🗂️ 2X — MarOps Context & Updates
What this is: running log of function-level MarOps context at 2X — goal-cycle comms, FAQ updates, COE initiatives, and deadlines. Not tied to a single client. I read this for org/role context. Pairs with 2X - KPI Framework (L3 to L4) and Task Board.
📌 Key references
- Goal-setting deck: 2X MarOps Goal Setting 2026_v4 (
2X/_references/) — official pillars, weights, rating framework, account-health scorecard. - FAQ: MarOps 2026 KPI (FAQ) (
2X/_references/) — also on SharePoint (living doc — flag amiss items to COE leaders) - Distilled KPIs + transition view: 2X - KPI Framework (L3 to L4)
- Goal config tool: Darwinbox · Project management: Monday.com (board incoming) · Project register: SharePoint (incoming) · Escalations: Flow2X · Innovation tooling: n8n
- Review cycle: effective June → December 2026.
👥 People & contacts
| Name | Role / relevance |
|---|---|
| Haikhal | My mentor — align goals, sign-offs, coaching |
| Dhivya | Shared the goal-setting deck & FAQ references |
| Taufiq | Certification questions / eligibility |
| Gannon | Promotion budget & cycle (visiting next week — raise directly) |
| Jim | Promotion budget/cycle thread w/ Gannon |
| CDD / MPO·MPC | Account validators / main points of contact |
| COE leaders | Goal approval, FAQ ownership, project register |
⏰ Deadlines
| Date | What | Status |
|---|---|---|
| 2026-06-19 | Submit KPI goals in Darwinbox — 3 main pillars + EA goals (per HR) | ⬜ |
| Before that | Align with mentor on innovation goals, upsell identification & certification pathways | ⬜ |
🧾 Updates Log
2026-06-08 — MarOps goals alignment session (recap email)
Themes discussed
- Certification scope & logistics — valid certs, platform relevance, balancing study time vs client workload.
- Performance measurement — objective evaluation of “soft” metrics; defining QC accountability.
- Promotion mechanics — readiness sequencing, skipping levels, budget considerations.
- Operational innovation — structuring project proposals, avoiding overlapping efforts, AI tool access.
- External factors — account health, client-side churn, documenting things outside our direct control.
Next steps for the team
- Align with mentor on how the new goals (innovation, upsell ID, cert pathways) apply to current accounts.
- Configure primary goals in Darwinbox using the 3 main pillars + EA goals — submit by June 19.
What COE is building
- Internal Project Register — visible list of active internal projects on SharePoint + a Monday.com board (avoid duplicated effort). Coming in next few weeks.
- AI Tool Access Process — standard process to request AI tools for innovation goals.
- Review Form Updates — feedback forms updated for evaluator accountability & QC ownership.
Notes
- EA = Exceptional (the top rating, 100%) — confirmed by the goal-setting deck. “EA goals” = the +5% stretch requirement submitted alongside the 3 weighted pillars. (My earlier “Expanded Accountability” guess was wrong.)
- Open thread: Jim ↔ Gannon on promotion budget & cycle.
2026-06-08 — Official references received (from Dhivya)
Goal-setting deck v4 + FAQ saved to 2X/_references/. Mentor confirmed: Haikhal. Distilled into 2X - KPI Framework (L3 to L4).
📐 Key operational rules (from FAQ — quick recall)
Ratings: EA (Exceptional) 100% · CA (Consistent) 70–95% · OG (Outcome Gap) <70%. EA = meet CA and the +5% EA goal (documented & approved); EA never offsets missed core goals.
Errors
- Client-facing error = incorrect/incomplete/late/poor output reaching the client after QA/QC. Each escalated negative ticket = 1 error; multiple issues in one deliverable = 1 error.
- Unclear/missing client instructions → not counted unless you failed to clarify or follow documented requirements.
- >2 errors on an account = 0% for that account (if you caused it). Errors not caused by me = flag for visibility, no KPI impact.
- CDD owns final error classification (mentor input). L3: internal/delivery errors do count; L1/L2: internal errors don’t unless repeated/severe.
- Tracked via Flow2X escalations (not internal-only). No escalations = full marks on that metric.
Partial credit: possible for most goals (mentor decides) with documented evidence. Exception: error rate is binary.
Certifications: must pass the exam (proof), not just finish a course. Any relevant platform counts (even outside your account). Some free (e.g. GA4); eligible list to be published. Doubts → Taufiq.
Churn / health (L4): client-driven churn outside my control = no KPI impact if documented. Goal is to flag early indicators. “Mitigated in 30 days” = documented plan + owner + timeline + CDD confirms reduced/resolved.
Upsell (L4 EA): no direct selling — identify + hand proposal to CDD/CSM. Success = closed-won; documented “yes but later (budget)” can count after mentor/CDD review.
Frameworks/playbooks: must be team-wide (beyond squad), actively used, COE-approved, impactful. Improving an existing one counts. Squad-only use does not qualify.
Innovation: doesn’t have to be AI — operational-excellence/automation counts. n8n access available; bring a clear idea + end goal. Overlap → project registry (SharePoint + Monday.com); may be partnered with distinct scopes — align with COE/mentor early.
Solo accounts (no CDD/team): keep MPC/CDD + mentor in the loop with regular cadence so there’s no dispute at review. Build an independent QA/QC checklist with CDD/mentor.
Promotion: not a head-to-head slot competition, but budget limits simultaneous promotions; COE judges readiness & sequencing. L1→L3 skip technically possible but subject to tenure policy (under review) + budget. Focus on standing out via performance.
More context incoming — append new sessions/updates below as new dated entries.