Agero’s engineering organization supports roadside assistance products used by drivers, service providers, and enterprise clients through surfaces such as the Swoop dispatch platform, driver and provider workflows, and internal APIs. You are the Engineering Manager for a team of 8 engineers that recently shipped several reliability and workflow improvements, and leadership wants a clear framework for measuring team performance and business impact.
Over the last two quarters, your team completed 34 roadmap items, reduced Sev-1 incidents from 6 to 2, and improved median API latency on a key dispatch service from 820 ms to 540 ms. At the same time, sprint predictability slipped from 86% to 71%, and post-release defect rate rose from 1.8 to 3.1 defects per release. Product leadership says provider acceptance in Swoop improved from 62% to 68%, while average time-to-dispatch fell from 14.5 minutes to 12.9 minutes. Your VP asks: how should this team’s performance be measured in a way that balances engineering health, delivery execution, and customer or business outcomes?