CS Ops Communication Cadence
If you have a dedicated CS Ops function, what is your communication cadence with them? And vice versa - if you are in a CS Ops function how (what channels and how frequently) do you communicate with the CS Leadership and CS teams?
We've established CS Ops (1 analyst - me) this summer and are struggling to find the right communication cadence for optimal results. Our CS is a distributed team of around 40 (NAM & Europe) across a few different functional groups, always growing.
My question is above, but I will describe below how our cadence works now, for those who'd like to read on:
CS leadership -> CS Ops information flow: As I am not in a leadership position there are reservations around letting me access the leadership meeting and get a holistic picture of our strategy, planning, and enablement. Instead, I have 1:1s with selected members of the leadership team where I rely on them bringing this information to me. They mostly don't, and I don't know what I don't know. However the feedback is that I am now an order taker and don't elevate the role into proactive & strategic.
CS teams -> CS Ops information flow: In the beginning I planned on attending all the individual (functionally) team meetings to keep my ear to the ground and understand how the teams are doing/feeling. Basically to discover opportunities for improvement, but this has proven to not be time well spent as this was mostly irrelevant information for Ops. I also get ad-hoc requests/questions on Slack from various team members, which is fine.
CS Ops -> CS Leadership & Teams information flow: I work individually with teams on different initiatives and keep everyone informed on what is relevant to them via 1:1s with leadership, occasional team meeting appearance & training on new things.
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