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You are the Engineering Manager for a customer support platform team that spends a large share of its time on repetitive release checks, dashboard updates, and manual triage. Leadership wants the team to move faster, but engineering capacity is tight and every automation project displaces feature work. Some workflows are high-volume but low-risk, while others are rare but failure-prone and expensive when they break. You need to decide where automation is actually worth the investment and where manual execution is still the better trade-off.
How do you decide whether to invest in automation to improve team efficiency?
You are the Engineering Manager for a customer support platform team that spends a large share of its time on repetitive release checks, dashboard updates, and manual triage. Leadership wants the team to move faster, but engineering capacity is tight and every automation project displaces feature work. Some workflows are high-volume but low-risk, while others are rare but failure-prone and expensive when they break. You need to decide where automation is actually worth the investment and where manual execution is still the better trade-off.
How do you decide whether to invest in automation to improve team efficiency?
