High Tide is a full service creative studio. I engaged with them as their fractional COO for 6 months. Challenges: The agency grappled with four key issues: 1) declining service quality with rising work volume and team expansion, 2) absence of prompt reporting dashboards, impeding daily/weekly business performance insights, 3) delayed reporting affecting crucial decisions like hiring, and 4) an impending operations lead exit with no transition plan. Action: Engaged with stakeholders, previous clients, and key personnel to draft an assessment report encompassing: leadership, organizational layout, decision-making, talent, processes, and culture. Transitioned accountants for improved reporting (e.g., revenue recognition, receivables), devised operating budget and KPI dashboards, set meeting rhythms and ceremonies, delineated roles for a new MD position, eventually rendering my role redundant. Results: Our collaboration with the agency catalyzed transformative changes, marked by enhanced clarity, confidence, and team unity. Key achievements included improved service quality and team morale, operational advancements through real-time dashboards, a seamless leadership transition, and the profound growth of founders Jill and Danny in trusting their instincts. These changes laid a foundation for sustained success, instilling a renewed sense of purpose and direction in both leadership and team.