46. From Chaos to Clarity: How Nineveh Madsen Scaled SupraHuman with Smarter Ops

The Ops Experts Club Podcast

SUMMARY:

In this episode of The Ops Experts Club Podcast, we sit down with Nineveh Madsen from SupraHuman, who shares her unique journey from broadcast journalism to tech and finally to operations, where she made a transformative impact. Nineveh details how her operational insights helped SupraHuman pivot from a brick-and-mortar gym to a fully virtual fitness service just before the pandemic struck, allowing the business to thrive online. She discusses her approach to operations as more than just processes—it’s about architecture, optimization, and scalability. Drawing from her background in SaaS, Nineveh explains how she “productized” SupraHuman’s services, overhauled their tech stack, and applied critical operational methodologies that support sustainable growth.

We explore the importance of strategic tech stack selection, specifically her use of HubSpot across various departments, and how she designed workflows that integrate with their customer service and coaching teams. Nineveh also emphasizes the vital role of RevOps in driving revenue growth, cautioning against quick-fix tools and the “shiny object” trap, which can lead businesses into inefficiencies. For anyone looking to scale operations thoughtfully, this episode offers valuable lessons on the intersection of technology, process, and sustainable growth.

Minute by Minute:

0:00 Introduction

6:06 Nineveh’s history with the company

10:43 A lot of great marketers don’t understand the back end

23:43 A bottom up approach vs top down

27:37 How much is too much change to an organization?