The timing of the first CS Ops hire is a key question many of our customers face. Our view is that once you have about 5 CSMs, you’ll need to start developing smart processes for running your team and to hire a CS Ops lead. Once you have about 10 CSMs, your CS Ops lead will want to hire a junior person, in order to focus more on strategic activities. You’ll want to screen candidates based on the following attributes: Passion for designing processes that scale Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions Enjoys “getting their hands dirty” by digging into complex operations Takes high degree of ownership over their work Clear communicator with professional presence Strong listening skills; open to input from other team members and departments Ability to lead through influence Click here to see a sample CS Ops job description that you can use in your own recruiting. For more information on this topic, click here to view a blog post. And now we'd love to hear from you! When did you hire your first CS Ops lead?

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Question

Best practices for when to hire a CS Ops lead

Forum|Forum|10 years ago
July 5, 2016
1 reply
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The timing of the first CS Ops hire is a key question many of our customers face. Our view is that once you have about 5 CSMs, you’ll need to start developing smart processes for running your team and to hire a CS Ops lead. Once you have about 10 CSMs, your CS Ops lead will want to hire a junior person, in order to focus more on strategic activities.

You’ll want to screen candidates based on the following attributes:

Passion for designing processes that scale
Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
Enjoys “getting their hands dirty” by digging into complex operations
Takes high degree of ownership over their work
Clear communicator with professional presence
Strong listening skills; open to input from other team members and departments
Ability to lead through influence

Click here to see a sample CS Ops job description that you can use in your own recruiting. For more information on this topic, click here to view a blog post.

And now we'd love to hear from you! When did you hire your first CS Ops lead?