On this episode of Operations, Sean interviews a post-sale ops pro focused on customer operations. Together they talk about the direct impact operations can have on the customer experience. A lot of hypergrowth companies focus on short term wins versus long term gains. But for Cole Schofield, Gusto's Head of Customer Experience, that just won't cut it. Because short term wins never justify the long term sacrifice. It's better to invest in the future. So Cole and his team avoid taking shortcuts at all costs and take ownership of the customer journey from the very beginning – from implementation, into servicing, and all the way through renewal or upsell. Cole says it's his job to have the best understanding and the best analysis of that customer experience. To learn how Cole and his team solve for the long term, create target personas, and bring a data driven approach to prioritization and decision making, listen to the full episode.

On this episode of Operations, Sean chats with Kyle Morris about his unique path into ops. Kyle was an Army Ranger for four years before making his way to Silicon Valley, where he started his career in sales and eventually found his way into operations. Now Kyle is the founder of SifData and Kicksaw. Together Sean and Kyle cover everything from how Kyle fell into ops, why operations people should learn how to code, and why SDRs might actually be the best funnel for future ops talent.

These days, the market is exploding with tools aimed at operations teams. So on this episode of Operations, Sean sits down with Marko Savic, the co-founder and CEO of FunnelCake, to find out what’s behind the surge and explore how one of those products came to be. You see, Marko is building a product that is meant to help Ops and Go-To-Market teams be better as they go through hypergrowth...all while in the midst of building his own company. Want to learn how Marko says Ops teams should be structured so they can drive more revenue for the business? Listen to the full episode.

What does it mean to be a COO at a hypergrowth company? A valid question for sure, but if you ask 10 people the same question, chances are you'll end up with 10 different answers. To find out why the COO role is so misunderstood, Sean talks to J Zac Stein – COO of Lattice. In this episode, Sean and J Zac cover everything from what being a COO means to him, the relationship between a CEO and a COO, and the rare but powerful ways you can match your own career trajectory with your company’s trajectory during Hypergrowth.

On this episode of Operations, Sean meets with Sylvia Kainz, VP of Global Revenue Operations at Eventbrite. Sylvia joined Eventbrite when the company was 12 years into its existence and on the brink of going public– and was tasked with creating a RevOps team from scratch. No small feat. Sylvia shares what that experience was like and what she learned from it, as well as her definition for RevOps, how to give ops pros a home, and her recipe for the best way to organize and structure your RevOps team.

On this episode of Operations, Sean goes back in time – to 2012, to be exact – when special guest Bala Balabaskaran first joined Salesforce as Vice President of Go to Market Technology and Operations. At the time, Salesforce was a $2 billion dollar startup going through hypergrowth. Sean and Bala talk about Salesforce's operating model and what it was like to be in charge of the go to market planning process at a large company with a startup mentality. Want to know Bala's step by step approach for building out the annual planning process at Salesforce? Listen to the full episode.