Christine Itwaru: preference

Transcript context

…The gaps you found are there's just like this lack of internal alignment. Sales didn't know what was going on. Customer support didn't know what was going on. That felt like that's where the gap was because that's what led to this product ops opportunity, right? Yes. There was a lack of alignment across again, they knew it was coming, they just didn't know the extent of what to expect and how to prepare customers or prospects or the change the way that we should have. There was definitely training. There was stuff being done. It just could have been a whole lot better. So, there were gaps there. One more point was the piece after that was I love people. I love managing people. I love healthy team environment and dynamics. As a product person, it means a lot to have that, because if you have direct reports, you obviously want them to be happy and healthy, but as a product person, you have this system around you even if you're not having people that report into you where you feel ownership to make sure these people are healthy. I remember even in my early days of being a PM, I wanted my engineers to be super happy. I wanted them to be proud of work that they were doing and I wanted them to be comfortable letting go of things that we no longer needed. I remember that moment looking around and looking at our engineers and seeing that they were like, "Hold on. What? Where do we go now? What do we do right now?" We wanted to take that moment and make it less about firefighting and more about being responsible and really customer obsessed. So, that was our moment or one of our moments for thinking about, "Okay, we might need product operations formalized here." It's interesting that your mind went to product ops, because I think most companies would be like, "Oh, the product manager of this product screwed up. They didn't communicate enough to ensure sales. They didn't set up the marketing material well." It often falls on the product team and the product manager. What made you realize, "Oh, this is a product ops role and I need to move into that role versus here we are"?…

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