On target — proof it’s fineOn target, watching — trending, I’m on it, no askBehind, needs you — decision below, my rec attached
North Star: By Dec 31, 2026 — an AI-native support experience: search-first knowledge hub with instant answers, real-time chat, AI-equipped agents. 92%+ CSAT · 75%+ first-contact resolution · 30%+ self-service deflection.
Revenue● On target
Quiet lane this week, no CS-driven revenue items.
Operations● On target, watching
The duplicate-report flood is back: 847 reports this week against 119 last week, 32% of it aimed at one fundraiser, Nolan Wells. Waves drove 250+ tickets in a day and the team held the queue.
Customer demand 1455 tickets. First response 1h 58m, pushed back up by the flood after last week's 45m. CSAT 94%, steady.
Active backlog 47, still over the under-15 goal, my watch item again this week.
Relief is coming: the new fundraiser report button routes abuse reports internally instead of landing them as tickets, so the next flood stays off the desk.
Org-Dev● On target
Harmony starts Monday as our Verification Specialist. Her first week is observation and payouts-and-transfers training with Lydia, then she takes escalations. CS keeps first triage; escalations route to Verification with Harmony bridging both sides.
Financial● On target
Nothing new on money this week. Budget and payroll detail stays live on the dashboard's budget & payroll view.
Ministrythis week
The ministry build-out with Summer is still taking shape; I'll bring the plan when it's set. A second thread opened this week with the Hope Team: replies to our prayer and devotional emails, people sharing foreclosure, illness, and prayer needs, have been landing in the support queue with nowhere good to go. Rene, Houston, and I are working out the right model, likely a single warm reply pointing people to the Prayer Wall, without turning it into an open-ended care channel that pulls the Hope Team off its calling mission. Nothing locked yet. Out of the same dig I'm rewriting our self-harm trigger so a message describing suicidal thoughts gets a human response no matter which inbox it arrives through.
Rocks
Support chatbot + the spec beneath it: the rebuilt ticketing system is ready to go live. Every migration decision is made, the switch itself has been rehearsed step by step, and the new statuses are already built in production. Moving the tickets that are open mid-switch is an afternoon of work. All that is left is picking the go-live date; we are timing it with Lydia's team to avoid Harmony's Monday start, and we will run a close-watch period after the switch. The spec underneath it all is now live for the team as the Spec Map: a reference for how our workflows and processes work that they can chat with, ask questions of, and leave feedback on. I am building a harness around that feedback so the spec keeps itself current, a self-healing spec.ON TRACK
Delegation foundations: the team now updates and publishes our support knowledge base without me. Any proposed change goes to a review channel, Mike or Summer approve it, and it publishes automatically the whole way through; I only step in if something stalls. The same system now manages the customer email templates that used to be edited by hand, which is how one broken email sat in front of customers for two weeks before this existed.ON TRACK
Actions
Last wk: get the rebuilt ticketing system ready for cutover by FridayDONE
Last wk: put the CS Assistant through its first full week of real team use and keep its accuracy above 95%DONE
Last wk: upload the June and July department KPI summaries to the leadership reporting folder (due August 10)CARRIES
This wk: set the go-live date for the new ticketing system, timed with Lydia's team to avoid Harmony's Monday startCOMMITTED
This wk: Harmony's first week in Verification: shadowing, payouts and transfers training, and finalizing the escalation workflow with LydiaCOMMITTED
This wk: upload the June and July KPI summaries to the leadership reporting folder (due Monday)COMMITTED
Big wins
The CS Assistant's "fabrication" mystery is solved, and it was not the AI. A hidden plumbing bug was quietly swapping an error message in place of the ticket agents pasted in, so the assistant was answering the wrong question. That one bug explains half of the previous week's failures. It is fixed, two more hidden bugs (including a privacy leak in its web search) were caught and closed in the same sweep, and the assistant now scores 96% on the hardest test it has ever faced. It is ready to roll out to the team.
The recipient-records fix is ready to pitch. The full proposal and clickable mockups of every screen it touches are packaged and live. And the first small piece of it, removing the phone autofill that was tripping up international recipients (TS-508), is already written and in code review with the dev team.