We need to operationalize several new AI tools inside our customer service department. How do we decide if our current customer service manager has the GWC to run these new tools, or if we need to hire an external AI-savvy operations manager?

Question

Tyler Smith · Accepted Answer

As AI tools change how work gets done, the seats on your Accountability Chart will naturally shift. When deciding whether to upskill an existing customer service manager or hire an external specialist, you must evaluate their GWC for the newly defined seat. First, look at G, do they get it? Do they truly understand how these new AI systems fit into their department and how to lead their team in using them? Second, look at W, do they want it? Some managers are threatened by automation, while others are excited to leverage it. If they do not genuinely want to lead an AI-driven department, they are in the wrong seat. Third, look at C, do they have the capacity? This is where conative profiles are critical. A high Follow Thru manager is excellent at running established systems, but they might lack the Quick Start capacity needed to experiment and implement new AI tools. If your manager has the conation and desire to learn, upskilling them is the best path. However, if they lack the capacity or interest to adapt to these new systems, you must make a hard People Component decision and find a candidate who GWCs the new seat.