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AI Won’t Take Your Job, But Not Using It Might
learn how to build repeatable processes that you grade with Evals We just finished annual planning at work, and there’s one small moment that keeps coming to mind. It was a Wednesday morning, and other product managers updated the shared spreadsheet overnight with brand new assumptions for the number of developer months required. I didn’t…
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Your chat should actually get work done
You’ve met AI as chat. It looks like Claude in the sidebar, or ChatGPT in a tab, or perhaps a Sparkle icon. The first interaction feels magical —> you type something, and get a response that almost seems like a conversation (even though it’s the most likely next mathematical match). When the model stops typing,…
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Design the goal, not the path
Every customer operations team eventually develops a “figure it out” queue. It fills up with problems that don’t cleanly map to the organization: confusing edge cases, multi-team failures, strange customer behavior, broken workflows, and issues nobody fully owns yet. The queue grows because the routing logic assumes something important: If we already know what…
