Shannon has been at Ophelos for almost 3 years - as one of the first members of our Customer Operations team, she has helped build the function from scratch and is now Customer Operations Manager. Here are some of the questions we shared with Shannon as part of our IWD X Ophelos spotlight series.
What do you like most about your job?
I have loved the opportunity to build a team from nothing to over 12 people now. Acting as an enabler to help them achieve great things and develop their careers at Ophelos. One aspect I particularly enjoy is when the team challenge my perspective, it helps me expand my own thinking and approach. As a leader, I really appreciate the autonomy I am given to build the team’s strategy, to help realise the overall company goals.
How did you get to where you are now career-wise?
In the past I have struggled with anxiety and a lack of confidence in putting across my point of view. When I joined Ophelos I made a conscious effort to change my mindset and be more proactive and intentional about my career ambitions, I think that’s crucial.
I have become more vocal about my accomplishments and pushed back when decisions don’t align with mine or the wider-company goals.
It sounds cliche but you have to believe in yourself and be willing to work hard!
What are the most difficult things about your job?
It was tough transitioning from an individual contributor to a leadership role, it requires a big mindset shift in terms of delegation and understanding where you can have a big impact. It’s important to be able to handover tasks, both to handle workload and to allow your team to take on more responsibilities.
Becoming a manager can also make you feel isolated at times, so it’s important to maintain connections with other managers across departments and share your experiences.
What would your advice be to women thinking about becoming a Customer Operations Manager?
Seek a mentor! Really try and network with other senior leaders to gain their advice and see what you can learn from them. Make sure you thoroughly research a company before joining, so you know their culture and values align with you.
Be intentional about your career, have a clear development plan to work towards and take ownership for your own growth.
What do you like to do when you’re out of work?
I love watching and playing tennis, and I’m a huge fan of Andy Murray. I spend a lot of my free time with my two dogs and cat - and enjoy reading a good book.
