Gursh / 2026
Internal application
I know
the
operation.
Now I want to improve
the systems behind it.
The shift
Operations.
Systems.
Automation.
Data.
AI.
Improvement.
Operations
×
Technology
The intersection
This is where I want my career to go next.
I already know one side of it.
I work in Payouts and now lead a team, so I know the people, processes and pressures behind the work.
Then there’s the technical side.
I studied Software Engineering and I’ve always enjoyed building things.
More recently, I’ve found myself looking at the problems we deal with every day and wondering whether systems, automation, data or AI could help.
That’s why Technical Operations makes sense to me.
Inside the operation
I lead within it today.
I currently lead a Payouts team, so these aren’t problems I’m looking at from the outside.
I see the day-to-day reality of the process — leading a team, coaching, managing performance, allocating workloads and dealing with escalations.
That experience has taught me that improving performance isn’t always about asking people to work faster.
Sometimes the process itself needs to work better.
“Why are we doing this manually?”
Payouts / 01Payout confirmations arrive through shared inboxes, then someone has to process and record the same sort of information each time.
“Why are we checking this again?”
Payouts / 02Agents keep checking documents and statuses to work out what’s changed and what still needs doing.
“Why can’t the system do this?”
Payouts / 03Someone often has to spot the snag or update, then connect it back to the right application.
“Why are we typing this again?”
Payouts / 04The same information gets typed more than once. Better-connected systems could cut some of that out.
So I started
building.
The more problems I came across, the more I wondered what could be done differently.
So I stopped just thinking about them and started trying to build something better.
I used what I knew from Payouts and what I’d learnt from Software Engineering. Then I started experimenting.
Built / not just interested
Show meWhat I already bring
Evidence,
not just
intent.
I’m already doing parts of this now — just across different areas.
I know the operation. I lead people. And I build things.
Operations
I’m currently a Payouts Team Leader, so I understand the workflows, escalations, KPIs, SLAs and day-to-day problems.
Leadership
Leading a team, coaching, managing performance, allocating workloads and dealing with escalations.
Technology
I studied Software Engineering and I’ve built custom software, CRM and business systems using SQL and data.
Automation
I’ve been learning Make hands-on, along with APIs, webhooks and how different systems connect.
Data
I’m comfortable with SQL and Excel, and I’ve worked with dashboards, KPIs and operational reporting.
AI
I use ChatGPT and Claude for development, solving problems, testing ideas and improving workflows.
The intersection
What I think I bring that’s different
I understand the problems because I work with the people doing the job.
Then the technical side of me starts asking:
01Does the process need changing?
02Could the CRM handle this better?
03Could this be automated?
04Could better data make the decision easier?
05Could AI remove some of the repetitive work?
I don’t think technology is always the answer.
Sometimes the process just needs changing.
But I want to get better at knowing when the system can help — and actually being able to build the solution when it can.
The destination