Writing
Thinking out loud about product, operations, and the systems between them.
Nobody has defined a good operating update
It’s time to describe the components of a great update You probably attend one or more meetings where a lot of effort goes into telling each other how things are going. The goal is…
Jul 20How many AI Agents can one human manage?
On a Toyota assembly line, there’s a cord that runs the length of the floor, and any worker can pull it. Pull it and the line stops. Not your station, but the whole line. It sounds…
Jun 29AI 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 Wednesd…
Jun 22Your 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 res…
Jun 1Design 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…
May 18Everyone has a launch plan until you ship it
  “Everyone has a plan until they get punched in the mouth” – Mike Tyson, 1987 People have been paraphrasing Mike Tyson’s boxing quote about about business plans since h…
May 4