{ "schema": { "shape": "sectors[].teams[].roles[]", "role": "id is the stable core id across sectors. sectorTitle, when set, is the label for this sector. overrides is reserved for a later sector to replace reportsTo or escalatesTo for that role. General and Financial services leave both empty.", "public": "A team with sample true includes its escalation table and handoff table. Every other team is titles and lines only: reportsTo and escalatesTo. No decision text, limits, or deliverables for those teams." }, "sectors": [ { "id": "general", "title": "General", "teams": [ { "id": "sales-and-customer", "title": "Sales and customer", "sample": true, "gap": "Roles and recipients named in the specs but not in this pack: CEO, assigned accounts, the customer, the shared pipeline.", "roles": [ { "id": "ceo", "title": "CEO", "sectorTitle": null, "overrides": {}, "kind": "context", "reportsTo": null, "escalatesTo": [] }, { "id": "sales-director", "title": "Sales Director", "sectorTitle": null, "overrides": {}, "kind": "free", "reportsTo": "ceo", "escalatesTo": [ "ceo" ], "line": "Owns sales authority, quotas, the forecast, and the approved product list. Reports to the CEO." }, { "id": "sales-development-rep", "title": "Sales Development Rep", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "sales-director", "escalatesTo": [ "sales-executive" ], "line": "Finds and qualifies new conversations for the sales team. Reports to the Sales Director." }, { "id": "sales-executive", "title": "Sales Executive", "sectorTitle": null, "overrides": {}, "kind": "free", "reportsTo": "sales-director", "escalatesTo": [ "sales-director" ], "line": "Agrees deals within set limits and hands signed deals to the Project Manager. Reports to the Sales Director.", "note": "Also Account Executive, Business Development Manager" }, { "id": "account-manager", "title": "Account Manager", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "sales-director", "escalatesTo": [ "sales-director", "customer-success-manager" ], "line": "Looks after named customers after the sale. Reports to the Sales Director." }, { "id": "head-of-customer-success", "title": "Head of Customer Success", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": null, "escalatesTo": [], "line": "Owns retention, customer health and the customer success and support team. Reports to the CEO." }, { "id": "customer-success-manager", "title": "Customer Success Manager", "sectorTitle": null, "overrides": {}, "kind": "free", "reportsTo": "head-of-customer-success", "escalatesTo": [ "head-of-customer-success" ], "line": "Runs onboarding, account health scores, and at-risk escalation. Reports to the Head of Customer Success." }, { "id": "support-agent", "title": "Support Agent", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "head-of-customer-success", "escalatesTo": [ "head-of-customer-success" ], "line": "Handles customer support tickets. Reports to the Head of Customer Success." } ], "escalationTable": [ { "role": "Sales Director", "decision": "MAY Sign contracts", "limit": "up to £150,000", "to": "CEO" }, { "role": "Sales Director", "decision": "MAY Discount a sale", "limit": "up to 7% of value", "to": "CEO" }, { "role": "Sales Director", "decision": "MAY Commit the quarterly sales budget", "limit": "up to £50,000 / qtr", "to": "CEO" }, { "role": "Sales Director", "decision": "MAY Spend the discretionary fund", "limit": "up to £10,000 / yr", "to": "CEO" }, { "role": "Sales Director", "decision": "MAY Hire into the sales team", "limit": "within the headcount plan", "to": "CEO" }, { "role": "Sales Development Rep", "decision": "MAY NOT Quote a price or a discount", "limit": "—", "to": "Sales Executive" }, { "role": "Sales Executive", "decision": "MAY Agree deals at list price", "limit": "up to £25,000", "to": "Sales Director" }, { "role": "Sales Executive", "decision": "MAY Discount a sale", "limit": "up to 5% of value", "to": "Sales Director" }, { "role": "Sales Executive", "decision": "MAY NOT Sell outside the approved product list", "limit": "—", "to": "Sales Director" }, { "role": "Account Manager", "decision": "MAY Agree an upsell on a named account at list price", "limit": "up to £25,000", "to": "Sales Director" }, { "role": "Account Manager", "decision": "MAY Discount an upsell", "limit": "up to 5% of value", "to": "Sales Director" }, { "role": "Account Manager", "decision": "MAY NOT Approve a renewal at list price", "limit": "—", "to": "Customer Success Manager" }, { "role": "Account Manager", "decision": "MAY NOT Sign a contract or change contract terms", "limit": "—", "to": "Sales Director" }, { "role": "Customer Success Manager", "decision": "MAY Issue account credits", "limit": "up to £2,000", "to": "Head of Customer Success" }, { "role": "Customer Success Manager", "decision": "MAY Approve renewals at list price", "limit": "up to £50,000 ARR", "to": "Head of Customer Success" }, { "role": "Support Agent", "decision": "MAY Issue a refund or a credit", "limit": "up to £50", "to": "Head of Customer Success" }, { "role": "Support Agent", "decision": "MAY NOT Change account ownership or billing details", "limit": "—", "to": "Head of Customer Success" } ], "handoffs": [ { "from": "Sales Director", "deliverable": "Keep the approved product list current", "to": "Sales Executives", "when": "when it changes" }, { "from": "Sales Director", "deliverable": "Set and allocate quarterly quotas", "to": "Sales Executives", "when": "each quarter" }, { "from": "Sales Director", "deliverable": "Deliver the quarterly sales forecast", "to": "CEO", "when": "quarterly" }, { "from": "Sales Director", "deliverable": "Deliver the pipeline report", "to": "CEO", "when": "weekly, Fri 17:00" }, { "from": "Sales Development Rep", "deliverable": "Hand over a qualified meeting, with notes", "to": "Sales Executive", "when": "within 24h of booking" }, { "from": "Sales Development Rep", "deliverable": "Log activity in the CRM", "to": "Sales Director", "when": "daily" }, { "from": "Sales Development Rep", "deliverable": "Report meetings booked against target", "to": "Sales Director", "when": "weekly" }, { "from": "Sales Executive", "deliverable": "Close new business", "to": "Sales Director", "when": "against quarterly target" }, { "from": "Sales