TED LANGO
Workforce Transformation Strategist
Building Adaptive Systems for the Human-AI Era
The Moment
We're entering an era where the distribution of work between human agents and AI agents will be fluid — ebbing and flowing based on technology maturity, regulatory shifts, cost dynamics, and customer expectations.
Organizations that build rigid systems optimized for today's distribution will be disrupted.
Organizations that build adaptive systems designed for continuous rebalancing will thrive.
The organizations winning with AI aren't using smarter models — they're building better scaffolding. I build the infrastructure that connects human expertise to AI capability.
Core Thesis
Organizations don't have to choose between cost efficiency, customer experience, and employee satisfaction — they can optimize for all three simultaneously through adaptive systems.
This thesis has driven 20+ years of transformation work across Fortune 100 operations, technology providers, and strategic consulting.
What I Offer
Multi-Objective Optimization
Design systems that satisfy competing stakeholder needs — customers, employees, and shareholders — simultaneously through adaptive capacity planning.
Transformation Leadership
Led workforce transformation across 85+ contact centers handling 400M+ interactions annually. Repeatable methodology for advancing maturity while delivering measurable results.
Technology + Operations Bridge
I operate at the intersection of strategy, operations, and technology — accelerating transformation timelines and reducing implementation risk.
AI Infrastructure Design
I don't build AI solutions — I build the scaffolding that makes AI solutions work. Systems where deterministic code handles precision and probabilistic models handle uncertainty.
Track Record
The Clarity Pipeline
Organizations don't just need AI — they need scaffolding appropriate to their maturity.
Challenge: Change aversion, established processes
Path: AI as efficiency tool → strategic capability
Scaffolding: Integration with existing systems, gradual capability building
Challenge: Digital transformation mid-flight
Path: AI as transformation accelerator
Scaffolding: Hybrid human-AI workflows, retraining programs
Challenge: Building AI-first from ground up
Path: AI as foundational infrastructure
Scaffolding: Avoiding over-automation, maintaining human judgment
The path from reactive scheduling to AI-augmented operations varies by organizational DNA. I build context-specific frameworks that meet organizations where they are.
The Book
The Adaptive Framework
A personal operating system for navigating uncertainty — the same principles I apply to workforce systems, applied to life and career.
Problems I'm Solving
Most WFM teams use point estimates when probability distributions would serve them better.
Organizations optimize for efficiency alone, missing the multi-objective opportunity.
Rigid systems optimized for today will be disrupted. Adaptive systems will thrive.
Organizations waste resources building AI for deterministic problems while missing probabilistic opportunities.
Mission
Transform how organizations deploy, manage, and optimize knowledge workers at scale — from reactive scheduling to adaptive, intelligent systems that respect both operational needs and human potential.
Goals
Lead workforce transformation at scale in the right organization
Grow WFM Labs as the home for advancing the craft
Build AI-augmented infrastructure as a force multiplier
Models
Mental frameworks that guide decisions and actions:
StoicGraph
Relationship progression through trust zones: Aware → Interested → Trust → Advocate. Warm paths over cold outreach.
WFM Maturity Model
5-level framework for assessing and advancing workforce management capability. From reactive to pioneering.
Three-Engine Architecture
Network (opportunities) → Content (visibility) → Commerce (sustainability). Each engine reinforces the others.
The Algorithm
Current State → Ideal State via verifiable iteration. Define success criteria before executing. Always capture learnings.
Metrics
Living Resume API
Query my professional profile programmatically. Structured data for AI agents, recruiters, and integrations.
https://living-resume-api.tedlango.workers.dev/Try it:
curl https://living-resume-api.tedlango.workers.dev/about
curl https://living-resume-api.tedlango.workers.dev/recruiter-summary
curl -X POST https://living-resume-api.tedlango.workers.dev/mcp \
-H "Content-Type: application/json" \
-d '{"jsonrpc":"2.0","method":"get_mission","id":1}'Connect
Recent Writing
Deep space objects captured through remote telescopes worldwide
The complete catalog of 110 deep sky objects assembled by Charles Messier
Professional-grade instruments accessed through the iTelescope network across four countries