Operations Challenge
Service Level Resolution
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What You'll Be Doing
You're helping run operations for a product with a clear service-level expectation: most customer or internal tickets should be resolved within 2 hours.
Over the last few weeks, the average resolution time has slipped to almost a full day, yet ticket volume hasn't obviously spiked. Some people blame "tool slowness," others say requests are "more complex now," but nobody has a clear, data-backed explanation.
We're looking for real-world operational thinking, not theory --- assume this is happening in a small, fast, high-accountability team.
Record a video walking us through how you'd diagnose this problem, what you'd do to stabilize it, and how your approach reflects how you like to work.
Challenge Guidelines
Assessment Format:
- Response: 1 continuous video
- Time limit: Up to 2 minutes
- Artifacts: None
Values to Reflect: We're looking for:
- Ownership
- Impact & Reliability
- Sharp, Curious, Fast
What You'll Accomplish
Demonstrate operational triage and diagnostic thinking
Show bias to action with practical, low-friction solutions Apply systems thinking to create repeatable fixes
Exhibit ownership, curiosity, and reliability orientation
Apply systems thinking to create repeatable fixes
How Your Work Will Be Scored
What to Submit
Please submit:
- Video Recording (up to 2 minutes):
- One continuous recording addressing all three parts of the scenario
- Ensure audio and video quality are clear
- No editing needed - we want to see how you think on your feet
Video Recording
Format: .mp4, .mov, .webm
Requirements:
- One continuous recording addressing all three parts of the scenario
- Ensure audio and video quality are clear
- No editing needed - we want to see how you think on your feet
Content to address:
- Your first 24 hours: What would you look at, and who would you talk to, to understand what's really causing the slip?
- One concrete stabilization step: Describe a specific change you'd try in the next few days to improve resolution time --- something you can drive even without new headcount or engineering support
- How this shows how you operate: Connect your approach to how you like to work --- for example: taking ownership, reducing chaos, and making processes more reliable over time
Values we're looking for:
- Ownership
- Impact & Reliability
- Sharp, Curious, Fast
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