Curiosity, collaboration, and devotion to customer success:

Why did you join Domino and what were your first impressions?

I’m very passionate about data science. Having spent eight fulfilling years at another data science company in a customer-facing role, I felt I had reached a plateau and was ready for a new challenge. A recruiter approached me about a potential role at Domino, and while I was initially hesitant, the more I learned about Domino, the more intrigued I became. Domino’s tools not only addressed significant gaps I had observed in my previous job but also emphasized a proactive approach to helping customers solve their toughest data science challenges. This focus on customer outcomes made the opportunity irresistible and resonated deeply with me.

The interview process was extensive and personal, involving multiple one-on-one sessions that made me feel truly valued as an individual. Each interviewer took the time to understand my experiences and aspirations, and their genuine interest in me as a person stood out. It was scary because I’d never worked in a startup. I’d heard a lot of horror stories about startups, but the technology and people outweighed my fear.

On the day I signed my offer letter I learned the hiring manager I was going to work with had given notice. When I spoke to him, he assured me that while the match with Domino was not right for him, someone who values open, non-hierarchical structure would thrive here. The transparency and direct communication, even in the face of unexpected changes, reinforced my decision to join.

What is your approach as a manager?

On one hand, I do a lot of talking—many one-on-one’s with not just my own teams, but with customer success managers and sales engineers. When I’m not talking, I’m firefighting escalations and figuring out how to better handle difficult customer challenges with our support engineers. When my team encounters difficulties, I take on the responsibility to ensure they are equipped with the bigger picture and work collaboratively to resolve issues quickly, always keeping customer satisfaction as our north star. This approach ensures that my team feels empowered and supported, knowing that their challenges are acknowledged and addressed. By creating an environment where we all feel accountable to the customer, we can continue exceeding expectations and delivering value, no matter the challenge.

One of my first challenges as a manager was managing a teammate who was also a peer. He started as a contractor the same day as me, and we were good friends who had known each other for a long time. At one point he said to me, “You can be yourself to me. You don't need to use all this managerial language. Just say what it is.”

Now, if I have to tell somebody to do something, it's not about giving orders, but explaining the rationale behind tasks and the outcomes we aim to achieve. It’s all about, ‘This is why I want you to do it, because this is the result our customers need.’ It’s essential that every team member understands their work’s direct impact on the satisfaction and success of the customer. This method not only fosters understanding but also encourages buy-in from the team. I firmly believe that the right kind of pressure can drive growth, but it should never be overwhelming. My goal is to create an environment where my team is challenged for the right reasons, fostering both professional and personal growth.

Maintaining my technical expertise is another cornerstone of my management approach. Despite my managerial responsibilities, I stay deeply involved in resolving technical issues, which allows me to contribute meaningfully in departmental meetings. This involvement ensures that I remain connected to the core challenges my team faces and can offer informed guidance and support. Moreover, it sets an example for my team, demonstrating the importance of continuous learning and adaptation in our fast-paced industry.

You mentioned working with other teams. Tell us more about what collaboration looks like at Domino.

Collaboration at Domino is pivotal to our success and a key aspect of our work culture. As the first line of escalation, our team not only resolves a wide range of technical challenges but also ensures that every customer concern is treated with the urgency and dedication it deserves, often working closely with various departments to provide fast, comprehensive solutions. I empower my team to take ownership of projects, fostering their growth and reducing the need for further escalations. This empowerment is essential for building a resilient and capable team that can tackle any challenge independently. I am closely involved in observing patterns in various customer issues and sharing that information across multiple teams—this includes product, engineering, and reliability engineers, to find solutions through collaboration. I regularly meet up with the professional services team to share our findings and observations about how we can help improve internal processes.

Additionally, our team publishes numerous knowledge articles and utilizes a comprehensive search tool that integrates information from various platforms, including Google emails, Slack, and drives. This tool enables all teams to find answers independently, enhancing overall operational efficiency and reducing dependencies. New hires and teams unfamiliar with our processes are quickly brought up to speed, thanks to these resources, fostering a culture of self-reliance and continuous learning.

This collaborative environment extends beyond immediate problem-solving. It is about building a community where each team member feels valued and supported. By fostering strong inter-team relationships, we ensure that every member of Domino knows who to reach out to for specific issues, creating a seamless and efficient workflow. This approach not only enhances our ability to respond swiftly to customer needs—exceeding their expectations—but also strengthens our internal cohesion, making Domino a place where customer devotion, innovation, and collaboration thrive.