Startup Ops - Operations
Sibelius Seraphini
Sibelius Seraphini
sseraphini
sibelius
Woovi Logo
CoFounder
Overview
What is Operational Work?
Landing Page
Sales Automation
Customer Success
Onboarding
Documentation
Product Development
Team Management
Releases
Monitoring
Data Analysis
What is Operational Work?
It is the work that keeps the business running
Landing Page
Landing Page
The landing page is the first impression on users
It needs to be beautiful, simple and clear
It needs to sell, you need a call to action
It needs to tell your Startup story
Landing Page - Operational Work
Release Automation
Design System to make it easy create new pages on Landing Page
Write more articles and content to improve SEO
Design of new pages
Landing page - Woovi
Articles in .mdx (no need for CMS yet, because our bottleneck is writing new content)
Gatsby (we are going to migrate to nextjs in the future)
Easy to create new pages and content - reuse design system components
Cloudflare Pages for hosting
Sales Automation
Sales Automation
Your Startup needs to sell something to be profitable
Automating your sales process than decrease your Customer Acquisition Cost (CAC)
Your users need to be able to try your product without talking to any sales person
Sales Automation - Operational Work
Make sure users registration process are working well
Talk to new users to understand their needs
Sales Automation - Woovi
Our own user registration process
Validate user email and mobile phone
Sync new user to PipeDrive Sales CRM
Customer Success
Customer Success - Operational Work
Make sure all customers are happy
Talk to new customers to understand their needs
Talk to existing customers to make sure they are still happy
Notify customers of new features
Notify customers of incidents
Track customers issues and feature requests
Customer Success - Woovi
Our support is chat based using
Crisp
We use
PipeDrive
to add customer information
We track internally customer issues and feature requests
Onboarding
Onboarding
Onboarding is the process of helping new users to get started with your product
It guides the user to use the platform and understand the value of your product
It helps with integration
It activates the user
Onboarding - Operational Work
Track if users are doing what they need to do
Improve onboarding and documentation based on new users feedback
Do integration call if needed
Onboarding - Woovi
Merchants need to open their virtual account
Merchants need to connect OpenPix/Woovi to their e-commerce and brick and mortar stores
Merchants need to start selling using OpenPix/Woovi
Merchants need to withdraw they money
Documentation
Documentation
Documentation is a way to communicate with your users
Documentation reduces the number of support tickets
The better the documentation, the more your users will use your product
A public documentation can improve your Startup SEO
Documentation - Operational Work
Keeping your documentation up to date with your platform changes
Improving documentation based on user feedback
Documentation - Woovi
https://developers.openpix.com.br/
- Technical Documentation
https://ajuda.openpix.com.br/
- Non-Technical Documentation
Product Development
Product Development - Operational Work
make sure everybody is working on the most important things
repriority tasks based on new information
create building blocks/abstraction to move faster
Product Development - Woovi
We have 6 products in our Roadmap
We have 4 of them in production: Pix, Cashback, Giftback, Offline/PDV
We focus on features/products that makes us reach our OKR - Objectives and Key Results.
Team Management
Team Management
Your team will build your Product
Your team will build your Startup culture
Your team are still learning a lot
Your team needs training and support
Team Management - Operational Work
Delegation
Communication
1 a 1
Checking how each member of the team is doing
Unblocking the team
Making sure they are happy and challenged
Reviewing everything they do
Team Management - Woovi
Team contribute with their own ideas
Teams are autonomous and take their own decisions
Releases
Releases
Releases make sure our users see the working we have done
Releases - Operational Work
Test everything that will be released
Ask for help from team members if needed
Releases - Woovi
All release process is automated
We have a Slack bot to publish a new release
Any team member can publish a new release
Many releases per day
Monitoring
Monitoring
Monitoring helps us understand how our system are working in production
Monitoring help us understand how the users are using our product
Monitoring - Operational Work
Check if there is performance regression after a release
Check if there are new errors after a release
Check if how a new feature is being used
Monitoring - Woovi
Kibana + Elastic APM (Application Performance Monitoring) for server monitoring
Sentry for error monitoring
Slack for alerts
Google Analytics for user behavior
Data Analysis
Data Analysis
Data Analysis helps us understand how our business is doing
Ask questions and find answers for our questions
Data Analysis - Operational Work
Build dashboards to help us understand our business
Review existing dashboards and reports to make sure they are still relevant
Review data modeling to improve our data analysis
Data Analysis - Woovi
We use
Metabase
to build dashboards
We track our revenue, profit and expenses in realtime
We track Daily Activy Users (DAO) and Monthly Activity Users (MAU)
We track customer retetion and cohort
We track how our users are growing.
We have specific KPIs (Key Performance Indicators) for each product.
Demo
Pix + Cashback
woovi.com/demo/cashback
Thanks
We are hiring!
woovi.com/jobs