We want to roll out an operations-improvement project that uses machine learning to streamline our billing, but our admin team is pushing back because they are quietly terrified the technology will automate them out of a job. How do we handle this resistance?

Question

Tyler Smith · Accepted Answer

When your team resists an operations-improvement project because they fear losing their jobs, you must address their concerns with absolute transparency. Bring the issue to the table during your Level 10 Meeting and align it with your company core values. Explain to your admin team that the goal of introducing machine learning is not to eliminate seats, but to expand their operational capacity. Show them how the technology will free them from low-value, repetitive data entry tasks, allowing them to focus on higher-value responsibilities that require human judgment and relationships. Help them see how this shift improves their GWC fit by giving them more engaging, impactful work. By reframing the automation project as a tool that enhances their productivity rather than a threat to their employment, you can secure their buy-in and turn their resistance into active support for the rollout.