Three Weeks From Missing

You have taken over One Dispatch, Merrow’s largest program: consolidating six regional dispatch centers onto a single AI-assisted platform. Two regions are live. Four go live in three weeks, on October 24 — a date chosen because Merrow freezes all change on November 15 for peak season, and the program was funded on the assumption that the new platform absorbs peak volume. 

Here is the program as you inherited it. 

Workstream status 

Workstream	Owner	% complete	State
Platform engineering	Eng Manager, 4 engineers	88%	On track. Two open defects, neither blocking
Data migration	Data lead, 2 contractors	62%	31,400 open work orders unmapped across the four remaining regions. Contractors end October 31
Field enablement / training	Ops trainer, 1 FTE	37%	410 of 1,100 technicians trained. Sessions run 90 min, max 25 techs, trainer runs 4 per week
Customer communications	Unassigned	0%	Not started. Three chain customers (44% of revenue) require 30 days’ written notice of a process change under contract

What the two live regions look like 

Measure	Region A (live 5 weeks)	Region B (live 2 weeks)	Company baseline
First-time fix rate	71%	64%	68%
SLA compliance (P1 response)	95%	79%	92%
AI triage accuracy	94%	91%	—
AI parts recommendation correct	93%	88%	—
Repeat truck rolls per week (wrong or missing part)	9	34	18 (six-region average)
Dispatcher headcount	5 (was 8)	6 (was 9)	—
Escalations to regional manager, last 7 days	4	46	—

A repeat truck roll costs Merrow $340 in labor and vehicle cost and burns SLA clock on the next call. 

Region A’s manager has been running the platform since August and has built a private spreadsheet of 60 “known bad” parts recommendations that her dispatchers check against. She has not told anyone. You found out yesterday. 

Diagnose the program and tell leadership what you are doing. 

Constraints to consider 

• You get no new headcount and no budget increase. The data migration contractors end October 31 and cannot be extended. 
• The October 24 date can move, but not past November 15 — no change goes live during the freeze, and the program’s funding case assumed peak volume runs on the new platform. 
• You cannot roll Region B back to the old platform. Its old dispatch instance was decommissioned two weeks ago. 
• Any change affecting the three chain customers requires 30 days’ notice, which means anything customer-visible in the remaining four regions had to be noticed by yesterday. 
• The AI triage and parts models are vendor products. You can change thresholds, routing, and what a dispatcher sees. You cannot retrain them. 

AI Usage Guidance 

We expect you to use AI tools. We evaluate how you use them — not whether you use them. Evidence of iteration, redirection, and critical evaluation scores higher than a polished output with no process documentation. 

The single highest-signal indicator: your video answer to the mandatory AI question. If you cannot name a specific moment where you redirected AI output, evaluators will assume you did not. 

Mandatory AI question for your video: Walk me through one moment where you disagreed with, pushed back on, or redirected what the AI gave you — and what you did instead. Name the specific moment. Explain what the AI produced that didn’t meet the bar, what you did differently, and why. 

Communication clarity matters for this role. We assess structure, stakeholder awareness, and ability to simplify complex ideas — not presentation style or accent.