This is also true of academia. In pretty much any department of the university — in my experience at least — there’s a person with a small-but-private office and an unassuming title (probably including a word like “secretary” or “assistant”), usually an older woman, and she actually runs the place. Faculty defer to her; department heads come and go, but Jill has been there for thirty years and knows how everything works, and she’s the person you go to if you want to get anything done. You’ll know her because when a professor directs you to her they won’t say “you need to talk to the Office of So-and-So because this falls under their purview”, but “you need to talk to Jill.” Her official job title is basically irrelevant because her actual role is acting as eminence grise for this whole operation.
I’ve personally had the experience where my advisor told me “you should do such-and-such certification, go talk to Jill,” and I went to talk to Jill & she said “actually you can’t do such-and-such because XYZ,” so I went back to my advisor to relay this, and he just kind of shrugged and was like, “well if Jill says no, then it can’t be done” and that was the end of it. Complete veto power, no higher authority to turn to, because the only reason Jill can’t do something is if it’s literally impossible.
Honestly there’s probably a whole dissertation about invisible labor and gender dynamics in there waiting to be written.
