Mark Rosenberg, VP of Product at Workday Financials, and Vivian Phinney, Senior Product Operations Program Manager at Workday, dive into the intricacies of product operations. Mark shares insights on establishing transparent prioritization and a continuous delivery system to enhance enterprise software for over 2,000 clients. Vivian discusses her data-driven approach to improving visibility for leadership. They highlight frameworks like Playing to Win and the importance of collaboration to address the challenges of growth while delivering impactful, customer-focused solutions.

Tomer London, Co-founder and Chief Product Officer of Gusto, discusses pioneering the concept of 'Minimum Lovable Products' to create delightful user experiences. He shares insights from his journey revolutionizing payroll for small businesses, emphasizing the balance between automation and manual processes. Tomer reveals how understanding customer needs drives product development and stresses the importance of patience in crafting meaningful solutions. The conversation highlights Gusto's unique framework that integrates intuitive design and emotional connections with users.

Just Eat Takeaway’s Jessica Hall joins Melissa Perri in this episode of the Product Thinking podcast. Chief Product Officer at the food delivery giant, Jessica links up with Melissa to discuss the intricacies of managing a diverse product portfolio across global markets, sharing insights from her journey in navigating the challenges of integrating multiple brands, post-merger and establishing a unified customer experience. She elaborates on the importance of understanding local markets while leveraging a centralized platform to enhance speed and efficiency in product development.Jessica also reveals how her team prioritizes customer closeness through innovative programs, allowing product managers to gain firsthand experience of the customer journey.She’s not all positive about AI adoption though and is honest about both the potential and the pitfalls, including the often-overlooked costs and the importance of building a sustainable ecosystem around new technologies. She’s also clear on the need to develop diverse teams in order to be able to combat bias in AI solutions and highlights the significance of user transparency in building trust. Tune in to discover how strategic thinking and a customer-first approach can lead to innovative, responsible AI implementations that truly resonate with users.You’ll hear us talk about:07:45 - Creating Customer Closeness Through Direct EngagementJessica passionately advocates for the principle of "customer closeness," highlighting how integral it is for product managers to engage directly with customers. She has initiated a program called "Just Eat Takeaway Meets," which allows team members to immerse themselves in various roles within the company – whether that be delivering food, working in customer service, or experiencing the restaurant environment firsthand. This practice fosters a deeper understanding of the customer's journey and the challenges they face, which can be invaluable for product development.15:07 - The Hidden Costs of AI ImplementationJessica and Melissa get deep into the costs of AI, both the well-known and hidden costs that can appear unwanted during implementation. While many view AI and large language models (LLMs) as cost-cutting tools, the reality can be quite different. She discusses how organizations often overlook the full spectrum of costs associated with implementing AI technologies, such as self-hosting on platforms like AWS, which can be quite expensive. There's also the ongoing expense of maintaining skilled teams who can effectively manage and evolve these technologies to contend with. Jessica points out that businesses need to assess not just the upfront costs but also the long-term financial implications tied to customer acquisition and conversion metrics. This broader understanding helps organizations avoid the pitfalls of adopting AI for the sake of it without a clear strategy, ensuring they approach such implementations with a realistic mindset.22:02 - The Power of Diverse Teams in AI DevelopmentJessica advocates for the importance of diversity in teams working on AI initiatives. She believes that having a variety of perspectives leads to more innovative solutions and a greater understanding of the diverse user base that these technologies serve. She stresses that it's not enough to have a team that simply identifies as diverse; team members must actively engage with different viewpoints and experiences. Jessica encourages her team to seek out customer insights from varied backgrounds, promoting empathy and a deeper understanding of user needs. This inclusivity not only sparks creativity but also drives better product outcomes, ensuring that the solutions developed resonate with a broader audience and address underrepresented issues.Episode Resources:Jessica HallJust Eat TakeawayFollow/Subscribe Now:Facebook | Instagram | Twitter | LinkedInIf you enjoyed this episode, please visit:Angel SquadProductinstitute.comPrevious guests include: Shruti Patel of US Bank, Steve Wilson of Contrast Security, Bethany Lyons of KAWA Analytics, Tanya Johnson Chief Product Officer at Auror, Tom Eisenmann of Harvard Business School, Stephanie Leue of Doodle, Jason Fried of 37signals, Hubert Palan of Productboard, Blake Samic of Stripe and Uber, Quincy Hunte of Amazon Web ServicesCheck out our Top 3 episodes:Episode 177: The Evolution of User Research: A Conversation with Steve Portigal, Author of Interviewing UsersTackling Product Research with C. Todd LombardoEpisode 128: Scaling Product Operations with Blake Samic, Former Global Head of Product Operations at Stripe and UberProduct Thinking is handcrafted by our friends over at: fame.soProduct Thinking Guest and Audience Podcast Feedback Form