Executive", "deliverable": "Hand over signed deals", "to": "Project Manager", "when": "within 24h of signing" }, { "from": "Sales Executive", "deliverable": "Keep own deal status current in the CRM", "to": "the shared pipeline", "when": "on every change" }, { "from": "Account Manager", "deliverable": "Deliver an account plan for each named account", "to": "Sales Director", "when": "annually, reviewed quarterly" }, { "from": "Account Manager", "deliverable": "Forecast upsells in the CRM", "to": "Sales Director", "when": "weekly" }, { "from": "Customer Success Manager", "deliverable": "Run onboarding and quarterly business reviews", "to": "assigned accounts", "when": "onboarding, then each quarter" }, { "from": "Customer Success Manager", "deliverable": "Deliver a health-score report per account", "to": "Head of Customer Success", "when": "monthly" }, { "from": "Customer Success Manager", "deliverable": "Escalate at-risk accounts", "to": "Head of Customer Success", "when": "within 48h of a red signal" }, { "from": "Customer Success Manager", "deliverable": "Hand expansion opportunities over", "to": "Account Manager", "when": "as they arise" }, { "from": "Support Agent", "deliverable": "Respond to tickets within the service-level agreement", "to": "the customer", "when": "per the SLA" }, { "from": "Support Agent", "deliverable": "Escalate a suspected bug, with steps to reproduce", "to": "Software Engineers", "when": "same day, via the bug queue" }, { "from": "Support Agent", "deliverable": "Report recurring issues", "to": "Head of Customer Success", "when": "weekly" } ] }, { "id": "product", "title": "Product", "sample": false, "roles": [ { "id": "chief-product-officer", "title": "Chief Product Officer", "sectorTitle": null, "overrides": {}, "kind": "context", "reportsTo": null, "escalatesTo": [] }, { "id": "product-director", "title": "Product Director", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "chief-product-officer", "escalatesTo": [ "chief-product-officer" ], "line": "Sets product direction for the managers who report to them. Reports to the Chief Product Officer." }, { "id": "product-manager", "title": "Product Manager", "sectorTitle": null, "overrides": {}, "kind": "free", "reportsTo": "product-director", "escalatesTo": [ "product-director", "head-of-delivery" ], "line": "Decides what ships next inside the agreed roadmap and writes the PRD. Reports to the Product Director." }, { "id": "product-owner", "title": "Product Owner", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "product-manager", "escalatesTo": [ "product-manager" ], "line": "Turns a product plan into work a delivery team can pick up. Reports to the Product Manager.", "note": "In a smaller firm, this is the Product Manager" }, { "id": "product-designer", "title": "Product Designer", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "product-director", "escalatesTo": [ "product-director", "product-manager" ], "line": "Designs how the product looks and behaves. Reports to the Product Director." }, { "id": "content-designer", "title": "Content Designer", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "product-director", "escalatesTo": [], "line": "Designs publish-ready content for user journeys. Reports to the Product Director." }, { "id": "technical-writer", "title": "Technical Writer", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "product-director", "escalatesTo": [], "line": "Writes and maintains the user guides, help and release notes for a product. Reports to the Product Director.", "note": "Or an Engineering Manager where documentation sits with engineering. Also Technical Author or Documentation Specialist" }, { "id": "service-designer", "title": "Service Designer", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "product-director", "escalatesTo": [], "line": "Designs end-to-end service journeys across digital and offline. Reports to the Product Director." }, { "id": "head-of-delivery", "title": "Head of Delivery", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": null, "escalatesTo": [], "line": "Owns delivery across projects. Reports to the COO." } ] }, { "id": "delivery", "title": "Delivery", "sample": false, "roles": [ { "id": "coo", "title": "COO", "sectorTitle": null, "overrides": {}, "kind": "context", "reportsTo": null, "escalatesTo": [] }, { "id": "head-of-delivery", "title": "Head of Delivery", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "coo", "escalatesTo": [ "coo", "executive-sponsor", "product-director" ], "line": "Owns delivery across projects. Reports to the COO." }, { "id": "programme-manager", "title": "Programme Manager", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "head-of-delivery", "escalatesTo": [ "head-of-delivery" ], "line": "Runs a programme of related projects against one plan, budget and set of benefits. Reports to the Head of Delivery.", "note": "Or the programme's senior responsible owner. Also Programme Delivery Manager" }, { "id": "delivery-manager", "title": "Delivery Manager", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "head-of-delivery", "escalatesTo": [ "product-manager" ], "line": "Runs delivery for a team of projects. Reports to the Head of Delivery." }, { "id": "scrum-master", "title": "Scrum Master", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "head-of-delivery", "escalatesTo": [ "head-of-delivery" ], "line": "Runs the Scrum events and clears what blocks the team. Reports to the Head of Delivery.", "note": "Also Agile Delivery Lead or Team Coach" }, { "id": "project-manager", "title": "Project Manager", "sectorTitle": null, "overrides": {}, "kind": "free", "reportsTo": "head-of-delivery", "escalatesTo": [ "head-of-delivery", "executive-sponsor" ], "line": "Runs a project inside the agreed scope, dates, and budget. Reports to the Head of Delivery." }, { "id": "executive-sponsor", "title": "The executive sponsor", "sectorTitle": null, "overrides": {}, "kind": "context", "reportsTo": null, "escalatesTo": [] }, { "id": "product-director", "title": "Product Director", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": null, "escalatesTo": [], "line": "Sets product direction for the managers who report to them. Reports to the Chief Product Officer." }, { "id": "product-manager", "title": "Product