Summary
In an ideal world, Design Operations is one part of a larger team working toward a common goal. However, working with other program management teams - Product Operations, Technical Program Management and Content or Marketing Operations – can be a challenge due to overlap and other common pitfalls. Alnie will discuss these challenges, and present strategies to better define expertise and charter for each program management team, resulting in more effective collaboration.
Key Insights
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Clear articulation of design operations' mission and scope is crucial to overcoming confusion and skepticism in organizations.
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Design ops must embrace managing ambiguity, especially during early design and exploration phases where problems and solutions are undefined.
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Prototyping can be a powerful tool to reduce meetings and align multiple stakeholders by providing tangible shared artifacts.
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Building a cross-functional program management community of practice fosters shared understanding, reduces duplicate efforts, and improves collaboration.
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Creating and maintaining an evolving team charter helps clarify roles, responsibilities, and handoffs with partner functions like product and engineering.
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Operational leadership in design ops involves proactive relationship building beyond the design team, including product, legal, marketing, and finance.
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Design ops practitioners are valuable as creative problem solvers who use checklists and toolboxes but lean into ambiguity and innovation.
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Measuring success of operational collaboration is often qualitative, visible through smooth workflows, clear swim lanes, and stakeholder requests for ops support.
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Merging design program management with cross-functional program management has pros and cons; maintaining closeness to design ensures relevant focus.
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Leveling and organizational positioning challenges for operations roles can be addressed through HR partnership and community-driven alignment.
Notable Quotes
"Anything being influencers means we are strategic operational leaders. We build great relationships, and we’re not connectors."
"Our job is really a lot of managing ambiguity and chaos. It’s just par for the course because a lot of that we do is in the explore and design phase."
"A prototype is worth a thousand meetings."
"People product managers, program managers, and other partners will start to ask for design ops investment because they know it makes their product more successful."
"Being a DOT connector means you can see silos, whether people are just not talking to each other, and you can bridge people, process, and tools."
"Build a program management community of practice so you can formalize partnerships and solve process delivery issues together."
"Always be getting feedback, even informally over coffee, or sending out surveys twice a year to improve and mature relationships."
"If your function is very new, expect to hear 'What do you do again?' or face skepticism about overlapping roles."
"It’s not about saying yes to everything; it’s about picking projects aligned with company strategy, user experience impact, and where you can truly add value."
"Once people get design ops, they will go to your design ops leader, and that’s when design ops becomes critical for scaling smart with minimal churn."
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