Leadership & Career
The hard parts of the Director role — the conversations, the trade-offs, the politics — and how new managers get past the things no one warned them about.
Latest posts
Newest first
The talk you’re avoiding is getting expensive
Every day you delay the hard conversation, the problem compounds. How to structure it.
How to land a CX or support leadership role
I’ve reviewed hundreds of applications. Most made the same mistakes. How to flip that.
What 19 years of support leadership actually taught me
Two decades of lessons, distilled. The ones that actually mattered.
Four problems. One root cause.
When attitude, output, reliability and communication all fail at once, it’s rarely four problems.
Stop taking notes for your team
Flip who takes meeting notes and watch accountability shift. Most managers own this wrong.
I went for a haircut. Got into a leadership conversation.
A chance conversation at my barber in Oakville turned into a real talk about managing people.
The 12 metrics I actually track after 19 years.
Not vanity numbers — the KPIs that drive real decisions in a support org, with the trap baked into each one spelled out.