Manager", "sectorTitle": null, "overrides": {}, "kind": "free", "reportsTo": null, "escalatesTo": [], "line": "Decides what ships next inside the agreed roadmap and writes the PRD. Reports to the Product Director." } ] }, { "id": "engineering", "title": "Engineering", "sample": false, "roles": [ { "id": "ceo", "title": "CEO", "sectorTitle": null, "overrides": {}, "kind": "context", "reportsTo": null, "escalatesTo": [] }, { "id": "head-of-engineering", "title": "Head of Engineering", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "ceo", "escalatesTo": [ "ceo", "finance-director", "head-of-delivery", "product-director" ], "line": "Leads the engineering organisation. Reports to the CEO." }, { "id": "engineering-manager", "title": "Engineering Manager", "sectorTitle": null, "overrides": {}, "kind": "free", "reportsTo": "head-of-engineering", "escalatesTo": [ "head-of-engineering", "head-of-delivery", "product-director" ], "line": "Sets the team's engineering standards and delivers working, tested increments. Reports to the Head of Engineering." }, { "id": "tech-lead", "title": "Tech Lead", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "engineering-manager", "escalatesTo": [ "head-of-engineering", "product-manager" ], "line": "Sets the technical approach for a team. Reports to the Engineering Manager." }, { "id": "software-engineer", "title": "Software Engineer", "sectorTitle": null, "overrides": {}, "kind": "free", "reportsTo": "engineering-manager", "escalatesTo": [ "engineering-manager" ], "line": "Delivers tested, reviewed code for the agreed design. Reports to the Engineering Manager." }, { "id": "qa-engineer", "title": "QA Engineer", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "engineering-manager", "escalatesTo": [ "engineering-manager" ], "line": "Checks that a build behaves as it should. Reports to the Engineering Manager.", "note": "Also Test Automation Engineer" }, { "id": "test-manager", "title": "Test Manager", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "engineering-manager", "escalatesTo": [], "line": "Plans and leads testing so releases ship with known, managed risk. Reports to the Engineering Manager.", "note": "Or the Head of Engineering where testing runs centrally. Also Test Lead or QA Lead" }, { "id": "technical-architect", "title": "Technical Architect", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "head-of-engineering", "escalatesTo": [], "line": "Sets technical design patterns for services. Reports to the Head of Engineering." }, { "id": "solutions-architect", "title": "Solutions Architect", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "head-of-engineering", "escalatesTo": [], "line": "Designs end-to-end technical solutions for business problems across systems. Reports to the Head of Engineering." }, { "id": "security-architect", "title": "Security Architect", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "head-of-engineering", "escalatesTo": [], "line": "Designs secure solutions and advises on security risk. Reports to the Head of Engineering.", "note": "Or the CISO where one exists" }, { "id": "cyber-security-analyst", "title": "Cyber Security Analyst", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "security-architect", "escalatesTo": [ "security-architect" ], "line": "Monitors threats, investigates incidents and keeps the security risk register. Reports to the Security Architect.", "note": "Also Information Security Analyst or SOC Analyst. Or the CISO where one exists" }, { "id": "penetration-tester", "title": "Penetration Tester", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "security-architect", "escalatesTo": [], "line": "Runs authorised simulated attacks to find security weaknesses before attackers do. Reports to the Security Architect.", "note": "Or a CISO or security testing lead where one exists. Also Ethical Hacker or Security Tester" }, { "id": "service-desk-manager", "title": "Service Desk Manager", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "head-of-engineering", "escalatesTo": [ "head-of-engineering" ], "line": "Runs the service desk against SLAs and prepares it for new services. Reports to the Head of Engineering.", "note": "Also IT Service Desk Manager or Head of Service Desk" }, { "id": "it-service-manager", "title": "IT Service Manager", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "head-of-engineering", "escalatesTo": [ "head-of-engineering", "technical-architect" ], "line": "Agrees IT service levels and runs service change and improvement. Reports to the Head of Engineering.", "note": "Or the Head of IT. Also IT Manager or IT Operations Manager" }, { "id": "change-and-release-manager", "title": "Change and Release Manager", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "it-service-manager", "escalatesTo": [ "it-service-manager" ], "line": "Chairs the change advisory board and schedules technical changes and releases. Reports to the IT Service Manager.", "note": "Or Head of Engineering where no IT Service Manager exists. Also Change Manager or Release Manager" }, { "id": "service-desk-analyst", "title": "Service Desk Analyst", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "service-desk-manager", "escalatesTo": [], "line": "Resolves IT requests and incidents at the first line. Reports to the Service Desk Manager.", "note": "Also IT Support Analyst or IT Service Analyst" }, { "id": "infrastructure-engineer", "title": "Infrastructure Engineer", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "head-of-engineering", "escalatesTo": [ "technical-architect", "security-architect", "head-of-engineering" ], "line": "Builds and runs the network, servers and cloud services. Reports to the Head of Engineering.", "note": "Also Cloud Engineer, Network Engineer or Network Administrator" }, { "id": "database-administrator", "title": "Database Administrator", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "head-of-engineering", "escalatesTo": [], "line": "Keeps databases available, secure and backed up for the people who need them. Reports to the Head of Engineering." }, { "id": "machine-learning-engineer", "title": "Machine Learning Engineer", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "head-of-engineering", "escalatesTo": [], "line": "Builds, deploys