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Happy lead, happy team

999ec503c62c8972cbbc00f0aa932f4f?s=47 Job
September 15, 2021
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Happy lead, happy team

WooCommerce has grown a lot in the last few years and as a result, the same happened with our Happiness team (our support division). When the division grows, you need more teams and team leads. In this talk, I walked through how we approached lead onboarding to create a better experience for new leads.

Presented at CMS Africa 2021 (Virtual Event)

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September 15, 2021
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Transcript

  1. Happy Lead, Happy Team Job Thomas @jobtex @woocommerce @automattic

  2. Fast growth 😱

  3. May 2020 Jun 2021 Sep 2021 Jun 2020

  4. What we had • Lead selection: ◦ (Mostly) internal experts

    ◦ No salary bump ◦ Learning on the job • Lead cultivation • Bunch of random documents and ideas

  5. Partners • HappEx • Tenured leads • New leads •

    HR • .Learn Image credit: Wil Stewart

  6. Wait, wut? HR? Image credit: NeONBRAND

  7. Guiding Principles • Automate repetition • Sync efforts • Clarify

    unclarity • Document all the things • Test and tweak Image credit: NEW DATA SERVICES

  8. Happy Leads Growth Before Throughout First months Guilds / projects

    Cultivation Lead Handbook(s) Onboarding checklist Discussion topics Dens Expectations Rubric Culture of feedback

  9. We’re hiring! automattic.com/work-with-us