The role of the CEO has evolved dramatically over the years. Once upon a time, if there was a problem with a product or service the disgruntled customer would call 1-800-CUSTOMER SERVICE. Although that may still be an option is it likely the exception to Twitter, Facebook, and other social media outlets. Very visible and quick turnaround times.
A must for CEOs is the ability to articulate visions, attract talent and ensure solvency. On any given day this can be juggling several different objectives to accomplish these goals not limited to disgruntled customers. In comes the Chief of Staff (COS) role (there are many names for this role such as Technical Assistant to the CEO), however, the position is becoming more and more important to manage tasks.
To be completely transparent, I went to graduate school with a COS for a US senator and had no clue what her purpose was. This week I golfed with a COS for a major healthcare provider, now I get it. Net, net they are the CEO’s representative to understand and deal with all operations, specifically the sensitive operations and overall just making sure the important things get done as defined by the CEO and BOD.
Very interesting, my role in accounting has typically resulted in being front facing with the executives that frequently resulted in top-level conversations with the CEOs. The communication flow is changing and objectives and key results are spread amongst different levels of management.
My takeaway, make sure you are dealing with a decision maker or a person that is in direct line with a decision maker!