When I joined WRK Digital in July 2024, I knew stepping into an operational role at a small but fast-growing tech recruitment start-up would be a wild ride. And I was right – it’s been an adventure and a huge learning curve, not just about the company and the industry, but also about myself.
Starting an Ops function from scratch is no small task. It’s a mix of creating processes, problem-solving on the fly, planning for the future, and keeping up with the ever-changing needs of a growing business – which, to be honest, I love. I’m someone who enjoys having a hand in lots of different things, so this role is right up my street! I also cover HR and Office Management, with my favourite parts being employee wellbeing, building a great company culture, and of course, planning socials. It’s been exciting, sometimes challenging, and a little overwhelming at times. So, in the spirit of honesty, here’s a look at the highs and lows of my first six months in the role.
The Highs: What’s Been Great
Building from the Ground Up
One of the best parts of the job has been the chance to create processes that didn’t exist before. Many things needed to be started from scratch, often not even having been thought about. As someone who loves a structured process, I’ve enjoyed documenting and refining workflows to ensure we get things right every time moving forward. Often, you only realise something needs improving when it goes wrong, and knowing we are catching these early in the company’s life means our work should have a lasting, positive impact on many people down the line.
Making an Immediate Impact
In a start-up environment, small changes can make a big difference. I’ve been able to implement quick wins, such as taking administrative work off my colleagues so they can focus on recruiting rather than dealing with contracts, contractor queries, and payroll. Freeing up their time has been incredibly valuable, allowing them to get back to what they do best while ensuring operational tasks are handled efficiently.
Learning a Lot – and Fast
Being in Ops means you need to understand every moving part of the business. From compliance and finance to tech stacks and performance metrics, I’ve gained insights into areas I wouldn’t have touched in other roles. It’s been an incredible learning curve, and I can’t wait to keep filling those knowledge gaps I didn’t even know I had!
Working with an Ambitious Team
Recruitment consultants thrive in a high-energy environment, and being surrounded by driven, competitive people means there’s never a dull moment. The team moves quickly, and I’ve had to adapt to their fast-paced way of working, which I think has made me a bit sharper and more resilient.
Building Culture in a Small Team
With fewer than ten people working on a hybrid basis, integrating and bonding can be a challenge. I’ve been focusing on how to build a strong, well-connected culture, from planning regular socials to ensuring employee wellbeing is prioritised. Creating opportunities for genuine connection is crucial in a remote-friendly workplace, and it’s something I’m passionate about getting right.
The Lows: The Challenges of the Role
Creating Structure in Chaos
Start-ups are known for their fast-moving, often chaotic nature, and stepping into an operational role means trying to bring order to that chaos. Finding the balance between structure and flexibility is an ongoing challenge.
Resistance to Change
Not everyone loves process changes—especially when they’re used to doing things a certain way. Implementing new tools or procedures has sometimes met resistance, and part of my role has is to win people over, show the benefits, and support them through transitions.
Wearing Many Hats
Ops in a small business means being a jack-of-all-trades. One day I’m handling compliance, the next I’m troubleshooting an IT issue, then working on financial reporting or doing market research for our website. It’s exciting, but it can also be exhausting. Prioritisation has been key.
Finding My Value as a Non-Billable Team Member
One of the challenges I face is that I’m currently the only non-billable resource in the company. Unlike the recruitment consultants, I don’t directly bring in revenue, which means I have to be hyper-aware of the value I add in other ways. Whether it’s improving efficiency, freeing up my colleagues’ time, or ensuring the business runs smoothly behind the scenes, I need to continuously prove that my role is essential to the company’s success. It can sometimes feel like added pressure, but it also pushes me to be proactive, innovative, and always looking for ways to make a meaningful impact.
Balancing Trust and Accountability
I’ve been given a lot of trust and independence, which is great, but I also think having more accountability and direction would benefit me. I’m working on making sure I check in on the most valuable things I should be focusing on each week to ensure my time is spent in the best way possible.
Looking Ahead
Despite the challenges, I wouldn’t trade this experience for anything. The past six months have pushed me out of my comfort zone, and I’ve grown so much because of it. As the company continues to scale, I’m excited to refine our processes further, introduce more efficiency, and continue supporting the team in achieving their goals.
One of the most interesting aspects of this role is seeing how our amazing benefits and flexibility evolve as we grow. We have unlimited holidays and a “work when you work best/need to” approach, which has been especially beneficial for parents but is valuable to everyone. I’m curious to see if this model remains sustainable as we scale (and I really hope it does!).
If you’re thinking about stepping into an operational role in a start-up, my advice would be: be adaptable, expect the unexpected, and embrace the opportunity to build something meaningful. It’s not always easy, but it’s always interesting.