Everything you said is correct, just, for this exact issue I can't see his role being relevant for fixing it in any way, or possible excuse for any delays in that process. Everyone here behaves like hes only employee in NCWest. It happens that I work in software development industry, and be sure that every company can easy bridge absence of any individual, from support (in our case here, staff that communicates directly with community which includes CM himself) over decision making chain to developers and testers.
And this is why I'm skeptical, event tho lets say at this very moment I don't have doubts of his sincere intentions, that just one person effort can fix all the bad management. If nothing other changes he will be just hitting walls and give up in the end as others before him.