What are you holding them accountable to? Are you holding the product manager accountable to elevating these strategic insights so that they are going to elevate it to everyone else and then everyone else is going to go out there and build thing and drive the value or are you holding them accountable to truly understanding the customer in whatever way possible?
Christine Itwaru
Principal Strategist, Pendo (formerly Head of Product Ops)
4 quotes across 1 episode
Understanding the role of product ops
I strongly advocate for product ops leaders to have done that role, to have actually had hands-on product experience building and understanding customer problems and feeling that pain, because you very quickly realize where to place your efforts and where your team's efforts should go.
Get into this role if you're comfortable letting go of things and moving on to something that is well worth your time. The company's going to change. Our process is going to need to be tweaked.
Early on, we started bringing in engineers to customer meetings more and more... it's so simple and it's so effective. When we started doing it, the response from the engineering team was great and then also it helped us dig into a different side of the customer while we were on call sometimes.