changing processes, while leadership ignores the problem to protect their self image instead of fixing it. They go on company wide calls boasting their success while the other teams roll their eyes because they know it’s an act. • Long hours with no recognition for the work put in • Lost focused on the customers because of internal turmoil