04.25 April Review
π Case Study: Establishing Product Ops - Driving Scalable Growth and Operational Excellence
When Reward Gateway needed to build a Product Ops function from the ground up β in the middle of post-acquisition change β they brought me in to help make it happen.
It all started after I gave the keynote at the Product Ops Summit in London. Director of Product Ops Kit Randhawa came to me afterwards with a challenge: how do you build and scale a multidisciplinary Product Ops team from 1 to 10+, and set the operational foundations for a high-performing product organisation?
Hereβs how we did it β¦
π Case Study: Establishing Product Ops - Driving Scalable Growth and Operational Excellence
As Reward Gateway continues to accelerate its global expansion and SaaS transformation, the operational foundations laid during my engagement with them ensures long-term scalability and operational excellence.
While their product and technical capabilities were strong, the operational foundation needed to support such rapid growth was underdeveloped. Product Ops, as a function within the product organisation, was introduced to address the challenges of rapid scaling, establish a sustainable product operating model, and align cross-functional teams with strategic objectives.
To overcome these hurdles, Reward Gateway needed more than just technical expertise β they required an operational strategy that would drive efficiency and scalability across the organisation.
In January 2024, I joined as an experienced Product Ops leader, collaborating with the Director of Product Ops (Kiratpal Randhawa), Chief Product Officer (Laszlo Kardos) and other senior Product, Business and Technology stakeholders, to lay the foundations for operational success.
Together, we developed a multi-faceted strategy focused on:
Building the Product Ops Function
Created and supported a team of Product Ops experts (Product Ops Manager, Product Comms Manager, Market & Insight Manager, Knowledge Base and Product Support teams) to lead and support operational excellence across the organisation.
Together we defined a set of clear operating principles and goals, including focus areas based on operating models that drive business alignment, with the aim of maximising the product organisation's performance and impact.
Introducing Operating Models
Developed new models to standardise the interface between the product organisation, its teams and business clients. This included a comprehensive βBusiness Client Operating Playbookβ to provide guidance during implementation and ongoing business operations;
Product Intakes: Streamlined process for new product opportunities, change requests, customer feedback and issues
Product Support: Defined escalation pathways and service standards.
Product Communications: Ensured transparent updates to teams and clients.
Product Releases: Standardised release procedures for platform updates.
This approach was instrumental in establishing Reward Gatewayβs Product Ops function and operational frameworks. Delivering tangible end customer results while developing strong collaboration and continuous improvement has left a lasting impact on the organisation and I wish everyone there the best of luck for the future.
By the end of 2024, the introduction of Product Ops and the rollout of the new operating models had transformed Reward Gateway operational capabilities and enabled their rapid growth.
Interested to know more?
Testimonial
β Partnering with Chris has been transformative. His collaborative and pragmatic approach reassured us we were heading in the right direction, even amidst rapid change. Without his guidance, the Product Ops function would not have been as impactful as weβd hoped. β
Kiratpal Randhawa
Director of Product Ops at Reward Gateway
π From the Reading List
π€ Upcoming Events
ProductLab Conf, Berlin - 17.09 to 18.09
A fresh new conference with a bold mission: bringing the tech community together to navigate the ongoing shifts in our industry. Itβs all about real connection, honest conversations and actionable insights. Iβm excited to hit the stage alongside friends Tim Herbig, BΓΌΕra CoΕkuner and Asya Kuznetsova, and a full lineup of other exciting speakers. I canβt wait to visit Berlin again this year to contribute, connect, and be part of shaping this new space.
Productized, Lisbon - 15.10 to 17.10
This year marks the 10th anniversary of Productized, and Iβm thrilled to be part of the celebration! After leading a packed workshop for 50 attendees at last yearβs conference Iβm excited to be back. Iβll be joining an incredible lineup of speakers β including Bruce McCarthy, Radhika Dutt, Nesrine Changuel, Phil Hornby and Jason Knight β to share insights, stories, and energy on stage. Iβm also hoping to catch Antonia Landiβs Product Ops for leaders workshop.
Interested in a sneak preview of my talk? Check out my podcast with conference founder, organiser and friend Andre Marquet.
π©π½βπ Product Careers
Do you have Product Management, Design or Ops roles to advertise? Reach a new audience by sharing them with me for the next review
Head of Product and Design Operations / Head of Operational Excellence / Global Product Operations Lead / Product Operations Lead / Operations Lead / Senior Product Operations Manager / Product Operations Manager / Product Operations Manager (Contract) / Product Operations Specialist / Product Craft Lead / Innovation Lead / Product Team Lead / Process and Continual Improvement Lead / Senior Program Manager
π§ Join me and Hugo Froes on our new podcast!
ποΈ Leadership Coaching
Great for any current or aspiring Product Management, Design and Ops leaders.
I have some availability in Q2 2025, if youβre looking to raise your leadership game by building self-awareness, developing personal skills and clarity to unlock your full potential, my programme would be a great fit for you!
Read more here: chriscompston.com/coaching
β I have found the sessions incredibly beneficial. Using the models Chris introduced, supported my deeper reflection and is something I would not have considered doing without these coaching sessions. β
Alexander Hills
Product Communications Manager
π€© And finally β¦
Some of the great conversations I had across April;
Amanda Ho Sang, part of the Product Ops function at CCC Intelligent Solutions. Lucy Pitticas-Rothwell leading Product Ops at FreeAgent (a product I use for my own business!) along with Angela Fleming. Oli Gibson an ex-Thoughtworks colleague now running his own consultancy - Calbrio. Chiara Gardner who heads up Product Ops at Ford Credit, we discussed a possible new Product Ops leadership forum, keep an eye out for more! Ahmed Wafaey and Daniele Ronca who are organising the Product Lab Conf in Berlin. Ross Webb, for a short podcast recording on βhow Product Ops might be measuredβ and βthe role of AI in Product Opsβ - to be released soon!