FRACTIONAL LEADERSHIP · WHO OWNS THIS LONG TERM
Ty becomes the Head of Support Operations you haven't hired yet, backed by a team that does the hands-on delivery.
Leadership meeting participation, roadmap ownership, executive reporting, oversight of the Operate team's work. Not a project, not a report handed off in a meeting. A seat at the table, capped hours, quarterly commitment minimum.
See What This Actually IncludesThe Table
IS THIS YOU YET
This usually isn't the first conversation we have.
Fractional Leadership comes after Launch, Scale, or Operate, once there's enough shared history to trust the judgment, not just the execution. If Ty and her team haven't worked with you yet, this probably isn't where to start.
WHAT THIS ACTUALLY LOOKS LIKE
Four things, not a vague seat at the table.
Leadership meeting participation
Ty is in the room, or on the call, for the meetings where support decisions actually get made, not briefed after the fact.
Roadmap ownership
Ty owns what's next for support operations, not just reacting to what broke this week.
Executive reporting
Leadership gets the numbers and the reasoning behind them, in language they can bring to the board, with Ty and the team behind the work.
Oversight of the Operate team's work
Ty isn't duplicating Operate's day to day work, she's the one making sure it's pointed at the right priorities.
Quarterly commitment minimum. Premium monthly retainer. Capped hours.
WHAT THIS HAS ACTUALLY LOOKED LIKE
Two real leadership gaps, filled in real time.
When one client's head of support left, Ty and her team stepped in and ran day to day operations themselves. They scaled the team, migrated them off Help Scout and Gorgias onto Zendesk, and stood up a BPO relationship. The leader placed afterward stayed in the role for over five years before moving on.
Consumer product brand, leadership transition
When another client's leader left, Ty and her team covered two teams, one in Massachusetts, one in Ireland, while running a full Zendesk build out and training program at the same time. They helped the client hire a permanent replacement. They're still a client today, now on an as needed basis.
B2B software client, leadership transition
WHO'S ACTUALLY DOING THIS
I'm Ty Givens. 25+ years building support operations at places like See's Candies, Thrive Causemetics, and The Honey Pot Co. before founding CX Collective. I lead every engagement personally, backed by a team that does the hands-on delivery. That's the whole pitch.
25+ years in support operations
If this is where you are, let's talk.
If you're already deep into Operate, or wrapping up a Launch or Scale engagement, this is usually the natural next conversation, not a cold pitch.