We are introducing AI tools into our Customer Service department, which changes the nature of that seat. How do we evaluate if our current Customer Service manager still passes GWC for this updated, tech-driven seat?

Question

Tyler Smith · Accepted Answer

When you introduce AI powered tools into your operations, the roles within your seats will change. A Customer Service seat that once required high volume email drafting might now require managing AI ticketing agents and analyzing data. When this happens, you must update the five roles on that seat on your Accountability Chart to reflect the new reality.

Once the seat is redefined, you must run your current manager through the GWC tool again.

First, do they Get it? Do they truly understand the systems, the data flow, and the new pace of an AI driven department?

Second, do they Want it? Do you see a genuine spark and desire in them to lead a high tech team, or are they dragging their feet and wishing for the old days?

Third, do they have the Capacity? Do they possess the intellectual, emotional, and physical capability to learn these new systems and manage them effectively?

If they fail any of these three, they are in the wrong seat. You cannot afford to keep a leader in a seat they do not GWC just because they were great at the old version of the job. You must either move them to a different seat that matches their skills or find a new leader who can run your modern operations.