Diese Präsentation wurde erfolgreich gemeldet.
Wir verwenden Ihre LinkedIn Profilangaben und Informationen zu Ihren Aktivitäten, um Anzeigen zu personalisieren und Ihnen relevantere Inhalte anzuzeigen. Sie können Ihre Anzeigeneinstellungen jederzeit ändern.

Adapting ops to your mission & organization

62 Aufrufe

Veröffentlicht am

By Quentin Debavelaere (www.linkedin.com/in/quentin-debavelaere-5386505/), COO @Malt

Defining your operations at a startup is not an easy task: customer support, processes, HR, office management, legal… Ops is an evolving function that is closely linked to a startup’s mission & organization 

Malt (www.malt.com) isn’t just used to make beer or scotch - it’s also one of the best freelancer marketplaces 弄

Quentin Debavelaere is their COO & his job is mostly focused on sales, finance, business development, and international expansion. His role has shifted over the years, doing whatever needs to be done at that time.

Veröffentlicht in: Business
  • Als Erste(r) kommentieren

  • Gehören Sie zu den Ersten, denen das gefällt!

Adapting ops to your mission & organization

  1. 1. Adapting Ops to your mission & organization
  2. 2. Quentin@malt.com @letquentus
  3. 3. 3 - Présence géographique - Team product - Taille d’équipe - Investors About Malt Created 6 years ago in France (exponential growth) Present in France, (soon in Netherlands and growing) +
  4. 4. Freelancing is a societal, structural & pan-european phenomenon… +45% 30K +1 % 90% freelancers in France freelancers by choice of tech jobs in EU are freelancers in 10 years In France freelancers in EU since 2004 25% Sources : EFIP 2016 Survey; The rise of independent workers / Malt-Ouishare: 2017 Freelancing Study in France/ Malt 2018 Study : Transforming with freelancers
  5. 5. So we built the 1st human-centered search marketplace for freelancers • NO JOB POSTING • OPEN MODEL • REPUTATION • AVAILABILITY • LOCALIZATION
  6. 6. …and the services that freelancers and businesses need to work safely • PAYMENT (escrow & factoring) • ONLINE CONTRACTING • ACCOUNT MANAGEMENT • AXA LIABILITY INSURANCE • PARTNERSHIPS
  7. 7. What is the role of the ops team
  8. 8. • Test before industrialization • Provide user feedbacks • Align product with front office processes • Help reduce waste and friction • Standardize processes and knowledge • Set targets / performance management • Internationalization Smooth the ride for the Product team Improve processes, tools and org for “front office”
  9. 9. Product maturity Ops focus on product Early stage = deliver the service to customers • Onboard Uber drivers • Create client invoices Strong running product • Train front office on new features Scale up • Pre conception of features • Anticipate product features • Feedbacks and prioritization
  10. 10. (but don’t tell that to my CPO) • 1 PM • 1 designer • 1 front • 2 back = € 50k for 2 sprints Got many requests from sales team ? Let some fire burns
  11. 11. Having any issue ? • Call the OPS team to improve internal processes • Or recruit more staff ;)
  12. 12. UBER drivers onboarding process • From 10 to 400 drivers to onboard per week — Manually done in office by Operations team (in 2013 incl. setup of phones etc.) — The team used a freelancer to create on boarding videos (what is it like being a driver / how the app works / how to self register) to avoid repeating the message dozens time a day — Then online google form and test sent prior to physical meetings to see only end of the funnel (check vehicle, readiness of documents…) Process now streamlined — Recruitment of dozens of interim workers — Integration of document upload and automatic reminders in the Uber app and website — Marketing automation : targeted help at each funnel step
  13. 13. • • • • •
  14. 14. (€ 50k wasted) • Unfocus the product team from key long term challenges and growth features • Wait too long before recruiting more staff ! It takes ages. Anticipate growth. Work on process efficiency AND recruit more staff. • Grow lazy ;) Even if you recruit, stay razorsharp focus on improving everything all the time. Profit matters • Use the product to build a very nice and powerful feature… only to change the org or process a few weeks later
  15. 15. You need to balance the day-to-day, tactical requirements with the more strategic aspects of Operations. Ensure longer-term initiatives aren't falling through the cracks. Knowledge management International expansion / Standardization of processes Sales training …
  16. 16. https://www.welcometothejungle.co/fr/companies/malt/jobs/busi ness-operations-associate_paris
  17. 17. • Analytical You can’t sleep if this analysis doesn’t work • Optimistic you see the glass half full. You can’t stop but helping solve problems • Hands on, creative thinking and pragmatic “I can do it” • Ambitious you see opportunities before obstacle. No target can’t be reached, it’s just a matter of ressources
  18. 18. Putting myself out of job ! 2015 2016 2017 2018 2019 Admin and office mgt Finance Sales HR Finance Sales Community Legal OperationsLegal Operations International Expansion Community Operations International Expansion Sales Community Legal Operations Legal HR HR
  19. 19. Day 1 of course. Okay, maybe day 2 • You realize that you need to manage your first users • You need business processes while starting to scale • Some product features will take too long to deliver • You are blind and need figures on your activity • … This happens faster than you may think
  20. 20. OPS scope varies from one company to the other
  21. 21. SALES COMMUNITY OPERATIONSPRODUIT FINANCE MARKETING
  22. 22. SALES COMMUNITY SALES COMMUNITY SALES COMMUNITY OPERATIONSPRODUIT FINANCE MARKETING CENTRAL TEAM MARKETS
  23. 23. (INTERIM WORKERS) CONTRACTS AND WORKERS PAY PROCESSES
  24. 24. DRIVERS ACQUISITION AND ON BOARDING STRATEGY EXPANSION (Well you know it)
  25. 25. FRAUD MGT AND COMPLIANCE REGULATION & COMPLIANCE PROCESSES (Fintech)
  26. 26. Aligning the company
  27. 27. 29
  28. 28. Definition of Company priorities (OKR) Definition of product roadmap in accordance Definition of ops roadmap to fill the gaps and reinforce product roadmap
  29. 29. 31 Q2 Q3 Q4 GROWTH FREELANCERS SEARCH APP COMPANIES PRICING MESSAGING SEARCH UX TBD INTERNAL CRM ALGO APP V1 APP V2 MUTLI USER ACCOUNT TRACKING
  30. 30. 32 Q2 Q3 Q4 GROWTH FREELANCERS SEARCH APP COMPANIES PRICING MESSAGING SEARCH UX TBD INTERNAL CRM ALGO APP V1 APP V2 MUTLI USER ACCOUNT TRACKING MUTLI USER NEEDS SALES OBJ AND PROCESSES CRM PRICE PLAN DEF INTERNAL PROCESSES COMMUNITY BUSINESS PLAN 2020 BUSINESS PLAN 2020
  31. 31. Nice tools that could help you
  32. 32. 34 Non exhaustive OnRoadmap
  33. 33. 35
  34. 34. Quentin@malt.com @lequentus

×