Forest Admin's Podcast: "Mission Ops: Possible"A podcast where top Ops leaders share strategies, challenges, and lessons from the field.https://www.forestadmin.com/blog/tag/podcast------Episode 4Guest: Jonathan, Sr Engineering Manager at BelvoHost: Guillaume, Head of Marketing at Forest Admin------00:00 Introducing Jonathan @ Belvo01:34 Jonathan's journey before Belvo02:39 Belvo's mission04:12 Friction-free payment in Mexico06:32 Mindset while scaling payments at Belvo08:43 Staying practical and balancing choices to deliver09:43 The biggest challenge scaling the payment product11:23 Operating principles in scaling Ops12:33 Using Forest Admin as the central tool for Ops15:00 Why they chose Forest Admin16:55 Continuously learning on AI18:17 Being intentional about innovation19:38 Examples of using Data and AI20:45 Entrepreneurial mindset to keep ahead21:47 The qualities of people in Customer Operations23:15 The "Get it done" mindset24:07 Invest time to make time25:24 Defining Customer Engineering

Forest Admin's Podcast: "Mission Ops: Possible"

A podcast where top Ops leaders share strategies, challenges, and lessons from the field.

https://www.forestadmin.com/blog/tag/podcast

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Episode 3

Guest: Maxime de Juniac, Chief Service Officer at Swan

Host: Guillaume, Head of Marketing at Forest Admin

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00:00 Introduction

00:51 Introducing Maxime @ Swan

02:08 About Swan

03:04 Swan's partner model

03:55 Embedding Swan in B2B Services

05:14 What the new funding round means for Ops

07:02 The challenges of Fintech Ops

08:42 An example of fraud check

09:58 Adapting fraud checks to profiles

10:45 The biggest opportunies in Fintech Ops

12:05 Doing KYC/KYB with less friction

13:22 Bringing Automation and AI in Ops

15:46 How Swan Ops approach automation

17:53 The evolutions of Ops jobs

19:23 Growing the ops team capacity

20:14 Building a team of experts using AI

22:10 The tools of the Swan Ops team

23:44 The Ops is autonomous for its tooling

24:49 Autonomy as a key success factor for Ops

26:22 AI adoption in the Ops team

27:02 How the Ops team is organized at Swan

28:32 The profile of modern Ops people

30:37 Shopify's CEO's memo on AI adoption

31:46 What it takes to be hired in Ops today

33:04 Training in Ops

34:28 The future of Fintech Operations

36:10 The use of AI and social by fraudsters

38:23 The best tip for someone joinign in Ops

Forest Admin's Podcast: "Mission Ops: Possible"

A podcast where top Ops leaders share strategies, challenges, and lessons from the field.

Episode 2

Guest: Antoine, CEO and Cofounder at Motto

Host: Guillaume, Head of Marketing at Forest Admin

In this episode of 'Mission: Ops Possible,' host Guillaume talks with Antoine Bouttier, co-founder and CEO of Motto, about his journey from venture capital to the creation of Motto, an electric bike subscription service. Antoine shares his experiences working with startups, notably Bird, and how these shaped his vision for Motto. The discussion delves into the challenges of launching Motto, dealing with bike thefts, and the importance of integrating effective tech solutions in operations. Antoine emphasizes the significance of a solid operations strategy, the evolution from a hardware-focused to a software-centric model, and innovative uses of AI in maintaining their knowledge base. The episode also explores team management, operational efficiency, and scalability in the mobility sector.00:54 Introducing Motto01:18 Antoine's experience before Motto04:27 The launch of Motto06:18 The early days at Motto07:35 Motto's Mission and Team08:11 Motto's Model - Subscriptions09:41 How Motto manages its operations 11:40 From Hardware to Software company14:44 Stories about theft 17:26 The secret to great Ops is not to throw money at problems20:32 How to boost team members' productivity21:52 Automating with the right tools24:41 The knowledge base is a sea serpent 28:30 Using an LLM to review the knowledge base30:52 Managing recruitment and retention in Ops34:28 Advice for Ops people

Forest Admin's Podcast: "Mission Ops: Possible"

A podcast where top Ops leaders share strategies, challenges, and lessons from the field.

Episode 1

Guest: Mark, VP Customer Experience at Givebutter

Host: Guillaume, Head of Marketing at Forest Admin

Key moments:

00:00 Introduction Mark at Givebutter

04:03 Time of scale

06:42 Looking for best practices

08:43 Speaking of Forest Admin

09:57 Tools and AI to scale

11:37 Forest Inbox to streamline processes

14:08 Managing customer satisfaction while automating support

20:54 Promoting and upskilling team members

21:48 Investing in the help center

25:20 Promoting from within the team

26:18 Investing in recruiting and onboarding

30:49 Projects for this year, with AI

33:47 Building strong vendor relationships