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Challenges/Gordian Software/Operations Manager/Operations Challenge

Operations Challenge

Service Level Resolution

Operations
Customer Experience
Process Improvement
SLA
Management Trouble Shooting
Estimated Time:
2 minutes
Difficulty:Intermediate
Status:Not started
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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

Creative Problem Solving & Accuracy-25%Systems Thinking & QA Design-20%High Agency & Ownership-20%Automation & AI Fluency-15%Customer Empathy & Communication-15%AI usage & Transparency -5%

What to Submit

Please submit:

  1. 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

Video · 2 min maxRequired

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:

  1. Your first 24 hours: What would you look at, and who would you talk to, to understand what's really causing the slip?
  2. 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
  3. 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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