The Quiet Expert:
How operational leaders can own their value without shouting.
There is a fundamental paradox when working in operations. That everything goes smoothly is the expected status quo, which often means that all the work you do in the background goes unnoticed. The true meaning of excellence, therefore, is the invisibility of that work.
For many years as a teenager and in my twenties, I was a hockey goalkeeper. It was a role I fell into - basically I worked my way back on the pitch until I couldn’t get any further, but there I found my niche. People think that the role of the goalkeeper (any goalkeeper) is to keep the ball out of the net. And whilst they are right, they miss the unique perspective that the goalie has - which is actually where their true skills lie.
The goalie is the only player on the pitch who has the full view of what is going on. They only look forward, surveying the whole team, and they see the game unfold in front of them. The truly skilled goalie, therefore, (and I am not counting myself among these) is actually responsible for controlling the game as it unfolds, and trying to ensure that the ball never reaches the goal in the first place.
In many ways, this is like the role of operations. You get to see how things unfold, observe the results and quietly course correct to ensure that the company hits its goals (different kind of goals - same great feeling). The problem is, that this kind of work can often be undervalued or overlooked, leading to the individual wondering if all their hard work has gone unnoticed.
So how do you not only ensure your value is appreciated but also build a clear record of your progress, allowing everyone to learn from your impactful actions?
Introducing the Quiet Expert framework
1. Track your triumphs:
As operations professionals, you inherently understand the power of Key Performance Indicators. You're adept at charting progress against company objectives and evaluating the success of implemented strategies. This analytical mindset is your superpower when it comes to showcasing your own contributions. Whether you're implementing a new system, rolling out a crucial policy, or even maintaining seamless daily operations, you instinctively know the metrics that define success. Identify these key indicators and diligently track them. Don't wait for a request; proactively measure the impact of your work. This data will form the backbone of demonstrating your value.
2. Showcase your success:
Your operational toolkit is already rich with powerful communication tools: dashboards that visualise performance, playbooks that codify best practices, and process maps that illustrate complex workflows. Now, leverage these tools to explicitly demonstrate the impact of your work. Remember, this isn't just about gaining recognition (although that's a welcome outcome!). It's also a vital opportunity for team- and company-wide learning. By clearly and accessibly presenting your work and its tangible results, you empower others to understand and contribute effectively, amplifying the overall impact.
3. Share your insights:
You do this already - anyone working in a central function can’t get away with staying silent. But this doesn’t need to feel show-offy and uncomfortable. To truly embody the "quiet expert" approach, focus on communication that fosters understanding and collaboration, rather than self-promotion. Seek feedback actively. What resonates with different teams and individuals? What could be improved? By genuinely involving others in the conversation, you not only keep them informed but also demonstrate a commitment to making things work effectively for them. This humility and adaptability will earn you far more respect and influence than simply broadcasting your achievements.
4. Elevate your expertise:
Think back to that goalie, watching the game unfold in front of them. Every play, every decision, offered a learning opportunity. Similarly, each impactful action you take provides invaluable insights into what works, what doesn't, and how to navigate future challenges. By consciously measuring, documenting, and communicating your impact, you create a powerful feedback loop that fuels your professional growth. The more effectively you can demonstrate the tangible results of all your hard work, the more you solidify your reputation as a knowledgeable and indispensable leader.
And you haven’t had to raise your voice once.
If there is one lesson I am learning as I get older, it is that the best (and often the only) person to talk about you, is you. And whilst that may feel uncomfortable, it is an essential part of communicating who you are and what (great) value you are adding. The Quiet Expert framework is designed to help make that conversation feel a little less uncomfortable and support you in your journey to become the expert you are destined to be. Good luck!