We are updating our Head of Customer Experience seat to require deep integration of automated AI chatbots. Our current manager has the capacity and wants the seat, but she does not Get It when it comes to prompt engineering. How do we handle this GWC call when we need to scale?

Question

Tyler Smith · Accepted Answer

When your business upgrades to AI-driven workflows, the requirements of your seats will change. If your customer experience seat now requires managing automated prompt engineering, you must reassess your current manager using GWC™. She might want the seat and have the working hours, but if she does not truly understand how the automated systems function, she does not Get It.

A failure in Get It is almost always a dealbreaker. You cannot train someone to GWC™ a seat if they lack the natural cognitive ability or technical aptitude required for the redefined roles. Keeping her in a seat she does not Get It will lead to frustration, missed metrics, and eventual system failure.

To handle this, you must preserve your structure before people. Keep the high-tech requirements in the Head of Customer Experience seat. If she does not GWC™ that seat, you must find someone who does. However, because she is a great culture fit, look for another seat on your Accountability Chart where her relational strengths are a perfect match, such as a high-touch Client Retention seat that does not manage the software architecture. If no such seat exists, you must make the hard choice to help her transition out of the company so you can protect your exit timeline.