---
title: Journal — Vortia | Elena Vance
description: Head of Delivery. Ships assistants into live support desks. Previously ran rollout for two contact centres. Writes the playbooks column.
---

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# Elena Vance

Head of Delivery. Ships assistants into live support desks. Previously ran rollout for two contact centres. Writes the playbooks column.

## [20 Jul 2026 Start with the job, not the model Pick the workflow before you pick the API. What we map in week one — and why it never starts with the model.](https://hubspot.planetarythemes.com/vortia/journal/start-with-the-job-not-the-model)

## [08 Jun 2026 Two weeks, one number Every engagement starts with the single metric the board can argue about. Here is how we pick it.](https://hubspot.planetarythemes.com/vortia/journal/two-weeks-one-number)

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