Event
OPERATIONS MASTERMIND: Why You Should Treat Operations as a Product
topline infoRmation
“Ops isn’t plumbers fixing a leak,” says Olivia Royce, former ops director at NOVOS. “We’re here to upgrade the system.”
At NOVOS, Olivia reframed operations as a product: internal teams were the customers, and the ‘product’ was the operational ecosystem – systems, rituals, and UX- that powers the work.
Testing this approach to projects such as performance reviews and simplifying an entire operational ecosystem, consolidated multiple fragmented processes into one streamlined system.
If you’re done firefighting and want ops that actually sticks, come and hear from Olivia’s playbook: treat ops like a product, not a helpdesk.
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ABOUT THE EVENT
“Ops isn’t plumbers fixing a leak,” says Olivia Royce, former ops director at NOVOS. “We’re here to upgrade the system.”
At NOVOS, Olivia reframed operations as a product: internal teams were the customers, and the ‘product’ was the operational ecosystem – systems, rituals, and UX- that powers the work.
Instead of reacting to complaints, she ended up running discovery, shipping betas, collecting feedback, and iterating in sprints with a visible roadmap.
Testing this approach to projects such as performance reviews and simplifying an entire operational ecosystem, consolidated multiple fragmented processes into one streamlined system.
“I was once terrified of the change,” Olivia admits. “But this time, the pushback never came.”
The difference? Real user research, phased migration, and internal ‘marketing’ so everyone knew what was changing and why.
👉 If you’re done firefighting and want ops that actually sticks, come and hear from Olivia’s playbook: treat ops like a product, not a helpdesk.
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