
Photo by Liam Briese on Unsplash There were always people on the floor who weren’t on a call. If you walked the aisles at eleven in the morning on an ordinary Tuesday, you’d see it right away. A headset pushed down around someone’s neck. Someone typing up notes from the last interaction. Someone leaning back,… Read more

Photo by Nicolas Lafargue on Unsplash The morning the first iPhone 3G launched, the queue filled with a problem the queue had never seen. I was working in contact centers then, on the floor, hearing the beep of a new call arriving as soon as the previous one ended, watching the flood roll over us… Read more

Photo by Mert Kahveci on Unsplash A few weeks ago, I had the first genuine career conversation of my professional life. I told my director that I intended to keep developing toward the most senior individual contributor levels, and that I had been politely declining recruiter interest in director roles for some time. He didn’t… Read more

Photo by Matt Jones on Unsplash “The impediment to action advances action. What stands in the way becomes the way.” — Marcus Aurelius, Meditations, Book Five You have seen this quote. It hangs framed in offices, opens keynotes, and anchors one of the best-selling leadership books of the past decade. Marcus Aurelius wrote it nearly… Read more

Photo by Anne Nygård on Unsplash I build the instruments organizations use to watch themselves. Dashboards, databases, pipelines, semantic models, reports, and the row-level security rules that quietly decide who sees which version of the truth. The first thing that work teaches you is how easily a number stays green while the thing beneath it… Read more