Shan
Llamido

PROBLEM: During the pandemic, Authority Titans grew rapidly, bringing in talented individuals across writing, sales, and customer success. However, the focus on fast deliverables came at the expense of alignment and collaboration. Writers had little insight into how their work was used, customer success lacked context on content quality, and the sales team pressured operations for speed—often resulting in rushed, half-baked outputs. Despite having a skilled team, the lack of connection and shared understanding led to inconsistent quality and growing internal friction.

To address the misalignment, I first collaborated with our top three writers to define clear, detailed content guidelines that set the standard for high- quality work. These guidelines were adopted across the team and used by managers for quality checks. I then promoted the three writers to editor roles, empowering them to mentor and review the work of others. I met with managers to understand task assignment challenges and writer availability—especially with our mostly freelance team—and worked with Sales to align client expectations with realistic timelines. Finally, I synthesized all findings into a clear SOP and flowchart, which was reviewed and refined in collaboration with department heads.

The new process brought transparency, accountability, and alignment across teams —eliminating friction and significantly improving output and satisfaction for writers, managers, sales, and clients alike.

PROBLEM: Our research is heavily dependent on survey methodologies, but we’ve reached a point where respondent fatigue has become a serious issue—leading to lower engagement and declining response rates. Relying on incentives isn’t a sustainable solution, as it risks compromising data integrity and attracting unqualified or disengaged participants. As a result, maintaining both the volume and quality of survey responses has become increasingly difficult, threatening the reliability and impact of our research output.

To address the growing issue of survey fatigue, I recommended diversifying our research methodologies beyond traditional surveys. Instead of solely relying on quantitative approaches, we began exploring qualitative methods such as focus group discussions, interviews, and observational insights.

These approaches not only re-engaged our target audience in more meaningful ways but also provided richer, more nuanced data—strengthening the overall quality and credibility of our research.