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Happy lead, happy team

September 15, 2021

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)


September 15, 2021

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  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