Prioritization is probably the biggest challenge for ops teams.

Say yes to everything—you pretty quickly become a service department.

Set your own priorities without input from the business—you can quickly find yourself irrelevant, even out of a job.

The best model that I've seen for tackling this problem is what we could call the product management approach to managing MarTech.

This is where you effectively treat your stack as an internal product and ops as a product management team working on delivering features for internal customers.

Today's guest has practiced this approach at enterprise scale, with an ops team dozens strong.

Josh Hill shares his insights and lessons learned, as well as his journey as one of the earliest and well-recognized experts in the Marketo community.

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About Today's Guest

Josh Hill is a GTM operations and systems executive who builds revenue accelerating GTM platforms, global teams, and processes in partnership with Product, Sales, and Marketing. He has a strong track record of turning business strategies into live enterprise capabilities and impactful customer experiences.

https://www.linkedin.com/in/jhill2/

Key Topics

• [00:00] - Introduction
• [01:37] - Josh’s professional journey
• [04:19] - Development of automation pro as a professional identity
• [06:48] - Scope and scale of the teams Josh led
• [08:54] - Definition of a product management approach to martech
• [15:45] - Should marketing ops be oriented around business impact?
• [21:03] - Reasons why ops teams need to say “no” sometimes
• [27:38] - Solving for the internal vs. external customer
• [30:39] - Asking tough questions about adoption and ROI
• [33:53] - Building your roadmap
• [35:53] - Communicating your roadmap internally
• [40:10] - Cultivating resolve around prioritization and triaging requests
• [42:43] - How to transition to a product management approach

Resource Links

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