and monitors machine learning models in live products. Reports to the Head of Engineering.", "note": "Or Head of Data where one exists. Also ML Engineer or MLOps Engineer" }, { "id": "data-engineer", "title": "Data Engineer", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "head-of-engineering", "escalatesTo": [], "line": "Builds and maintains the data pipelines that analysts and data scientists rely on. Reports to the Head of Engineering.", "note": "Or the Head of Data where one exists" }, { "id": "data-scientist", "title": "Data Scientist", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "head-of-engineering", "escalatesTo": [], "line": "Builds statistical and machine learning models to answer business questions. Reports to the Head of Engineering.", "note": "Or the Head of Data where one exists" }, { "id": "data-architect", "title": "Data Architect", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "head-of-engineering", "escalatesTo": [], "line": "Sets the data models and standards that pipelines and reports are built to. Reports to the Head of Engineering.", "note": "Or Head of Data where one exists. Also Senior Data Architect or Enterprise Data Architect" }, { "id": "data-governance-manager", "title": "Data Governance Manager", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "head-of-engineering", "escalatesTo": [], "line": "Sets data ownership, quality standards and policies so the organisation's data can be trusted. Reports to the Head of Engineering.", "note": "Or a Head of Data or Chief Data Officer where one exists. Also Data Governance Lead" }, { "id": "finance-director", "title": "Finance Director", "sectorTitle": null, "overrides": {}, "kind": "context", "reportsTo": null, "escalatesTo": [] }, { "id": "head-of-delivery", "title": "Head of Delivery", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": null, "escalatesTo": [], "line": "Owns delivery across projects. Reports to the COO." }, { "id": "product-director", "title": "Product Director", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": null, "escalatesTo": [], "line": "Sets product direction for the managers who report to them. Reports to the Chief Product Officer." }, { "id": "product-manager", "title": "Product Manager", "sectorTitle": null, "overrides": {}, "kind": "free", "reportsTo": null, "escalatesTo": [], "line": "Decides what ships next inside the agreed roadmap and writes the PRD. Reports to the Product Director." } ] }, { "id": "operations-and-depot", "title": "Operations and depot", "sample": false, "roles": [ { "id": "operations-director", "title": "Operations Director", "sectorTitle": null, "overrides": {}, "kind": "context", "reportsTo": null, "escalatesTo": [] }, { "id": "operations-manager", "title": "Operations Manager", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "operations-director", "escalatesTo": [ "operations-director", "depot-manager" ], "line": "Runs the operation across sites. Reports to the Operations Director.", "note": "Across depots; one site is the Depot Manager" }, { "id": "depot-manager", "title": "Depot Manager", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "operations-director", "escalatesTo": [ "operations-director" ], "line": "Runs one site. Reports to the Operations Director.", "note": "Also Site Manager" }, { "id": "operations-analyst", "title": "Operations Analyst", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "operations-director", "escalatesTo": [ "depot-manager" ], "line": "Reads how the operation is performing. Reports to the Operations Director." }, { "id": "procurement-manager", "title": "Procurement Manager", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "operations-director", "escalatesTo": [], "line": "Sources suppliers and awards contracts within delegated limits. Reports to the Operations Director.", "note": "Or the Finance Director where procurement sits under finance" }, { "id": "category-manager", "title": "Category Manager", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "procurement-manager", "escalatesTo": [ "procurement-manager" ], "line": "Owns the strategy and sourcing plan for an assigned spend category. Reports to the Procurement Manager.", "note": "Also Category Lead" }, { "id": "supply-chain-manager", "title": "Supply Chain Manager", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "operations-director", "escalatesTo": [], "line": "Plans stock, suppliers and logistics so goods arrive on time and on budget. Reports to the Operations Director.", "note": "Or a Head of Supply Chain in a larger business. Also Supply Chain Planning Manager" }, { "id": "contracts-manager", "title": "Contracts Manager", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "procurement-manager", "escalatesTo": [], "line": "Manages supplier contracts after award: SLAs, KPIs, renewals and change. Reports to the Procurement Manager." }, { "id": "quantity-surveyor", "title": "Quantity Surveyor", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "operations-director", "escalatesTo": [], "line": "Estimates, controls and certifies construction costs from tender to final account. Reports to the Operations Director.", "note": "Or a Commercial Manager or Project Director in a construction firm. Also Cost Manager" }, { "id": "construction-manager", "title": "Construction Manager", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "operations-director", "escalatesTo": [], "line": "Runs the building site safely, to programme, budget and quality. Reports to the Operations Director." }, { "id": "health-and-safety-manager", "title": "Health and Safety Manager", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "operations-director", "escalatesTo": [], "line": "Sets safety procedures, investigates incidents and makes RIDDOR reports. Reports to the Operations Director.", "note": "Also Health and Safety Adviser" }, { "id": "quality-manager", "title": "Quality Manager", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "operations-director", "escalatesTo": [ "operations-director", "procurement-manager" ], "line": "Runs the quality management system, audits and corrective actions. Reports to the Operations Director.", "note": "Also Quality Assurance Manager or Head of Quality" }, { "id": "production-manager", "title": "Production Manager", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "operations-director", "escalatesTo": [], "line": "Runs production schedules, output, quality and safety on the shop floor. Reports to the Operations Director.", "note": "Or a Site Director in a larger manufacturer. Also Manufacturing Manager or Plant Manager" }, { "id": "facilities-manager", "title": "Facilities Manager", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "operations-director", "escalatesTo": [ "operations-director", "health-and-safety-manager" ], "line": "Keeps buildings, assets and contracted services safe and within budget. Reports to the Operations Director.", "note": "Also Estates Manager, Support Services Manager or FM Contract Manager" }, { "id": "office-manager", "title": "Office Manager", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "operations-director", "escalatesTo": [], "line": "Runs day-to-day office operations, the office budget and admin staff. Reports to the Operations Director.", "note": "Or the CEO in a smaller firm. Also Administration Manager or Business Manager" }, { "id": "warehouse-manager", "title": "Warehouse Manager", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "operations-manager", "escalatesTo": [ "operations-manager", "health-and-safety-manager" ], "line": "Runs stock, storage and dispatch safely at a warehouse. Reports to the Operations Manager.", "note": "Or the Depot Manager on a shared site. Also Distribution Centre Manager" }, { "id": "transport-manager", "title": "Transport Manager", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "operations-manager", "escalatesTo": [ "operations-manager" ], "line": "Keeps the fleet legal and on time under the operator licence. Reports to the Operations Manager.", "note": "Or the Depot Manager on a shared site. Also Road Transport Manager" }, { "id": "retail-manager", "title": "Retail Manager", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "operations-manager", "escalatesTo": [ "operations-manager" ], "line": "Runs a store against sales, labour and brand standards. Reports to the Operations Manager.", "note": "Or a Regional / Area Manager. Also Store Manager or Shopkeeper" }, { "id": "retail-buyer", "title": "Retail Buyer", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "operations-director", "escalatesTo": [], "line": "Chooses the range and negotiates with suppliers to hit sales, margin and stock targets. Reports to the Operations Director." }, { "id": "hotel-manager", "title": "Hotel Manager", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "operations-director", "escalatesTo": [], "line": "Runs rooms, food and beverage, staff and guest service to budget, safely and legally. Reports to the Operations Director.", "note": "Or the owner, or an Area General Manager in a hotel group. Also Hotel General Manager" }, { "id": "restaurant-manager", "title": "Restaurant Manager", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "operations-director", "escalatesTo": [], "line": "Runs the restaurant's service, staff, stock and budget, safely and legally. Reports to the Operations Director." }, { "id": "care-home-manager", "title": "Care Home Manager", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "operations-director", "escalatesTo": [], "line": "Leads a registered care home so residents get safe, good-quality care. Reports to the Operations Director." }, { "id": "nursery-manager", "title": "Nursery Manager", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "operations-director", "escalatesTo": [], "line": "Runs an early years setting so children are safe, learning and well cared for. Reports to the Operations Director." } ] }, { "id": "finance", "title": "Finance", "sample": false, "roles": [ { "id": "finance-director", "title": "Finance Director", "sectorTitle": null, "overrides": {}, "kind": "context", "reportsTo": null, "escalatesTo": [] }, { "id": "financial-controller", "title": "Financial Controller", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "finance-director", "escalatesTo": [ "finance-director", "unit-head" ], "line": "Keeps the accounts and the month-end close. Reports to the Finance Director." }, { "id": "finance-business-partner", "title": "Finance Business Partner", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "finance-director", "escalatesTo": [ "unit-head", "financial-controller" ], "line": "Works the numbers with one part of the business. Reports to the Finance Director." }, { "id": "payroll-manager", "title": "Payroll Manager", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "financial-controller", "escalatesTo": [], "line": "Runs an accurate, on-time payroll and reports it to HMRC. Reports to the Financial Controller.", "note": "Or the Head of People where payroll sits in HR" }, { "id": "management-accountant", "title": "Management Accountant", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "financial-controller", "escalatesTo": [ "financial-controller", "finance-director" ], "line": "Delivers management accounts, forecasts and variance analysis. Reports to the Financial Controller.", "note": "Also Chartered Management Accountant" }, { "id": "credit-controller", "title": "Credit Controller", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "financial-controller", "escalatesTo": [ "financial-controller" ], "line": "Sets credit limits within policy and recovers overdue balances. Reports to the Financial Controller.", "note": "Also Debt Collection Agent" }, { "id": "bookkeeper", "title": "Bookkeeper", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "financial-controller", "escalatesTo": [ "financial-controller" ], "line": "Keeps the ledgers, reconciles the bank and prepares VAT returns. Reports to the Financial Controller.", "note": "Also Accounts Clerk or Accounts Payable Clerk" }, { "id": "tax-manager", "title": "Tax Manager", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "finance-director", "escalatesTo": [ "finance-director" ], "line": "Files company tax returns, schedules tax payments and deals with HMRC. Reports to the Finance Director.", "note": "Or a Head of Tax in a larger group. Also Corporate Tax Manager or Tax Adviser" }, { "id": "treasury-manager", "title": "Treasury