# FIXXO — Department Charters & KPI Code Registry

**Canonical roster for FIXXO_OPS_PLAYBOOK.html §10 (Department Charters & Command Center).**
Every department = a named seat with one accountable owner. At pilot scale seats are hats worn by the ops lead + autonomous agents — not hires.

Codes here are **queryable** and shared with `90day_kpi_tracker.csv`. `OPS_VA2` prefix marks codes introduced by the §10 charters; codes without it are pre-existing tracker keys reused by a department.

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## 1 · Command rules (no exceptions)

1. **No department spends a dollar Fixxo does not already hold in escrow.**
2. Zero-Capital mode spends only the ~$100–150 admin floor (VA foreign LLC + one BPOL).
3. Paid demand, paid verification, paid insurance, paid monitoring unlock in the funded mode at their declared gates — never before.
4. QA reports to the CEO, **not** Customer Success (separation of duties).
5. Data/AI auto-dispatch is armed only after AI-routed ≥80% holds 3 days AND zero jobs stranded >2h.
6. No metro opens while metro #1 (Richmond) is pre-gate (Expansion E1 = Richmond all-GREEN boolean).

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## 2 · Roster

| Dept | Head (agent) | Reports to | Mode | Primary gates |
|---|---|---|---|---|
| Legal & Compliance | Agent-Vulcan-Law | CEO/ops lead | W0 | O11, O12, V2-L1, V2-L2, V2-L3 |
| Security & Fraud | Agent-Sentinel-Vault | CEO/ops lead | W0 | O7, O8, O10, V2-S1, V2-S2, V2-S3, V2-S4 |
| Accounting / Finance Ops | Agent-Custodio-Cash | CEO/ops lead | W0 | O7, O8, O10, F1, F2, F4 |
| Training & Certification | Agent-Janus-Gate | CEO/ops lead | W0 | O1, O2, T1, T3, T4, T5 |
| Quality Assurance | Agent-Samwise-Standards | CEO/ops lead (**NOT CS**) | W0 | O4, O13, Q1, Q2, Q3, Q4, leakage ≥85% |
| Demand / Content | Agent-Wren-Reach | CEO/ops lead | W0 | D1, D3, D6, D7, D8 |
| Engineering / Product | Cass "RELAY" Ortiz (agent `relay`) | CEO/ops lead | W0 | O5, O6, R1, R2, R3, R4 |
| Data / AI | Anika "RIC" Rao (agent `rico`) | CEO/ops lead | W0 | O2/S8.2, A1, A2, A3, A4, A5, A6 |
| Expansion Ops | Marcus "MAPS" Vale (agent `mapmaker`) | CEO/ops lead | W0 (desk) | E1, E2, E3, E4, E5, E6 |
| Membership / Customer Success | Marcela Ruiz "Member Ops" | CEO/ops lead | W0 prep → W4+ | M2, M7, MA, MNR, MS, MD |
| Parts / Supply Logistics | Dan "No-Float" Kowalski | CEO/ops lead | W0 prep → W4+ | P1, P2, P3, P4, P5 |
| Marketing | Priya Venkatesh "Flyer-to-Funnel" | CEO/ops lead | W0 organic → W6+ | D3, K1, K2, K3, K4, K5 |

Never departments: demand-gen sales floor, debt collection, field workforce.

---

## 3 · Funding timeline

| Mode | When | Unlocks |
|---|---|---|
| W0-must (zero-capital) | Day 1 | All rosters above run in prep/operations at ~$0 cash beyond admin floor |
| GMV-funded (Membership/Parts) | W4+ | Sensor gateway fees (pass-through), renewal automation, parts expediter |
| Funded demand | W6+ | LSA (post availability+CPC test), Meta geo-ads, scale spend — CAC kept <$45 blended, organic ROAS ≥3× |

---

## 4 · KPI code registry (OPS_VA2)

Codes are grouped by department. Existing tracker keys (`O`, `L`, `D`, `M`, `T`, `C`, `K`, `S` etc.) are reused verbatim; new §10 codes carry the `V2-` or department-letter prefix. All rows are also appended to `90day_kpi_tracker.csv` under phase `OPS_VA2`.

