Talk to Ace

Chief Ace

Chief Ace: The COO Layer

Chief Ace sits above all six lanes of Ace Operations. He scores lane health from 0 to 100 every morning, finds the one constraint holding your office back, traces it to the root cause and puts the fix in front of the leader who can act on it. Every tier includes him.

ObserveDiagnosePrioritizeInterveneMeasureRecalibrate

The six lanes

What Ace runs in every lane

Acquire

Keep the recruiting pipeline full and get every new hire recording in the field fast.

What Ace does

  • +Scores candidates against your Ideal Agent Profile when a leader asks, before anyone spends an hour on an interview
  • +Tracks every new hire from invite to first recording, nudges the ones who stall and escalates to their leader on day 3, 7 and 14
  • +Keeps every candidate in one pipeline with the stage and source logged

What Chief Ace monitors

Candidates by stageProfile match scoresOnboarding milestones hit on timeNew hires with a first recording

From the COO briefing

“Twelve candidates are in the pipeline and three match your profile. Four of last month's hires still have no first recording after 14 days, and Ace escalated each one to their leader this morning. Get them in the field with a supervisor this week.”

Develop

Turn every recorded call and training module into skill you can measure.

What Ace does

  • +Scores recorded calls and gives each agent feedback they can use on the next door
  • +Suggests a development focus for each agent from the skills their calls show are missing, and the leader approves it
  • +Runs week by week training programs with leader approval gates and tracks every module completed

What Chief Ace monitors

Call score trendWeakest skill per agentTraining completionProgram progress

From the COO briefing

“Develop is at 68. Objection handling scores fell for the third straight week in the Atlanta office. Eleven agents have not finished the rebuttal module. Assign it this week and have Marcus run one live roleplay Thursday.”

Execute

See what's happening in the field today and fix it before the month closes.

What Ace does

  • +Records and scores field conversations from the phone in every agent's pocket
  • +Tracks daily activity against each agent's own baseline and alerts their leader when an agent goes quiet
  • +Counts pipeline activity at every stage so leaders see where the funnel thins out

What Chief Ace monitors

Recordings per agent per dayActivity against baselinePipeline activity by stageCall scores by agent

From the COO briefing

“Execute is at 82. Activity is on pace. Needs analysis scores dropped to 58 from 71 over two weeks, and the agents with the lowest scores also have the fewest presentations. Have supervisors review two recorded calls with each of them before Friday.”

Lead

Know which leaders are building teams and how every team is trending.

What Ace does

  • +Answers any leader's question about their downline with the scores, trends and call counts behind it
  • +Tracks leadership meetings and every action item until it is done

What Chief Ace monitors

Team production trendTeam score trendMeetings heldOpen action items

From the COO briefing

“Three supervising agents have not held a team meeting in 21 days, and their teams account for most of this month's score decline. Put coaching cadence first on Monday's leadership agenda.”

Retain

Catch disengagement early enough to keep the agent.

What Ace does

  • +Watches every agent's activity and recording pace against their own baseline and flags the drop the week it starts
  • +Sends the disengagement alert to the right leader with a suggested next step

What Chief Ace monitors

Open disengagement alertsAgents below their activity baselineActive agent share

From the COO briefing

“Retain is at 49 and it is your primary constraint. Nine agents dropped below their activity baseline this week. Seven of them report to the same two supervisors. Ace sent both supervisors the alerts with a next step for each agent.”

Comply

Know who is licensed, who is current and whose license expires next.

What Ace does

  • +Tracks every license by state, line of authority and expiration date
  • +Tracks CE enrollments and results for every agent, with team status for leaders

What Chief Ace monitors

Licenses expiring soonExpired licensesCE pass rate

From the COO briefing

“Comply is at 91. Four licenses expire in the next 45 days and two Texas agents have CE courses still open. Get the renewals filed before the 15th.”

The COO briefing

One briefing. One constraint. One move.

Every morning Chief Ace scores lane health from your field data and rolls it into one Field Office Health score. Open the briefing and he tells you the single constraint that matters most, the root cause, the recommended action and the leader who owns it.