Manager", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "finance-director", "escalatesTo": [ "finance-director" ], "line": "Manages cash, bank facilities and currency and interest-rate risk within policy. Reports to the Finance Director.", "note": "Or a Group Treasurer in a larger group. Also Corporate Treasurer or Head of Treasury" }, { "id": "unit-head", "title": "The unit head", "sectorTitle": null, "overrides": {}, "kind": "context", "reportsTo": null, "escalatesTo": [] } ] }, { "id": "executive-office", "title": "Executive office, people, legal and marketing", "note": "Where a Head of People exists, the HR Business Partner reports to them.", "sample": false, "roles": [ { "id": "ceo", "title": "CEO", "sectorTitle": null, "overrides": {}, "kind": "context", "reportsTo": null, "escalatesTo": [] }, { "id": "chief-of-staff", "title": "Chief of Staff", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "ceo", "escalatesTo": [ "ceo", "cfo" ], "line": "Prepares the board and keeps the executive team's priorities in one place. Reports to the CEO." }, { "id": "executive-assistant", "title": "Executive Assistant", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "ceo", "escalatesTo": [ "ceo" ], "line": "Runs a senior executive's diary, travel and meeting logistics. Reports to the CEO.", "note": "Or the senior executive they support. Also EA, Personal Assistant or PA" }, { "id": "hr-business-partner", "title": "HR Business Partner", "sectorTitle": null, "overrides": {}, "kind": "free", "reportsTo": "ceo", "escalatesTo": [ "employees-line-manager", "finance-director" ], "line": "Advises on people process and reports headcount, turnover, and absence. Reports to the CEO." }, { "id": "hr-officer", "title": "HR Officer", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "hr-business-partner", "escalatesTo": [], "line": "Handles day-to-day HR: recruitment admin, employee records, absence and policy advice. Reports to the HR Business Partner.", "note": "Or an HR Manager where one exists. Also HR Adviser or People Officer" }, { "id": "talent-acquisition-manager", "title": "Talent Acquisition Manager", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "hr-business-partner", "escalatesTo": [], "line": "Attracts and assesses candidates for approved vacancies. Reports to the HR Business Partner.", "note": "Also Resourcing Manager. Where a Head of People exists, reports to them" }, { "id": "learning-and-development-business-partner", "title": "Learning and Development Business Partner", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "hr-business-partner", "escalatesTo": [], "line": "Plans training against business priorities and measures its impact. Reports to the HR Business Partner.", "note": "Also L&D Consultant or L&D Manager. Where a Head of People exists, reports to them" }, { "id": "reward-manager", "title": "Reward Manager", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "hr-business-partner", "escalatesTo": [ "hr-business-partner" ], "line": "Sets pay within the structure, runs the pay review and owns benefits. Reports to the HR Business Partner.", "note": "Where a Head of People exists, to them. Also Reward and Benefits Manager" }, { "id": "employee-relations-manager", "title": "Employee Relations Manager", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "hr-business-partner", "escalatesTo": [ "hr-business-partner" ], "line": "Runs disciplinary, grievance and consultation cases fairly and lawfully. Reports to the HR Business Partner.", "note": "Or the Head of People where one exists. Also Employee Relations Lead or Head of Employee Relations" }, { "id": "marketing-manager", "title": "Marketing Manager", "sectorTitle": null, "overrides": {}, "kind": "free", "reportsTo": "ceo", "escalatesTo": [ "ceo", "product-director" ], "line": "Spends the approved marketing budget and delivers qualified leads. Reports to the CEO." }, { "id": "digital-marketing-manager", "title": "Digital Marketing Manager", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "marketing-manager", "escalatesTo": [ "marketing-manager" ], "line": "Runs search, social and email channels and reports their return. Reports to the Marketing Manager.", "note": "Also Digital Marketer, SEO Manager or Social Media Manager" }, { "id": "social-media-manager", "title": "Social Media Manager", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "marketing-manager", "escalatesTo": [], "line": "Runs the organisation's social channels, content and community, within the brand and the advertising rules. Reports to the Marketing Manager." }, { "id": "market-research-manager", "title": "Market Research Manager", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "marketing-manager", "escalatesTo": [], "line": "Designs and runs customer and market research and turns it into insight. Reports to the Marketing Manager.", "note": "Or a Head of Insight where one exists. Also Insight Manager or Consumer Insight Manager" }, { "id": "product-marketing-manager", "title": "Product Marketing Manager", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "marketing-manager", "escalatesTo": [], "line": "Positions products, plans launches and equips sales to sell them. Reports to the Marketing Manager.", "note": "Or the Product Director where product marketing sits in product. Also Product Marketer or Go-to-Market Manager" }, { "id": "graphic-designer", "title": "Graphic Designer", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "marketing-manager", "escalatesTo": [], "line": "Turns briefs into on-brand artwork for print, digital and social. Reports to the Marketing Manager.", "note": "Or a Creative Director or Brand Manager where one exists. Also Brand Designer or Visual Designer" }, { "id": "copywriter", "title": "Copywriter", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "marketing-manager", "escalatesTo": [], "line": "Writes clear, persuasive copy for adverts, web, email and social from an approved brief. Reports to the Marketing Manager.", "note": "Or a Creative Director in an agency. Also Advertising Copywriter or Content Writer" }, { "id": "events-manager", "title": "Events Manager", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "marketing-manager", "escalatesTo": [], "line": "Plans