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You are the Engineering Manager for a customer support automation initiative at a B2B SaaS platform. The work spans product, backend, QA, and operations, and the team has already started discussing different definitions of “done”: faster response times, lower agent workload, and fewer escalations. Leadership wants a clear plan before the next planning cycle so the team can move without re-litigating priorities.
How do you ensure your team is aligned on goals, priorities, and success criteria?