Clear ownership eliminates ambiguity.
This section defines who is responsible for what at all stages of a project.
Project Manager (PM)
The PM is accountable for project completion, communication, and risk management.
PM Responsibilities
- Maintain timelines and milestone schedules
- Run weekly PM syncs
- Communicate proactively with clients
- Manage scope, constraints, and expectations
- Identify risks early and escalate as needed
- Ensure the PM tool is accurate and current
- Maintain project health (Green/Yellow/Red)
- Facilitate handoffs between team members
Authority
- PM can say “No” to unrealistic requests
- PM can push back unclear requirements
- PM can adjust timelines within reasonable limits
- PM can require a Change Request (CR)
Project Lead (Technical/Design Lead)
Owns technical direction, quality standards, and feasibility.
Responsibilities
- Define technical approach
- Provide estimates
- Establish acceptance criteria
- Review deliverables before client sees them
- Surface technical risks
- Maintain quality standards
Authority
- Can reject unclear or incomplete tasks
- Can request additional time based on complexity
- Can escalate scope concerns to the PM
Account Owner / Client Lead
Responsibilities
- Maintain high-level client relationship
- Approve major project decisions
- Step in for escalations or sensitive conversations
- Align project with long-term client goals
- Ensure commitments match contracts
Authority
- Final approval for major scope changes
- Budget decisions
- Strategic prioritization
Team Members
All designers, developers, copywriters, strategists.
Responsibilities
- Complete tasks to Definition of Done
- Follow task hygiene rules
- Communicate blockers within 24 hours
- Estimate work honestly
- Deliver quality work without rework
- Keep PM updated on task progress
Authority
- Can push back unclear tasks
- Can refuse tasks without acceptance criteria
- Can request PM support when overloaded
Escalation Ladder
Defines who decides what.
Level 1 — Team Member Decision
- Small tasks (<2 hours)
- Design/technical implementation details
- Clarifications with obvious answers
- Non-critical client updates
Level 2 — PM Decision
- Timeline adjustments
- Prioritization conflicts
- Tasks exceeding 2 hours
- Clarity issues
- Scope interpretation
Level 3 — Leadership (MATT) Decision
- Budget changes
- New proposals
- Large scope increases
- High-risk decisions
- Contract issues
If unclear:
Default is “decide at the lowest responsible level.”