and runs conferences, exhibitions and business events to budget and on the day. Reports to the Marketing Manager." }, { "id": "fundraising-manager", "title": "Fundraising Manager", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "ceo", "escalatesTo": [], "line": "Plans and runs a charity's fundraising across donors, trusts, companies and events. Reports to the CEO.", "note": "Or a Director of Fundraising in a larger charity. Also Head of Fundraising or Development Manager" }, { "id": "communications-manager", "title": "Communications Manager", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "ceo", "escalatesTo": [ "ceo" ], "line": "Protects reputation through media, statements and crisis playbooks. Reports to the CEO.", "note": "Or Marketing Manager where marketing owns reputation. Also Public Relations Manager, PR Manager or Head of Communications" }, { "id": "sustainability-manager", "title": "Sustainability Manager", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "ceo", "escalatesTo": [ "ceo" ], "line": "Sets the sustainability action plan and evidence for disclosures. Reports to the CEO.", "note": "Or Operations Director where sustainability sits in operations. Also Corporate Responsibility and Sustainability Practitioner or Sustainability Officer" }, { "id": "general-counsel", "title": "General Counsel", "sectorTitle": null, "overrides": {}, "kind": "context", "reportsTo": null, "escalatesTo": [] }, { "id": "legal-counsel", "title": "Legal Counsel", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "general-counsel", "escalatesTo": [ "general-counsel", "business-owner" ], "line": "Reviews contracts before anyone signs. Reports to the General Counsel." }, { "id": "paralegal", "title": "Paralegal", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "legal-counsel", "escalatesTo": [], "line": "Researches, drafts and keeps legal matters on track for the lawyers. Reports to Legal Counsel.", "note": "Or a supervising solicitor in a law firm. Also Legal Assistant or Contracts Assistant" }, { "id": "audit-committee", "title": "Audit Committee", "sectorTitle": null, "overrides": {}, "kind": "context", "reportsTo": null, "escalatesTo": [] }, { "id": "internal-auditor", "title": "Internal Auditor", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "audit-committee", "escalatesTo": [ "audit-committee" ], "line": "Gives independent assurance on risk, governance and controls to the Audit Committee. Reports to the Audit Committee.", "note": "Functionally to the Audit Committee; administratively to the CEO or Finance Director. Also Internal Audit Manager" }, { "id": "risk-manager", "title": "Risk Manager", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "finance-director", "escalatesTo": [ "finance-director" ], "line": "Keeps the risk register and reports the top risks to the board. Reports to the Finance Director.", "note": "Or the Chief Risk Officer where one exists. Also Enterprise Risk Manager" }, { "id": "business-continuity-manager", "title": "Business Continuity Manager", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "risk-manager", "escalatesTo": [ "risk-manager" ], "line": "Keeps continuity plans current and tested for every critical service. Reports to the Risk Manager.", "note": "Or the COO or CIO where resilience sits in operations or IT. Also Business Continuity and Resilience Manager or Operational Resilience Manager" }, { "id": "company-secretary", "title": "Company Secretary", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "ceo", "escalatesTo": [ "ceo", "legal-counsel" ], "line": "Runs board papers and minutes and keeps Companies House filings current. Reports to the CEO.", "note": "And to the Chair on board matters. Also Chartered Secretary or Governance Officer" }, { "id": "cfo", "title": "CFO", "sectorTitle": null, "overrides": {}, "kind": "context", "reportsTo": null, "escalatesTo": [] }, { "id": "employees-line-manager", "title": "The employee's line manager", "sectorTitle": null, "overrides": {}, "kind": "context", "reportsTo": null, "escalatesTo": [] }, { "id": "finance-director", "title": "Finance Director", "sectorTitle": null, "overrides": {}, "kind": "context", "reportsTo": null, "escalatesTo": [] }, { "id": "business-owner", "title": "The business owner", "sectorTitle": null, "overrides": {}, "kind": "context", "reportsTo": null, "escalatesTo": [] }, { "id": "product-director", "title": "Product Director", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": null, "escalatesTo": [], "line": "Sets product direction for the managers who report to them. Reports to the Chief Product Officer." } ] } ] }, { "id": "financial-services", "title": "Financial services", "teams": [ { "id": "financial-crime", "title": "Financial crime", "sample": false, "roles": [ { "id": "ceo", "title": "CEO", "sectorTitle": null, "overrides": {}, "kind": "context", "reportsTo": null, "escalatesTo": [] }, { "id": "nca", "title": "NCA", "sectorTitle": null, "overrides": {}, "kind": "context", "reportsTo": null, "escalatesTo": [] }, { "id": "money-laundering-reporting-officer", "title": "Money Laundering Reporting Officer", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "ceo", "escalatesTo": [ "ceo", "nca" ], "line": "Receives internal suspicion reports and decides what goes to the NCA. The focal point for anti-money laundering. Reports to the CEO." }, { "id": "financial-crime-investigator", "title": "Financial Crime Investigator", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "money-laundering-reporting-officer", "escalatesTo": [ "money-laundering-reporting-officer" ], "line": "Investigates transaction monitoring alerts and passes evidenced suspicions to the MLRO. Reports to the Money Laundering Reporting Officer." }, { "id": "kyc-analyst", "title": "KYC Analyst", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "money-laundering-reporting-officer", "escalatesTo": [ "money-laundering-reporting-officer" ], "line": "Identifies and verifies customers and their owners before onboarding, and keeps due diligence current. Reports to the Money Laundering Reporting Officer." } ] }, { "id": "risk-and-compliance", "title": "Risk and compliance (three lines of defence)", "sample": false, "roles": [ { "id": "ceo", "title": "CEO", "sectorTitle": null, "overrides": {}, "kind": "context", "reportsTo": null, "escalatesTo": [] }, { "id": "the-governing-body", "title": "Governing body", "sectorTitle": null, "overrides": {}, "kind": "context", "reportsTo": null, "escalatesTo": [] }, { "id": "the-business-line-owner", "title": "Business line owner", "sectorTitle": null, "overrides": {}, "kind": "context", "reportsTo": null, "escalatesTo": [] }, { "id": "audit-committee", "title": "Audit Committee", "sectorTitle": null, "overrides": {}, "kind": "context", "reportsTo": null, "escalatesTo": [] }, { "id": "the-process-owner", "title": "Process owner", "sectorTitle": null, "overrides": {}, "kind": "context", "reportsTo": null, "escalatesTo": [] }, { "id": "chief-risk-officer", "title": "Chief Risk Officer", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "ceo", "escalatesTo": [ "the-governing-body", "the-business-line-owner" ], "line": "Runs the independent risk function and reports the firm's risk profile against appetite. Reports to the CEO." }, { "id": "compliance-officer", "title": "Compliance Officer", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "ceo", "escalatesTo": [ "ceo", "the-business-line-owner" ], "line": "Runs the independent compliance function, its monitoring programme and reporting to the board. Reports to the CEO." }, { "id": "cass-oversight-officer", "title": "CASS Oversight Officer", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "compliance-officer", "escalatesTo": [ "compliance-officer", "ceo" ], "line": "Oversees how client money and assets are protected, and reports on it to the board. Reports to the Compliance Officer." }, { "id": "internal-auditor", "title": "Internal Auditor", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "audit-committee", "escalatesTo": [ "audit-committee", "the-process-owner" ], "line": "Gives independent assurance on risk, governance and controls (third line). Reports to the Audit Committee." } ] }, { "id": "customer-operations-and-complaints", "title": "Customer operations and complaints", "sample": false, "roles": [ { "id": "ceo", "title": "CEO", "sectorTitle": null, "overrides": {}, "kind": "context", "reportsTo": null, "escalatesTo": [] }, { "id": "money-laundering-reporting-officer", "title": "Money Laundering Reporting Officer", "sectorTitle": null, "overrides": {}, "kind": "context", "reportsTo": null, "escalatesTo": [] }, { "id": "head-of-customer-success", "title": "Head of Customer Success", "sectorTitle": null, "overrides": {}, "kind": "context", "reportsTo": null, "escalatesTo": [] }, { "id": "customer-operations-manager", "title": "Customer Operations Manager", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "ceo", "escalatesTo": [ "ceo" ], "line": "Runs customer operations and complaints, and fixes the root causes behind them. Reports to the CEO." }, { "id": "complaints-handler", "title": "Complaints Handler", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "customer-operations-manager", "escalatesTo": [ "customer-operations-manager", "money-laundering-reporting-officer" ], "line": "Investigates and answers customer complaints within the regulatory time limits. Reports to the Customer Operations Manager." }, { "id": "support-agent", "title": "Support Agent", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "head-of-customer-success", "escalatesTo": [ "head-of-customer-success" ], "line": "Answers customer questions and resolves day-to-day issues. Reports to the Head of Customer Success." } ] }, { "id": "advice", "title": "Advice", "sample": false, "roles": [ { "id": "head-of-advice", "title": "Head of Advice", "sectorTitle": null, "overrides": {}, "kind": "context", "reportsTo": null, "escalatesTo": [] }, { "id": "financial-adviser", "title": "Financial Adviser", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "head-of-advice", "escalatesTo": [ "head-of-advice" ], "line": "Gives personal financial advice once the client's suitability information is complete. Reports to the Head of Advice." }, { "id": "paraplanner", "title": "Paraplanner", "sectorTitle": null, "overrides": {}, "kind": "paid", "reportsTo": "financial-adviser", "escalatesTo": [ "financial-adviser" ], "line": "Researches and drafts suitability reports for the adviser to sign off. Reports to the Financial Adviser." } ] } ] } ], "crossTeam": [ { "fromId": "sales-executive", "fromTitle": "Sales Executive", "fromTeam": "Sales and customer", "deliverable": "Hand over signed deals", "toId": "project-manager", "toTitle": "Project Manager", "toTeam": "Delivery", "when": "within 24h of signing" }, { "fromId": "support-agent", "fromTitle": "Support Agent", "fromTeam": "Sales and customer", "deliverable": "Escalate a suspected bug, with steps to reproduce", "toId": "software-engineer", "toTitle": "Software Engineer", "toTeam": "Engineering", "when": "same day, via the bug queue" }, { "fromId": "product-designer", "fromTitle": "Product Designer", "fromTeam": "Product", "deliverable": "Deliver tested designs ready to build", "toId": "software-engineer", "toTitle": "Software Engineer", "toTeam": "Engineering", "when": "before the work enters a sprint" }, { "fromId": "project-manager", "fromTitle": "Project Manager", "fromTeam": "Delivery", "deliverable": "Hand over the completed project, with sign-off", "toId": "customer-success-manager", "toTitle": "Customer Success Manager", "toTeam": "Sales and customer", "when": "at project close" }, { "fromId": "engineering-manager", "fromTitle": "Engineering Manager", "fromTeam": "Engineering", "deliverable": "Ensure the team delivers working, tested increments", "toId": "product-owner", "toTitle": "Product Owner", "toTeam": "Product", "when": "each sprint" }, { "fromId": "tech-lead", "fromTitle": "Tech Lead", "fromTeam": "Engineering", "deliverable": "Provide estimates and technical risks for planned work", "toId": "product-manager", "toTitle": "Product Manager", "toTeam": "Product", "when": "each planning cycle" }, { "fromId": "marketing-manager", "fromTitle": "Marketing Manager", "fromTeam": "Executive office, people, legal and marketing", "deliverable": "Deliver qualified leads", "toId": "sales-development-rep", "toTitle": "Sales Development Rep", "toTeam": "Sales and customer", "when": "weekly" } ] }