Product operations
Understanding Operations:
The divide between business and product operations
Operations within a company can be broadly divided into two main areas:
- Business Operations – Encompass all administrative and organisational processes that support the overall business operations of a company.
- Product Operations – Focus on the internal processes required to efficiently deliver the company’s product or service.
Both areas are essential, yet they fulfill different functions within an organisation.
Business operations
Business operations ensure that a company runs smoothly from an administrative perspective. This includes:
- Finance & Accounting – Budgeting, forecasting, financial reporting
- Human Resources (HR) – Recruiting, onboarding, performance management
- Office & Team Management – Work environment, company culture, team organization
- Legal & Compliance – Contracts, regulatory requirements
Product operations
Product operations focus on efficiently delivering a product or service by structuring and scaling internal processes, tools, and teams. This includes:
- Workflows & Processes – Structuring workflows for optimised efficiency
- Documentation – Ensuring consistency and knowledge sharing
- Reporting & Dashboards – Providing transparency on key metrics
- Tooling – Managing platforms, integrations, and automation
- Communication – Promoting smooth collaboration across teams
- Remote & Cross-functional Teams – Optimizing workflows for distributed teams
- Backoffice Operations – Managing internal infrastructure for digital products
- KPIs & Performance Management – Monitoring and optimizing efficiency
- Customer Success – Ensuring high customer value to increase retention and satisfaction
- Product Compliance & Quality Management – Ensuring the product meets legal and industry-specific regulations
- CRM (Customer Relationship Management) – Managing customer data and interactions to strengthen relationships and service quality
Product Operations serve as the bridge between Product, Engineering, Business, and Customer Success, ensuring that companies can effectively deliver their products while maintaining compliance and fostering strong customer relationships.
The role of product operations
Product operations sit at the intersection of Product, Engineering, and Business. It ensures that the company can efficiently deliver its core offerings – whether a digital product, an online platform, or a physical good.
In IT and intangible services, Product Operations focuses on tools, workflows, and automation. For physical products, it also includes supply chain and logistics management.
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