### 4.1 Legal & Compliance — Agent-Vulcan-Law

| Code | Metric | Target | Gate ref |
|---|---|---|---|
| O11 | cure-offer issued within 5 days (reuse) | 100% of disputes | s2.2 |
| O12 | written-contract upload (reuse) | 100% of verified jobs | s2.1 |
| V2-L1 | VCDPA_45D_RESPONSE (privacy demand responding ≤45 days) | 100% | VCDPA ch.53 |
| V2-L2 | TCPA_CONSENT_STORED (prior express written consent per brand) | 100% | TCPA 47 CFR 64.1200 |
| V2-L3 | TM_CLEARANCE_DECISION (fixxo.in clearance documented) | doc'd by W0 | trademark |

### 4.2 Security & Fraud — Agent-Sentinel-Vault

| Code | Metric | Target | Gate ref |
|---|---|---|---|
| O7 | loss rate (refund+claim+fraud % GMV) (reuse) | <1% | s5.3 |
| O8 | reserve floor (reuse) | ≥5% GMV | s5.3 |
| O10 | chargebacks per 1,000 (reuse) | <3 | s5.3 |
| V2-S1 | FRAUD_FLAGS_TRIAGED_UNDER_4H | 100% | fraud rail |
| V2-S2 | KYC_OFAC_CLEARED (OFAC + NSOPW/VA registry + VA courts + DPOR) | 100% of ACTIVE | KYC gate |
| V2-S3 | COLLUSION_PAIRS_CLOSED (same-IP pair flags) | 0 open >48h | collusion rail |
| V2-S4 | PCI_SCOPE0_AUDIT (PAN never in D1/KV/R2) | clean monthly | PCI |

### 4.3 Accounting / Finance Ops — Agent-Custodio-Cash

| Code | Metric | Target | Gate ref |
|---|---|---|---|
| O7 | loss rate (reuse) | <1% GMV | s5.3 |
| O8 | reserve floor (reuse) | ≥5% GMV | s5.3 |
| O10 | chargebacks per 1,000 (reuse) | <3 | s5.3 |
| F1 | payout aging (release 3–7 days from QC) | ≤7 days, 0 >14 | s5.3 |
| F2 | W-9 / exemption coverage before release | 100% | 1099-NEC |
| F4 | chargeback recovery | ≥80% | disputes |

### 4.4 Training & Certification — Agent-Janus-Gate

| Code | Metric | Target | Gate ref |
|---|---|---|---|
| O1 | verified pros Richmond (reuse) | ≥120 by W0 | VA_VERIFY |
| O2 | COI/GL/AI-endorsements monitored (reuse) | 100% ACORD 25 current | S8.4 |
| T1 | training pass rate (certified before first dispatch) | ≥90% | S1 |
| T3 | DPOR re-verify at dispatch | 100% | dispatch gate |
| T4 | no-job-splitting acknowledgment | 100% | §54.1-1103 |
| T5 | re-qualification ≤48h with same-day fallback | 100% | restore gate |

### 4.5 Quality Assurance — Agent-Samwise-Standards

| Code | Metric | Target | Gate ref |
|---|---|---|---|
| O4 | customer safety incidents (reuse) | 0/1,000 | SF gate |
| O13 | auto-route on-time slot-level (reuse) | ≥90% | s4 |
| Q1 | QC audit coverage (photo + satisfaction on every job) | ≥95% | QC gate |
| Q2 | first-visit fix rate | ≥85% | S4 |
| Q3 | pro quality score | 100% ≥4.2, <4.2 deactivate same-day | quality |
| Q4 | dispute loop (cure ≤5d, payout 3–7d, 0 open >14d, leakage ≥85%) | ≤3/100 disputes | S8.1 |

### 4.6 Demand / Content — Agent-Wren-Reach

| Code | Metric | Target | Gate ref |
|---|---|---|---|
| D1 | CAC blended (reuse) | <$45 at $0 paid spend | DEMAND |
| D3 | review capture (reuse) | >50% of completed jobs | DEMAND |
| D6 | partner-sourced share (PM/GRAR channel) | ≥30–50% early | demand pipeline |
| D7 | intake-cap fill | daily caps locked by 06:00 | demand |
| D8 | honest-demand guard | 0 fabricated metrics (CM-04) | honesty |

### 4.7 Engineering / Product — Cass "RELAY" Ortiz (agent `relay`)

| Code | Metric | Target | Gate ref |
|---|---|---|---|
| O5 | downtime availability (reuse) | ≥99.9% | us-east-1 |
| O6 | degraded phone-mode drill (reuse) | 1/month | SLO |
| R1 | intake error (zero job-dump >60s) | <1% | SLO |
| R2 | feature-flag rollback | <15 min, 100% audited | blast-radius |
| R3 | 24/7 on-call coverage | W0 onward | on-call |
| R4 | postmortems | 1 per incident within 3 days | runbook |

