From Military Operations to Technical Operations Management

While much is said already about getting an early start, it still matters. While I personally prefer a gym routine and meditation as first tasks, find the rhythm that works for you. Most important, start projects early, end meetings early, and complete tasks early. Use operations management to form a culture of beating the deadlines and delivering more than planned. In many military units there is pride in accomplishing more by 9am than most people do all day. If you can build this same mindset into your operations management culture, you will have created an incredible competitive advantage. Sometimes doing something incredibly ‘hard’ creates corporate value. In many cases, however, executing hundreds of ‘easy’ to ‘medium’ tasks is more than enough to create incredible value.

In combat you know the enemy is thinking of how to end your existence. In the tech ops world this is probably not the case –  let’s hope not, at least. However, there is always a competitor looking to take market share, or a new entrant looking at ways to disrupt your business model. The day you stop thinking of ways to refine your model, increase efficiencies, and delight customers is the day that you slowly start to cede your position in the marketplace to someone else. Vigilance against complacency is a mindset and way of being. Build it in the DNA, or you are unlikely to succeed.

In my current tech ops role as COO of BestReviews.com, it is easy to get incredibly excited about testing out products like rowing machines or electric toothbrushes. However, it is never fun to set up group healthcare, battle through compliance challenges, or work through the many legal and tax wickets that are requirements of every business. With the wrong attitude these less fun tasks become chores that drag you down. However, with the right attitude they are another chance to make a difference. I start my workday with the same line to my co-workers every day, “Another day of unparalleled opportunity” – quote I took from a former army infantry officer I worked with and respected. While the words may seem corny, when the sentiment is real it affects those around you in a positive way and builds a foundation for positive thinking that is contagious, impacting others throughout the day.

In one of the worst portions of my deployment to Iraq, I found myself face to face with a choice. Help my men by cleaning the toilets, or pull the ‘rank card’ and find some other task to fill my time as an officer. I choose to clean the toilets. It mattered. My soldiers viewed me through an entirely different lens after a few weeks of toiling alongside them in less than pleasant conditions that they knew I could have avoided. In tech operations there will be many tasks that require little IQ and no advanced degree. These tasks need to get done, and if you do not get down with your subordinates and accomplish them, you are not a leader but just another person who happens to hold a title of seniority.

The one certainty in a startup is setbacks. While many things may go incredibly well, something, at some point, will go wrong or terribly wrong. In my own experience it has been incredibly comforting to look back on operations in combat that went wrong and realize just like in those situations, we will succeed. Maybe not in this moment in time - and that is okay. Putting one foot in front of the other is the only way to finish the longest forced road march when it feels like your rucksack weighs a thousand pounds. While in the army I failed at more things more times than I can remember. However, the lasting mark was not those failures – it was the eventual success that came from pushing through to the finish line.  In the same manner, grinding through the setbacks in a startup is the only way to eventually find product/market fit, scale and make the positive impact you envision. Building resilience is often mentally, emotionally, and physically painful, and once you have it you can endure failure after failure and still drive forward to success.