Process Management

Good at following and managing the processes necessary to get things done, organizing people and activities, and simplifying complex processes to get more out of fewer resources.

A documented project plan is well understood by all team members. Process is used to increase efficiency, not complexity.

There is no documented project plan in place or the team is unaware of the process. Unnecessary steps are added that slow down the team.

Customer Focus

Centering every decision, artifact, and interaction on making the client happy and maximizing their experience and outcome, without being incentivized by internal margins.

Every decision is judged by its impact on the client outcome. Consistently acts as a trusted advisor, pushing back constructively when necessary.

Decisions prioritize avoidance of internal complexity over client outcomes. Fails to provide constructive pushback and acts as an "order-taker".

Action Oriented

Drive and initiative to achieve client outcomes. Performance is measured by client outcomes,satisfaction, account health, and retention; effort is the price of entry, impact is the standard.

Focuses on delivering measurable client outcomes and account health, not just looking busy. Can decide and act without needing the total picture and comfortably handles risk and uncertainty.

Performance is measured by activity or busywork instead of quantifiable impact. Fails to see projects through to completion.

Problem Solving

Proactively flagging and addressing risks and issues early and in writing with a corresponding plan, ensuring there are "no surprises" for the client or leadership.

Risks and issues are proactively flagged in writing with a clear plan. Leadership and the client are never surprised by bad news or account issues.

Risks are only flagged verbally or after they become major issues. No plan is provided alongside an identified issue.

Interpersonal Savvy

Representing the company professionally across all interactions and artifacts, upholding a single global quality bar, and being accountable for the behavior of all delivery teams and instructors.

Professionalism is non-negotiable across all client interactions and artifact standards. Upholds the global "one bar, one team" quality standard.

Artifacts or presentations show regional inconsistency or a lower quality bar. Fails to hold team members or instructors accountable for unprofessional behavior.

Written Communications

Ensuring all written artifacts meet a high standard of quality, accuracy, and compliance before external sharing, and that content is data-backed.

All documents undergo non-negotiable pre-send QA for standards, templates, brand, and accuracy. Reports include both qualitative and quantitative data.

Written communication is shared without a second review (pre-send QA). Reports lack quantitative data or the language does not align with agreed-upon rubrics.

Presentation Skills

Leading discussions and presenting data-backed information to clients and stakeholders to drive evidence-based decisions, not decisions based on anecdote.

Client-facing delivery reports are built and presented, including qualitative and quantitative data. Decisions and presentations "lead from the dashboards," using data over anecdote.

Decisions or presentations are based on speculation or anecdote ("loudest voice in the room") instead of evidence. Inability to clearly and concisely present data to internal or external stakeholders.