### 4.8 Data / AI — Anika "RIC" Rao (agent `rico`)

| Code | Metric | Target | Gate ref |
|---|---|---|---|
| A1 | AI-routed share (Day-3 gate) | ≥80% → arm auto-dispatch | S8.2 |
| A2 | stranded jobs (unassigned >2h) | 0 | escape hatch |
| A3 | pricing win rate | ≥60% (MATCH) | S4 |
| A4 | KPI scoreboard freshness (kpi_snapshots) | ≤24h after week close | S7 |
| A5 | slab-leak settlement vs quote | within ±15%, master-tech 100% | specialty |
| A6 | human-override / agent error | override <20%, error <1% | dispatch |

### 4.9 Expansion Ops — Marcus "MAPS" Vale (agent `mapmaker`)

| Code | Metric | Target | Gate ref |
|---|---|---|---|
| E1 | Richmond S9 gate | all GREEN (boolean) | S9 |
| E2 | metro O_SCORE recalibrated | NoVA ≥0.65 before spend | s-w |
| E3 | fallback pros per cluster | ≥5 by W-1 | supply |
| E4 | demand-density ≥ threshold per zip | before marketing | zip scoring |
| E5 | launch checklist (W-3→W0 clock) | 100% ticked | expansion |
| E6 | regulatory confirms primary-sourced (e.g. Fairfax BPOL) | resolved by W-3 | BPOL |

### 4.10 Membership / Customer Success — Marcela Ruiz "Member Ops"

| Code | Metric | Target | Gate ref |
|---|---|---|---|
| M2 | auto-pay share (reuse) | ≥60% | S8.8 |
| M7 | month-12 renewal (reuse) | ≥70% | S8.8 |
| MA | membership attach (W1-2 households) | ≥15% by M3 | S8.8 |
| MNR | membership NRR | ≥100% by week 13 | S8.8 |
| MS | sensor install rate | ≥80% of member homes | sensor |
| MD | member dispatch on-time | ≥95% | SLA |

### 4.11 Parts / Supply Logistics — Dan "No-Float" Kowalski

| Code | Metric | Target | Gate ref |
|---|---|---|---|
| P1 | parts-SLA on-time | ≥90% | parts gate |
| P2 | parts-hold close (same-visit-or-hold) | ≥85% | parts |
| P3 | launch no-show due to parts | 0 | runbook |
| P4 | backorder rebooking | ≤10% by W6 | parts |
| P5 | parts-caused fix misses | <5% | QC |

### 4.12 Marketing — Priya Venkatesh "Flyer-to-Funnel"

| Code | Metric | Target | Gate ref |
|---|---|---|---|
| D3 | review capture (reuse) | >50% | DEMAND |
| K1 | organic share of bookings | ≥70% | demand |
| K2 | referral share | ≥25–30% by W6 | demand |
| K3 | CAC by zip (23220 vs 23113 spread) | tracked weekly | demand |
| K4 | flyer/Nextdoor engagement → booking | ≥10% | demand |
| K5 | LSA CPC/lead test decoded | before any scale spend | W6 gate |

---

### 4.13 Women-First Programme — "Fixxo Her" (owner: Membership & CS + Training & Certification)

| Code | Metric | Target | Gate ref |
|---|---|---|---|
| WH1 | Women-owned active partners (Herndon/Reston) | ≥20 by W0 | women pilot |
| WH2 | Verified women technicians available | ≥28 by W0 | women pilot |
| WH3 | Women-customer share of booked jobs | ≥45% by W13 | women pilot |
| WH4 | "Request a woman" fulfilment rate | ≥80% within window | women pilot |
| WH5 | Quality parity — women-led vs all jobs | within ±3 points | women pilot |
| WH6 | Safety/harassment reports resolved same day | 100% | women pilot |
| WH7 | Certifications verified (not self-attested only) | ≥60% of women-owned | women pilot |
| WH8 | Women technician retention at 90 days | ≥85% | women pilot |

Full programme, legal gates and launch plan: `WOMEN_PILOT.md`. Supply method: `db/SOURCING.md` §5.

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## 5 · Source of truth

- Charter prose + escalation + cadence + funded upgrades: `FIXXO_OPS_PLAYBOOK.html` §10.
- KPI targets loaded into: `90day_kpi_tracker.csv` (phases `OPS_VA2` and `WOMEN_W0-W13`).
- Query helper: `kpi.ps1` (or the skill's `kpi-registry.ps1` with `kpi-map.json`).
- Parameter backing: `PARAMETER_MODEL.md`; data model: `APP_DATA_MODEL.md`.
- Brand + design contract: `BRAND.md`, `DESIGN.md`.
- Supply acquisition: `db/SOURCING.md`, schema in `db/schema.sql`, seed in `db/partners_herndon_plumbing.csv`.