Establishing Product Ops
Driving Scalable Growth and Operational Excellence
“ Partnering with Chris has been transformative. His collaborative and pragmatic approach reassured us we were heading in the right direction, even amidst rapid change. ”
— Kit Randhawa, Director of Product Ops
Driving Scalable Growth and Operational Excellence
Key Achievements
Launched the new Product Ops Function: Built a high-performing Product Ops team to support Reward Gateway Edenred’s growth.
Developed Operating Models: Established clear frameworks for interactions between the product team and global business clients.
Accelerated SaaS Transition: Streamlined processes to enable rapid scaling while supporting sustainable operational change.
Enhanced Business Client Experience: Introduced a ‘Business Client Operating Playbook’ with actionable guidance for implementation and ongoing operations.
When Reward Gateway, a leading technology company in the employee benefits space, was acquired by Edenred in a $1.4 billion deal, it marked a transformational moment. With a mandate to expand their platform to several new geographies, Reward Gateway Edenred faced the challenge of rapid scaling while transitioning to a new SaaS business model.
While their product and technical capabilities were strong, the operational foundation needed to support such rapid growth was underdeveloped. Enter Product Operations—a function introduced to address the challenges of rapid scaling, establish a sustainable product operating model, and align cross-functional teams with strategic objectives.
“ Chris’ ability to quickly understand our organisational structure and operational challenges was invaluable. “
— Laszlo Kardos, Chief Product Officer
Challenge: Scaling Without Compromise
Reward Gateway Edenred’s Global Product Platform organisation had evolved organically over 15 years, primarily serving clients in the UK, US, and Australia. While effective in its current form, the teams lacked the structured operational approach necessary for scaling to new geographies.
Key Challenges
Opportunity for Standards: Formalising product practices and operational activities presented a significant opportunity to support and sustain ambitious growth goals.
Global Client Complexity: Scaling required seamless collaboration between the product team and a diverse set of senior business stakeholders.
SaaS Transition Demands: Moving to a new business model added pressure to standardise and streamline operations to support new and existing clients.
To overcome these hurdles, Reward Gateway Edenred needed more than just technical expertise—they required an operational strategy that would drive efficiency and scalability.
Author: Kit Randhawa, Director of Product Ops
In January 2024, Chris Compston joined as an experienced Product Ops leader, collaborating with myself the Director of Product Ops and other senior Product, Business and Technology stakeholders, to lay the foundation for success.
Together, we developed a multi-faceted strategy focused on:
Building the Product Ops Function:
Created a team of experts to lead and support operational excellence
Defined clear operating principles and focus areas to drive alignment
Set clear goals with the aim of maximising the organisation's performance and impact
Introducing Operating Models:
Developed new models to standardise the interface between the product organisation, its teams and business clients. This included a comprehensive ‘Business Client Operating Playbook’ to provide guidance during implementation and ongoing business operations;
Product Intakes: Streamlined process for new product opportunities, change requests, customer feedback and issues
Product Support: Defined escalation pathways and service standards.
Product Communications: Ensured transparent updates to teams and clients.
Product Releases: Standardised release procedures for platform updates.
Providing Strategic Advisory:
Offered ongoing support to the Director of Product Ops, Chief Product Officer (CPO) and Chief Technology Officer (CTO) and other senior business leaders.
Partnered with business and technology leadership to address broader organisational challenges beyond the Product Ops core focus.
Facilitated cross-functional alignment and encouraged innovation by identifying opportunities to streamline operations and unlock value across teams.
Solution: Establishing a Scalable Product Ops Framework
Impact: A Platform for Sustainable Growth
By the end of 2024, the introduction of Product Ops and the rollout of the Operating Models had transformed Reward Gateway Edenred’s operational capabilities.
Results Achieved
Improved Client Interactions: The Business Client Operating Playbook streamlined collaboration, enhancing client satisfaction and reducing friction.
Accelerated SaaS Transition: Clear processes and scalable frameworks enabled faster onboarding of new clients and markets.
Empowered Product Teams: With operational clarity, cross-functional teams could focus on delivering strategic outcomes.
Setting the Stage
for Global Success
Conclusion
Chris’ leadership was instrumental in establishing Reward Gateway Edenred’s Product Ops function and operational frameworks. His ability to deliver results while developing strong collaboration and continuous improvement has left a lasting impact on the organisation.
As Reward Gateway Edenred accelerates its global expansion and SaaS transformation, the foundations laid during this engagement ensure long-term scalability and operational excellence.
Client Testimonials
Kit Randhawa
Director of Product Ops
“Partnering with Chris has been transformative. His collaborative and pragmatic approach reassured us we were heading in the right direction, even amidst rapid change. Without his guidance, the Product Ops function would not have been as impactful as we’d hoped.”
Laszlo Kardos
Chief Product Officer
“Chris’ ability to quickly understand our organisational structure and operational challenges was invaluable. His work has set us up for a successful future and it was a pleasure to experience this firsthand.”