Heather Roberts-McEvoy

Heather Roberts-McEvoy

Design and Engineering

Purpose: Build the software the world needs to unleash evolution and empower purpose in organizations

  • 3rd Party Technical Services Steward

    Purpose:

    Effective and efficient 3rd-party administration of technical services

    Accountabilities:

    • Publishing a list internally of third-party services that GlassFrog is integrating with in the product codebase, including how the account is being paid
    • Adding and removing user accounts from third-party services used by GlassFrog
    • Publishing authorized budget for outside services
    • Administering paid third-party technical services used by GlassFrog

  • QA

    Purpose:

    A high-quality product experience

    Domains:

    • Bugs in Linear

    Accountabilities:

    • Regression testing substantial refactors before deployment to production at the request of other roles
    • Writing test cases for bugs and feature stories outlining acceptance criteria, as needed
    • Evaluating delivered bug fixes and accepting or rejecting as appropriate
    • Evaluating new features and accepting or rejecting as appropriate at the request of other roles
    • Prioritizing bugs in the story tracking tool roughly by cost/benefit
    • Analyzing bugs in the backlog for patterns and prioritizing or alerting other roles as appropriate
    • Reviewing the #bugs-og channel and customer tickets for bugs and logging them in Linear
    • Pitching @Product Vision for certain bugs to be included in build cycles

  • Secretary

    Purpose:

    Stabilize the Circle’s constitutionally-required records and meetings.

    Domains:

    • All governance records of the Circle

    Accountabilities:

    • Scheduling regular Tactical Meetings for the Circle
    • Capturing and publishing Tactical Meeting outputs
    • Scheduling Governance Meetings for the Circle
    • Capturing and publishing the outputs of the Circle’s Governance Process
    • Interpreting the Constitution and anything under its authority upon request

General Operations

Purpose:

Our Essence is: GlassFrog is the morning sun, breaking dawn with radiant clarity.

Our Blessing is to provide the spark of insight that ignites the fire of evolution.

Our Mission is to transform every organization into a sanctuary of clarity, passion, and purpose.

Our Message is: Organizational life can be so much better. Lack of clarity is the root of organizational pain, and you can’t optimize what isn’t clear to start with. Creating organizational clarity enables change, and change enables evolution; and once you’ve unleashed evolution in your company, progress isn't just possible, it's unstoppable.

Note: GlassFrog uses the purpose discovery framework and four aspects of purpose from Tim Kelley's book "True Purpose".

  • Professional Services Steward

    Purpose:

    High velocity of change through healthy and quality contracted professional services

    Accountabilities:

    • Serving as a liaison to contractors
    • Finding and establishing high quality contracted professional services upon request
    • Monitoring and maintaining healthy and effective contracted professional services relationships
    • Tracking spending on contracted professional services against approved spending authorizations

Product Support

Purpose: Easy onboarding, smooth operations, delighted customers

  • Customer Support

    Purpose:

    A helping hand for customers

    Accountabilities:

    • Providing feedback to @Product Vision on GlassFrog needs
    • Curating the Active Organizations list
    • Adding and updating articles in the GlassFrog FAQ
    • Integrating feedback from @Customer Experience to improve the customer experience
    • Maintaining the CS Working Manual as a resource for @Customer Support
    • Triaging and responding to inbound support inquiries from current and potential users via customer tickets and the GlassFrog Live Chat feature
    • Troubleshooting user-reported issues as needed
    • Documenting reproduction attempts for bugs in Linear or #bugs-og
    • Following up with downgraded GF customers and escalating to @Customer Success as needed
    • Exporting and importing GlassFrog organizations on request
    • Identifying tickets in which customers are requesting the identification or deletion of their personal data or the personal data within an organization and following the process laid out by @Privacy Compliance Coordinator
    • Identifying and flagging tickets and bug reports that may indicate critical bugs, and shepherding them to timely resolution

  • First Responder

    Purpose:

    Healthy applications

    Accountabilities:

    • Monitoring #glassfrog-alerts-test for user-facing errors and escalating for resolution as needed