OPERATIONS MASTERMIND: Why You Should Treat Operations as a Product

Tuesday, June 23, 4:30am - 5:30am (EDT)

Time shown in-04:00 America, New York

“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.

https://agencyhackers.zoom.us/meeting/register/3kxjaRdYROKG99rDl9KzHQ

84004775444

Add to Calendar 2026/06/23 09:30:00 2026/06/23 10:30:00 Europe/London OPERATIONS MASTERMIND: Why You Should Treat Operations as a Product “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.

https://agencyhackers.zoom.us/meeting/register/3kxjaRdYROKG99rDl9KzHQ

84004775444 false MM/DD/YYYY OPAQUE aXRKQcvxTzFemuqrpmMz57780

Link: