West support lead
Voted for it
They voted for a plan that may change their own job, and they haven't asked about it.
Your move
Talk to them before Thursday, one on one. Don't let them learn their future in the meeting.For the COO · read before Thursday
The room settled whether to combine East and West support. It didn't settle who leads the combined team, or who pays for the switch. Both of those land on you, and everyone at the table knows it.
What the room recommends
Combine into one support organization, keep both offices open through the switch, and don't cut over until a failover test has passed.
How the six seats voted
2 for · 1 no block · 1 conditional · 2 against
Deals to close
4
Before anyone sits down
Risks you own
6
Each with an early warning
Saved a year
$640k
$380k of it lands in Facilities
Cost to do it
$395k
$245k of it lands on your side
Your job Thursday
Run the room. Close two no votes. Sign.
The COO's 90 seconds
1:27 · read by an AI voice · Example · East-West
The plan removes one management layer, and all 14 roles that change are on the West side. Both support leads can do that math.
Voted for it
They voted for a plan that may change their own job, and they haven't asked about it.
Your move
Talk to them before Thursday, one on one. Don't let them learn their future in the meeting.Conditional
They're about to absorb West's peaks, and either run the bigger team or report to someone who does.
Your move
Tell them what "cross-trained" has to mean before they carry the load, in hours and in dates.Your call
HR can't tell 14 people what happens to their roles until the top role is settled. Their first move waits on yours.
Latest date
Day 14, when the role conversations start.Not decidedEach one sits between two teams. Close them before the meeting and the meeting only has to sign.
The failover and phone work sits in Operations' budget, and none of the savings come back to them. That's part of why they voted no.
The deal: move the $110k into the program budget, next to the lease savings.
West wants it fast because holds keep climbing. Operations wants proof first. Both are right.
The deal: the failover test sets the cutover date. Give West relief sooner. From day 30, East takes West's peak-hour overflow once the first group is trained.
Every East agent in training is off the phones. East holds sit at 4:10 today and will rise while training runs.
The deal: train in waves of five, and build overtime backfill into the $135k training budget.
If the CMO's 8 percent holds, you need about 3 more agents, $190k a year. Nobody has said whose headcount they'd be.
The deal: they go in the combined support budget, funded from year one savings, and HR starts hiring by day 60.
The same $640k and $395k as everyone's page, split by the team that feels it.
| Team | Pays once | Saves a year | What they'll feel |
|---|---|---|---|
| Facilities, under the CFO | $150k lease break | $380k lease | The big winner |
| Support, yours | $135k cross-training | $260k management layer | Drops to $70k if the CMO is right |
| Operations | $110k failover and phones | $0 | Pays for a plan it voted against |
| HR | Time for 14 conversations | $0 | Carries the hardest two weeks |
| Everyone | $395k | $640k, or $450k | Pays back in about 7 months, or 21 if two things slip |
The savings land in Facilities. The costs land in Support and Operations. Leave it that way and the two teams paying will keep finding reasons to wait. Fix it with the first deal above.
Each one has an early warning, so you see it coming before it's a reopen.
| Risk | Early warning | Owner | What you do |
|---|---|---|---|
| The failover test fails | The test date slips past day 60 | VP Operations | Hold the cutover. This one reopens the decision. |
| West holds get worse during the switch | Over 13 minutes three days running | West lead | Pause the cutover and add East overflow hours. |
| East holds rise while training runs | Over 6 minutes on any day | East lead | Slow the training waves. |
| Top West agents leave when the news breaks | 2 resignations in the first 30 days | CHRO | Retention offers to the top five by day 14. |
| The lease exit slips past year one | No landlord answer by day 30 | General Counsel | Tell the CFO. Payback moves to about 15 months. |
| The CMO's 8 percent holds | The volume check confirms it | CMO | Hire 3 by day 60. Payback moves to about 11 months. |
The CEO's page tells them to ask three questions. Two of them come to you.
To VP Operations, and then to you
"What date can you show me failover working?"
Have the date, or the day you'll have it. Without one the plan has no gate.
To the CFO, and then to you
"What does payback look like if the lease slips and the CMO's number is right?"
About 21 months. Say it's still worth doing, and say why.
To the CMO
"Does your 8 percent change whether we do this, or only how many people we need?"
Only how many. Be ready to say whose budget the three people sit in.
Two sentences. The question, then the answer. The seats already made the case.
HR first. Say yes to their order, and say who leads the combined team or when you'll decide.
Operations. Get the test date on the record. Announce that the $110k moves to the program budget.
The CMO's 8 percent. Call it a staffing question. Name who owns the hiring and by when.
Sign it, or send it back pointing at the page.
The full seat-by-seat view is on the CEO's page. This is the short version.
Five short notes. Most of the meeting happens here.
To the West support lead
Can we grab 20 minutes before Thursday? I want to talk about your role in the combined team.
To the CFO
Can the $110k failover and phone work sit in the program budget, next to the lease savings?
To VP Operations
Bring the failover test date Thursday. I'm moving the $110k into the program budget.
To the East support lead
Plan the cross-training in waves of five, and put the backfill in the $135k.
To the CHRO
Start drafting the 14 conversations. You'll have who leads the combined team from me before day 14.
One review a week, 15 minutes, three numbers: West hold time, East hold time, and where the failover test stands.
Day 1 to 14
Name the leader. Talk to all 14 people.
You · CHRO
Day 30
East starts taking West's peak overflow
East lead
Day 30
Notices out, lease exit started
General Counsel · CFO
By day 75
Failover test passes
VP Operations
Day 90
Cutover, only if the test passed
You