⚙️ Ops Playbook #79

A guide to measuring your leadership impact using NPS

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The next step? Hiring!

In 30+ calls with subscribers, people have wished for a way to:

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With over 27,000 of y’all here, I figured I’d facilitate.

As a test run, I’m going to have a job opportunities section for the next 5 issues.

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Ops Job Opportunities 

  1. Varun at Enterpret is unlocking customer feedback with AI, helping companies like Canva, Notion, and Strava turn it into actionable insights. They just raised $20.8M in Series A funding from Canaan Partners and Kleiner Perkins. Now, they’re hiring Head of Business Operations to build the systems and processes that will power their next phase of growth. You can learn more here.

  2. Ashby, trusted by companies like OpenAI, Notion, and Reddit, is building tools to help teams hire better and faster. With over 2,000 customers and ARR growing 100% YoY, they’re looking for a Head of Sales & Success Enablement to help their Sales and Customer Success teams excel. In this role, you’ll create onboarding programs, training materials, and systems to support a growing team and drive real results. The role is remote with salary expectations between $150K - 180K. Apply here.

  3. Ali from Tabs, an AI-powered platform that automates revenue workflows for B2B businesses, has raised $35M from top-tier VCs like General Catalyst and Lightspeed. Based in New York City, they’re hiring an Operations Analyst to process complex contracts, extract key data, and help clients streamline billing and revenue recognition. This full-time role offers $80K–$110K in compensation plus equity. It’s perfect for detail-oriented problem solvers with a knack for process optimization and 0-3 years of experience in investment banking or similar fields. Click here to learn more.

  4. Linear is on a mission to bring magic back to software by building a fast, elegant project management tool trusted by high-impact companies worldwide. They’re hiring a Operations Generalist (North America only) to work closely with the Chief of Staff to manage financial operations, coordinate leadership activities, and improve internal processes, gaining broad exposure across the company. Ideal for self-starters with 3+ years in operations who thrive in fast-paced, high-impact environments. Learn more here.

  5. Francis at PermitFlow, backed by a $31M Series A from Kleiner Perkins and other top investors, is simplifying the $1.6T construction market with software that streamlines permitting from start to finish. They’re hiring a Permit Operations Manager to lead their operations team, onboard customers, and drive process improvements. This remote-first role offers $80K–$120K, equity, and is ideal for experienced leaders with a knack for problem-solving, data analysis, and fostering collaboration. Click here to learn

P.S. If you're looking for your next gig, fill out this form. Once you fill out this form, we will begin personally introducing you to the best businesses that are hiring.

The NPS Test Every Leader Should Take

Insight from William Arruda

I watched a friend quit last month. His boss still has no idea why.

In the exit interview, my friend gave the usual diplomatic answers about "pursuing other opportunities."

But over tapas that night, the truth came out: his team had been miserable for months, and their boss was the last person to know it.

Leadership feedback feels broken. Sure, we have engagement surveys and skip-level meetings, but let's be real - everyone just nods along and says what they think you want to hear.

How about we use a metric from our customer success playbook?

The Net Promoter Score strips away the corporate speak and gets straight to the point: "Would you recommend working for this leader to a friend?"

That's it. One simple question that cuts through months of built-up frustration or satisfaction.

I first tried this after watching three people quit my team in two months. The anonymous responses hit me like a bucket of cold water. Turns out my "open door policy" wasn't as open as I thought.

This is what I’d recommend to gathering better feedback on how you are a leader.

Step 1: Design the Survey

Here's the question that'll keep you up at night: "On a scale of 0-10, how likely are you to recommend working on my team to a friend?"

The scoring is brutal in its simplicity:

  • Score 0-6? These people are probably updating their LinkedIn right now

  • Score 7-8? They'll stick around, but they're not exactly writing love letters

  • Score 9-10? You've got true believers who actually mean it when they say "best boss ever"

Make it anonymous. Seriously.

I learned this the hard way when I tried collecting feedback via email. Dead silence. Switch to an anonymous Google Form, and suddenly people had plenty to say.

Add just one follow-up question: "What would make you score higher?"

Keep it simple.

Step 2: Launch and Collect

Don't blast this out after a rough quarter or right before performance reviews. Nobody's in the mood for honest feedback when they're stressed about deadlines or bonuses. Pick a normal week, give people five days to respond, send one reminder, and let it ride.

Step 3: Crunch the Numbers

Time to face the music. The math is straightforward, but your ego might take a hit:

Let's say you got 30 responses. Count them up:

  • 12 people love you (scores 9-10)

  • 10 people shrug when they hear your name (scores 7-8)

  • 8 people might be plotting your downfall (scores 0-6)

Next, turn these into percentages. (Don't worry, I won't make you dig up your old math textbook.)

Those middle-of-the-road scores? They don't count. NPS only cares about the love and hate. Harsh, but that's what makes it work.

In this case, you'd score 13.3. That's like getting a C+ in leadership. Not terrible, but nobody frames a C+ and hangs it on their wall.

For context, the best leaders I know score above 50. One director I worked with hit 75 - her team would probably follow her into a volcano.

Step 4: Be Transparent

Here comes the hard part: showing your team the results. All of them. Even the comments that make you want to crawl under your desk.

I've seen leaders try to bury bad scores. Don't.

Your team already knows how they scored you - hiding it just proves them right.

When I shared my first scores, I kept it real: "Look, I scored 13. That's not great. Several of you mentioned I'm terrible at giving feedback. You're right. Here's my plan to fix it."

Six months later, my score hit 45. Turns out people respect leaders who can admit when they're wrong.

The NPS test isn't comfortable. It's not supposed to be. But it beats finding out what your team really thinks through exit interviews and farewell emails.

Besides, leadership isn't about being comfortable - it's about being better.

3 Deep Dives

  • Here are 6 free leadership tools you can use now (SkillPacks)

  • If you are just now starting to think through how to measure leadership, here are the most commonly used leadership metrics (Ninthedge)

  • If you’d like to learn more about NPS, then I’d recommend checking out this guide (IMD)

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