COO Briefing · Atlanta Field Office

Daily briefing

Field Office Health

68/ 100

Acquire
61Warning
Develop
68Warning
Execute
82Healthy
Lead
57Warning
Retain
49Critical
Comply
91Healthy

Primary constraint

Retain, 49. Nine agents dropped below their activity baseline this week.

Root cause

Seven of the nine report to two supervising agents. Neither has held a team meeting in three weeks (Lead), and their teams' objection handling scores have fallen every week since (Develop).

Recommended action

Both supervisors already have the alerts for their agents with a next step for each one. Hold a coaching review with them Tuesday.

Owner: Agency Director

Measure

Lane scores refresh every morning. Check Retain, Lead and Develop in Friday's briefing.

Sample briefing. Names and numbers are illustrative.

The operations team

Meet your operations team.

Chief Ace commands 14 specialized operators, organized by the lane they serve. He assigns the work, checks the result and reports what got done.

Keep the recruiting pipeline full and get every new hire recording in the field fast.

Acquire

J

Jax

The Recruiter

Keep the hiring funnel full of qualified candidates.

L

Lena

The Onboarding Coordinator

Own every new agent's journey from hire date to full production readiness.

T

Theo

The Lead Generator

Source qualified prospects, verify they meet the org's criteria, and distribute them to the right agent at the right time.

Turn every recorded call and training module into skill you can measure.

Develop

D

Dex

The Call Coach

Score every recorded conversation against the org's coaching standards.

K

Kai

The Training Program Manager

Build and manage training programs that measurably improve agent performance.

See what's happening in the field today and fix it before the month closes.

Execute

M

Mira

The Field Activity Tracker

Monitor daily agent actions across the org.

N

Nova

The Performance Analyst

Transform raw production data into clear, accurate org-wide performance dashboards.

Know which leaders are building teams and how every team is trending.

Lead

O

Omar

The Meeting Coordinator

Build data-driven meeting agendas, track every action item to completion, and eliminate meetings that don't need to happen.

Catch disengagement early enough to keep the agent.

Retain

C

Cole

The Retention Specialist

Detect flight risk before resignation.

Know who is licensed, who is current and whose license expires next.

Comply

R

Ruth

The Compliance Officer

Monitor and enforce compliance across licensing, carrier requirements, and regulatory obligations.

W

Wren

The Document Manager

Maintain every operational document in the org.

Cross-lane

Growth Operations

S

Sarah

The Content Manager

Own every external-facing word and social channel for the org.

P

Priya

The Research Analyst

Deliver timely, accurate market intelligence to org leadership.

Z

Zoe

The Community Manager

Grow the brand's presence by showing up in the conversation: reply to every real comment on the brand's own posts and leave one useful, specific comment on rele...

Deploy Ace the way your organization works

Standard

  • +Available on every tier
  • +Every office gets the same Ace
  • +Same playbook, same standards, same coaching framework

Best for orgs that want consistency across all locations

“One Ace trained right beats 50 operations coordinators trained differently.”

Trained

  • +Recommended with Ace Operations Scale
  • +Leadership at the top trains Ace with their specific standards and expectations
  • +Ace carries that knowledge down the hierarchy to every office

Best for orgs whose leadership has a playbook worth putting in every office

“Your best regional director's judgment, available in every office, all the time.”

Ace gets smarter every day

  • +Every recording and every call score feeds what Ace knows about your agents
  • +Ace remembers what each leader tells him and uses it in the next conversation
  • +Ace learns org-specific preferences and workflows

Where Ace is going

Today

Coach

  • +Scores lane health and delivers the COO briefing
  • +Scores calls and coaches every agent
  • +Tracks activity drift, onboarding and licensing
  • +Generates coaching documents

2027

Predict

  • +Forecasts each lane's health score 30 days out
  • +Flags attrition risk in Retain before behavior changes show in the numbers
  • +Production forecasting per agent in Execute
  • +Recommended interventions with the expected lift on the lane score
  • +Promotion readiness scores in Lead
  • +Learns which interventions and coaching styles moved production for each agent

2028+

Command

  • +Runs interventions across all six lanes and reports the result
  • +Self-adjusting standards for every lane based on cross-org intelligence
  • +Cross-network learning (anonymized patterns from all AE customers make every Ace smarter)
  • +The director's role shifts entirely to relationships and recruiting

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