Roles over individuals
A role is a seat in your business. A person occupies the seat, but the role owns the decisions and handoffs. Use the simple, common names your team actually uses (like Ops Lead or Account Manager) rather than fancy titles.
Boundaries of accountability
Define roles by their concrete outcomes and decisions, not long job descriptions. Make it clear what they decide, what they produce, and who depends on their output.
Immediate integration
A role must interact with the business to have value. Connect every new role to a process step or action immediately. Unconnected roles are just decoration; connected roles hold weight.