The following is a list of responsibilities assumed by those maintaining and managing each Trello Board in the content process.

Dealer Spike Content Boards and Their Managers

*To be launched April 2022

• DS SEO Content Staging Board - Jose Viscaya

• DS Content Writing Board - Amanda Kelner

• DS Content QA Board - Ned Faulhaber

• DS Content Posting Board - Gabe Reyes and Fernando Mendez

Additional Points of Contact

• Operations Team Lead - Reina Underwood

ARI Content Boards and Their Managers

*Coming in 2022

Board Manager Responsibilities

The primary responsibility of the Board Managers is to ensure total functionality on a daily basis. From minor issues to major breakdowns, Board Managers will encounter a wide range of problems and juggle a number of responsibilities. These responsibilities include, but are not limited to:

Primary Point of Contact

Any complaints, questions, or concerns, either from other managers or from Trello users, must be vetted and resolved by the Board Manager. If said concern affects other boards, they must include the appropriate Board Manager(s) in the conversation as well.

User Management

Board Managers are responsible for adding and removing users, not only on their board, but on every board. Each person involved in the SEO Content workflow must have access to all boards.

This may also include promoting certain individuals to admin status.

Should a Board Manager choose to delegate their responsibilities to a different person, they must make that person fully aware of their responsibilities and notify the other Board Managers and the Team Trainer of the change.

Process Changes Contained to One Board

Any changes to the process that do not impact the other stages of the process must be managed by the Board Manager. This does not mean the change must be implemented by the Board Manager so long as they are in regular communication with the person implementing the change.

These changes must be communicated to the other Board Managers and the Team Trainer, both for visibility and to update relevant documentation.

Process Changes Across Boards

Any changes to the process that will impact other stages of the content fulfillment process must be discussed with the other Board Managers before implementation. This will give all parties the opportunity to voice concerns and provide suggestions, resulting in the best possible outcome.

These changes must also be communicated to the Team Trainer so they can make the appropriate adjustments to their documentation and training materials.

Fulfillment Delays

It is the responsibility of the Board Manager to monitor the progress of their board and ensure there are no fulfillment delays. If a Board Manager identifies an obstacle in the process that will create immediate delays, it is their responsibility to prioritize a finding a solution and, most importantly, notify other Board Managers of the situation. The other Board Managers must use this information to make their own temporary accommodations and potentially help resolve the immediate issue.

There is absolutely no room for sustained delays in the content process. Failure to act on growing problems can lead to backlogs for other teams and missed deadlines.

Kickback Management

Nearly every board has columns for issues from other teams. These issues must be resolved in a timely manner before the monthly content for that client can be completed. While it is the responsibility of the individual users to resolve issues related to their work, it is the Board Manager’s responsibility to ensure continuous movement in the issues columns. No single card should remain in the issues columns for longer than one week without additional follow-up. An employee who displays a persistent lack of awareness regarding issues pertaining to them should receive additional training to help them understand what is expected of them.