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

  • Internationalization

    Purpose:

    Global adoption of Holacracy by delivering products for different languages and cultures

    Accountabilities:

    • Monitoring provider performance and providing feedback to improve quality
    • Triggering necessary processes to implement translated content for GlassFrog
    • Tracking and reporting on translation status of GlassFrog products

  • 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

  • QA

    Purpose:

    A high-quality product experience

    Domains:

    • Bugs in the GF Web project in Pivotal Tracker

    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 Pivotal Tracker

  • Release Coordinator

    Purpose:

    Smooth, efficient transition of new features from available-for-testing to fully rolled out in production

    Accountabilities:

    • Defining and implementing a process for smoothly transitioning larger features from initial available-for-testing to fully rolled out in production.
    • Initiating & coordinating the testing & rollout process whenever major new features become available for testing.
    • Assessing readiness of new features for transitions between phases of the rollout process, and triggering those transitions
    • Facilitating internal and external alpha and beta testing of new features as needed to support feature rollout, including on-boarding and coordinating with testers and compiling feedback

  • Style Guard

    Purpose:

    Consistent and correct usage of Holacracy-related terms

    Accountabilities:

    • Publishing standards for usage of Holacracy-related terms in GlassFrog
    • Notifying roles of opportunities to improve usage of Holacracy-related terms in GlassFrog

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, the GlassFrog Twitter account, and the GlassFrog Live Chat feature
    • Troubleshooting user-reported issues as needed
    • Documenting reproduction attempts for bugs in Pivotal Tracker 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