For editors, producers and programme teams.

Ethan Mercier — Chief Operating Officer. Turning enterprise ambition into dependable execution.

I help organisations deliver on the promises they make to customers. My work connects operating design, frontline capability and performance discipline so that growth can be supported by a dependable business.

I help organisations deliver on the promises they make to customers. My work connects operating design, frontline capability and performance discipline so that growth can be supported by a dependable business.

I begin with the work itself: how a request becomes an outcome, where decisions stall and which constraints teams must navigate. An operating model is useful when people understand ownership, can surface problems early and have the means to resolve them.

I value close contact with customers and operating teams. Their experience is often the earliest signal that an apparently strong performance measure is concealing a fragile process.