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Claire Hughes Johnson (Stripe) - Scaling Operations and People

Entrepreneurial Thought Leaders (ETL)

CHAPTER

The Importance of Resilience in Operations

The key is, again, that it's a little bit of psychological strength, resilience. You have to build a system that scales with a bunch of individuals who need knowledge and solving one individual bad support interaction actually doesn't solve the problem. And so I think it's really about what are the things that are incredibly important to do but don't feel urgent? As an operator making sure you're carving out time, not just for the urgent reactive things, obviously if it's urgent and important, you got to get it done. But the important,not urgent things -- because that is what builds for the future.

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