Ops Cast From Promise-Making to Promise-Keeping: Why Great Ops Starts with the Customer Journey with Julie Hamada
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What happens when an Ops leader thinks like a marketer?
In this episode of Ops Cast, Michael Hartmann sits down with Julie Hamada, Chief Operating Officer at Monarch Dentistry, to explore the connection between marketing, operations, and customer experience.
Julie’s path from marketing into operations shapes how she leads today. She views marketing as promise-making and operations as promise-keeping, and she focuses heavily on retention, customer psychology, and the full journey from first touch to long-term loyalty.
This conversation challenges the way many organizations think about growth. It looks at why retention is often overlooked, how operational design directly impacts customer experience, and why some of the most valuable insights come from conversations rather than dashboards.
Topics covered include:
• The transition from marketing into operations and executive leadership
• Why the gap between marketing promises and operational delivery matters
• Retention vs acquisition and why most companies get the balance wrong
• Designing operations around the full customer or patient journey
• How understanding human behavior improves internal leadership
• The limits of dashboards and why conversation-driven leadership matters
• Practical ways to break down silos between marketing, ops, and frontline teams
If you’re leading or working in Marketing Ops, RevOps, or business operations, this episode offers a different lens on growth. One that starts with the customer experience and works backward into systems and execution.
Be sure to like, share, and subscribe to Ops Cast, and join the conversation at MarketingOps.com.
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