PJ Linarducci, Chief Product Officer at Thumbtack, shares his journey from Meta to leading product management at a growing startup. He discusses the shift from large to small-scale product leadership and the challenges of evolving Thumbtack from a marketplace to a comprehensive home management platform. PJ emphasizes the importance of innovation versus optimizing established offerings and how product managers can lead through influence, not authority. Tune in to learn about the future of home services and empowering small businesses.

BJ Boyle, Chief Product Officer at PointClickCare, shares over two decades of experience in healthcare technology. He emphasizes the importance of strong relationships with executives and understanding user needs, especially in a complex field like health tech. BJ discusses aligning product development with business goals and navigating regulatory challenges. He highlights the need for cross-functional collaboration and balancing domain expertise with product management skills, alongside insights into how technology is transforming patient care.

Vishal Kapoor, SVP of Product at Affirm, shares insights from over 15 years in product management. He discusses Affirm's innovative fintech strategies, emphasizing customer-centric design and the importance of real-time feedback. Vishal reveals how their iterative culture drives product development and enhances the new Affirm card. He also highlights the significance of cross-functional partnerships, especially with compliance teams, for navigating regulatory challenges. Tune in for practical advice on agile product strategies and fostering customer engagement.

In this enlightening chat, Robin Daniels, Chief Business and Product Officer at Zensai and former leader at Salesforce and LinkedIn, shares his journey through product management. He discusses transforming workplace culture by fostering community and joy among teams. Robin critiques outdated performance reviews, advocating for weekly check-ins that promote self-reflection. He highlights the importance of reducing friction in customer journeys, especially in product-led growth, and calls for modern leadership to understand the nexus of product, sales, and marketing.

Mercedes Chatfield-Taylor, Co-founder and CEO of Artico Search, specializes in executive leadership for growing companies. In this conversation, she discusses the shift from a 'growth at all costs' mindset to a focus on profitability and sustainability. Mercedes highlights essential pathways for product leaders transitioning to CEOs, emphasizing the importance of product empathy and cross-functional collaboration. She shares insights on cultivating strong connections with sales and operations, crucial for effective leadership in today's business landscape.

In this engaging discussion, Sean Solme Kim, a seasoned product leader with notable tenures at TikTok and Amazon, shares his journey and insights on product development. He dives into the impact of understanding customer behavior on retention strategies, highlighting his success at Amazon Prime. Switching gears to TikTok, Sean reveals how he empowered product managers and fostered innovation through clear vision and metrics. The fascinating evolution of TikTok's Stitch feature showcases the balance between user-driven design and rapid growth in product management.

Brian Fugere, Chief Product Officer at Symplr, shares his rich expertise in healthcare technology. He discusses how to balance customer demands with strategic decision-making amid regulatory challenges. Brian highlights the importance of simplifying enterprise products and fostering a collaborative culture within teams. He dives into the complexities of mergers and acquisitions, emphasizing team integration and maintaining morale to drive innovation. Listeners will gain actionable insights for enhancing product strategy and navigating the evolving healthcare landscape.