Project Background

Meta is preparing to launch a new operations process for handling advertiser support escalations coming from Meta Business Suite and Ads Manager. The goal is to replace a fragmented manual workflow with a standardized triage and routing process across 3 regional operations hubs. You are the Operations Manager leading launch readiness for a 12-person cross-functional team, and leadership wants the process live in 8 weeks before the peak holiday advertiser season.

Key Stakeholders

The Director of Business Operations wants a fast launch to reduce backlog and improve response times before seasonal demand spikes. Regional Ops Leads want minimal disruption to current staffing plans and are concerned about training burden. Product and Engineering partners supporting Meta Business Suite want fewer escalations reaching them, but they do not want launch metrics that create incentives to over-route tickets back to operations. Finance is pushing for measurable efficiency gains within the quarter.

Constraints

You have a $120K launch budget, no additional headcount, and only 6 training days available across the 3 hubs. The process must cover 25,000 monthly escalations at launch, integrate with existing internal workflows, and maintain current service levels during transition. A dashboard in internal reporting tools can only be updated weekly for the first month. Legal requires sign-off on new handling steps for policy-sensitive advertiser cases by the end of Week 5.

Complications

1. Historical escalation data is inconsistent across regions, so baseline performance is only partially reliable.
2. One regional Ops Lead wants to delay launch by 4 weeks to avoid overlap with a staffing transition.
3. Engineering can support only one workflow automation change before launch, not the three originally requested.

Your Task

1. Define the success criteria you would set before launch, including primary metrics, guardrails, and leading indicators.
2. Explain how you would establish baselines and targets despite incomplete historical data.
3. Propose a launch plan, including milestones, stakeholder alignment, and decision points.
4. Identify the key trade-offs you would make if metrics, tooling, or staffing are not fully ready.
5. Outline a post-launch review and rollback/escalation approach if the new process underperforms.