Melissa Ramirez is the Director of Commission Operations at Cox Communications, where she leads a team supporting 3,000+ sales employees with 99.9% first-pay accuracy. On this episode of the Go To Masters Show, she shares insights from over a decade in comp strategy, technology, and business operations—delivering daily commission statements with mobile access to eliminate shadow accounting and build seller trust.

• Why shadow accounting happens when reps don't trust the system—daily transparency eliminates mysteries
• The three-legged stool: people (aligned teams), process (documented intake), and systems (data + internal auditor)
• How treating comp as strategic versus back-office gets you a seat at the table through storytelling with data

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Darren Fay is the VP of Operations at Littera, one of the few full-service AI-native legal software companies. On this episode of the Go To Masters Show, he shares insights from an unconventional path—starting as a firefighter where process and procedures became second nature, then leading operations across Sprint, seed-stage startups, and publicly traded companies.

Why firefighting prepared him for operations—both require following processes to keep scenes safe and stable
The Five Whys methodology: solve root causes, not surface issues that keep rearing their ugly heads
Why comp plans fail when they're too complex or tied to outcomes reps can't control

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Benito Piuzzi is the Senior Vice President of Organization Strategy at Lakeview Loan Servicing. On this episode of the Go To Masters Show, he shares insights from scaling better.com from a figure to massive growth in 18 months, his McKinsey consulting foundation, and now navigating mortgage tech acquisitions—all through the lens of intentional operations and strategy.

Why businesses that win with AI won't have better AI—they'll have better strategies, talent, and org structures
The "widget model" that scaled better.com: treating mortgage like an assembly line with precise gearing ratios per role
How voice AI held a 20-minute conversation without the customer knowing—and what that means for lead conversion

Connect with Benito: LinkedIn
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