Operations
Keeps delivery moving and clears the exceptions nobody else owns.
Keeps delivery moving and owns every exception nobody else will claim.
Overview
OPSAccountable for throughput, service delivery and exception handling across the portfolio. Operations owns the handoffs between departments, runs the job queue, and is the escalation path of last resort — if a request has no owner, it lands here.
- SLA attainment94.1% / 95%
- First responselower is better24 min / 30 min
- Open exceptionslower is better27 / 20
- Jobs processed1860/day / 1700/day
- Rework ratelower is better6.2% / 7%
Manager
Runs the machine. Owns queue health, SLA attainment and the handoff contracts between departments. Escalates to the COO when an exception needs a policy change rather than a fix.
- Clear the exception backlog below 20 open items
- Hold first-response SLA under 30 minutes
- Rewrite the three handoffs that generate most rework
KPIs5
- 94.1%
- SLA attainment +2.4pt
- 27
- Open exceptions −14
- 24 min
- First response −9 min
- 1,860
- Jobs / day +180
- 6.2%
- Rework rate −0.8pt
Objectives4
3 open- On track
Clear the exception backlog below 20
Q3 2026 · Mira Halvorsen
68% - On track
Hold 95% SLA attainment through the volume ramp
Q3 2026 · Queue Warden
79% - At risk
Rewrite the three worst cross-department handoffs
H2 2026 · Oren Delacroix
37% - Done
Automate vendor access review
Q2 2026 · Sentry
100%
Projects4
3 activeHandoff contract rewrite
ActiveThe three department handoffs generating 60% of rework get explicit schemas and owners.
37%Oren DelacroixDue 05 SepException triage automation
ActiveAuto-route by type instead of round-robin. Cut median triage from 40 to 12 minutes.
71%Queue WardenDue 16 AugVolume ramp readiness
In reviewCapacity plan for the 2x job volume Sales and Marketing are forecasting for Q4.
90%Mira HalvorsenDue 07 AugVendor access review automation
DoneQuarterly access recertification, run by agent against the Engineering credential inventory.
100%SentryDelivered 12 Jul
AI Employees6
all clear- Working
Oren Delacroix
Process lead
Load81%Process designHandoffsRoot causeclaude-opus-5402 closed - Working
Queue Warden
Dispatch agent
Load94%RoutingTriageSLAclaude-sonnet-55,820 closed - Working
Sentry
Compliance agent
Load52%Access reviewAudit trailPolicyclaude-sonnet-51,188 closed - Working
Petra Isolde
Service delivery
Load73%Client deliveryEscalationQAclaude-opus-5611 closed - Idle
Tally
Reporting agent
Load21%DashboardsRollupsAnomaliesclaude-haiku-4-52,940 closed - Working
Kestrel
Exception agent
Load88%ExceptionsRecoveryEscalationclaude-sonnet-51,733 closed
Board11
Backlog
2Client escalation runbook refresh
Retire the round-robin dispatcher
To do
2Schema the Sales → Delivery handoff
Absorb the credential inventory from Engineering
In progress
3Triage the 27 open exceptions to owners
Auto-route exceptions by type
Schema the Engineering → Operations handoff
In review
2Volume ramp capacity plan — sign-off
Weekly throughput read for the COO
Done
2Automate quarterly vendor access review
Stand up the exception dashboard
Activity feed5
- 12m ago
Raised INC-2291 fallout — 41 unvalidated payloads need manual reconciliation.
Kestrel
- 40m ago
Accepted the credential inventory from Engineering for the access review.
Oren Delacroix
- 2h ago
Held the volume ramp plan for one week pending the Sales forecast reconciliation.
Mira Halvorsen
- 5h ago
Auto-routing live for three exception types — median triage 40 min → 12 min.
Queue Warden
- Yesterday
Filed the weekly throughput read — 1,860 jobs/day, SLA 94.1%.
Tally
Reports4
2 ready- Ready
Weekly throughput read
Week 31, 2026
1,860 jobs/day against a 1,700 target. SLA 94.1% — under target, and the gap is entirely in exception handling.
Yesterday
- Ready
Exception root cause analysis
Jul 2026
60% of rework traces to three cross-department handoffs. All three are now in the rewrite project.
3 days ago
- Generating
Q4 capacity model
Q4 2026
Models the 2x volume ramp against current agent load. Queue Warden is already at 94%.
In progress
- Scheduled
Quarterly access recertification
Q3 2026
Runs automatically against the Engineering credential inventory once rotation ships.
Scheduled 30 Sep
Knowledge base5
Exception handling playbook
PlaybookKestrel31 pagesUpdated 1h ago
Cross-department handoff contracts
SpecOren Delacroix24 pagesUpdated Yesterday
Job queue telemetry
DatasetTally12.4 MBUpdated 20m ago
Client escalation runbook
DocumentPetra Isolde14 pagesUpdated Last week
Weekly ops review call
TranscriptMira Halvorsen44 minUpdated 2 days ago
Operations channel
- KestrelAgent12m ago
Engineering's INC-2291 dropped 41 unvalidated payloads into our queue. They need manual reconciliation and none of them have an owner.
- Mira HalvorsenManager10m ago
That is ours by default — no owner means Operations. Petra, take the client-facing ones first; the internal ones can wait a day.
- Petra IsoldeAgent8m ago
Nine are client-facing. I can clear those today. The other 32 will push the exception backlog back over 30.
- Mira HalvorsenManager6m ago
Accept the backlog going up. I would rather report a real number and clear it than hide it in a re-categorisation.
- Queue WardenAgent4m ago
Auto-routing will absorb about 40% of them once the payload type is registered. Give me two hours.
- SystemSystem2m ago
Exception backlog updated: 27 → 68. SLA projection for the week revised to 91.4%.
Local to this session — messages are not persisted or delivered in this build.