Hearsay Systems - Internal Enablement Platform Overhaul
Summary
I led Product Operations at Hearsay, where I designed and implemented the operating model that drove consistent, scalable execution across Product, Engineering, Design, Customer Success (CS), and Go-to-Market (GTM) teams.
My focus was on building systems and rituals that improved roadmap predictability, aligned GTM and EPD planning, and instilled shared accountability for delivery. By standardizing how teams planned, launched, and measured work, I helped improve customer satisfaction, accelerate GTM readiness, and enable better cross-functional trust.
Key Outcomes
↑ 45% improvement in roadmap predictability
via milestone tracking, shared planning cadences, and delivery health rituals
↑ 25% lift in customer satisfaction scores
driven by tighter alignment between product delivery and GTM execution
↓ Time to GTM readiness
enabled by a unified Definition of Done and cross-functional launch templates
↑ Revenue from renewals
supported by increased delivery confidence and reduced last-minute delays
Challenge
Hearsay’s go-to-market execution was reactive and inconsistent. Teams operated in silos with little visibility into launch timelines, ownership, or readiness. There were no shared cadences or tools to track milestones, and no clear way to identify risks or blockers ahead of time.
Customer-facing teams often received updates too late to prepare, while Engineering and Product lacked structured feedback from GTM. This created delays, duplicated work, last-minute escalations, and missed expectations. Leadership had no single source of truth to track what was shipping or how it was performing.
What I Owned
Designed and implemented the company’s Product Operations framework, spanning Product, Engineering, Design, GTM, and Customer Success
Introduced a shared quarterly planning cadence and milestone tracking system across 10+ workstreams
Built and maintained tooling for launch intake, ownership mapping, risk tracking, and status visibility
Created GTM launch health scorecards and roadmap reporting rituals to improve accountability and cross-functional alignment
Partnered with GTM leads to define a unified Definition of Done, reducing confusion and accelerating readiness
Facilitated retrospectives, roadmap reviews, and planning syncs, helping teams identify patterns, improve delivery rhythm, and drive continuous improvement
Role & Approach
As Senior Product Operations Manager, I was responsible for building the systems and rituals that enabled consistent, reliable delivery across Hearsay’s Product, Engineering, Design, and GTM functions.
I introduced a shared quarterly planning cadence that aligned EPD and GTM teams around clear timelines and ownership. I created tooling to track milestones, surface risks, and assign accountability, helping leadership anticipate delivery issues before they became escalations.
I also developed a roadmap health scorecard, and coordinated cross-functional syncs, launch reviews, and retrospectives to instill a culture of visibility and continuous improvement. My approach focused on scaling operational clarity, not just for one team but across the entire product and delivery ecosystem.
Results
45% improvement in roadmap predictability through milestone tracking and shared planning cadences
Time to GTM readiness reduced by aligning teams around a unified Definition of Done and consistent launch workflows
25% increase in customer satisfaction scores, driven by more reliable delivery and fewer post-launch surprises
Renewal revenue increased, supported by stronger delivery confidence and reduced execution gaps
Operational model adopted across 10+ workstreams, creating a baseline for planning, alignment, and risk mitigation
Cross-functional rituals institutionalized, including retrospectives, roadmap reviews, and launch syncs
Leadership gained end-to-end visibility into delivery health and launch readiness for the first time