How do you manage underperformance in your team?

Situation:
In my role as a SaaS Product Manager at a mid-sized software company, I noticed that one of my team members, who was responsible for user onboarding, was consistently missing key performance indicators (KPIs). For the last two quarters, the onboarding completion rate had dipped from 85% to 65%, resulting in lower customer satisfaction scores and increased churn for our subscription service.

Task:
My primary goal was to identify the root causes of this underperformance and implement a plan to support this team member, ensuring that the onboarding process would improve and align with our user retention objectives.

Action:

1. Conduct a One-on-One Assessment: I set up a private meeting with the team member to discuss their challenges in the onboarding process. During our conversation, I learned they felt overwhelmed by the volume of customer inquiries, lacked clarity on the onboarding process, and had not received sufficient training on our latest software updates.

2. Implementation of Support Resources: After understanding the issues, I organized a series of training sessions focused on our product’s latest features and best practices for effective onboarding. Additionally, I created a detailed onboarding playbook that outlined step-by-step instructions and troubleshooting tips to streamline the process.

3. Regular Progress Check-Ins: I established bi-weekly check-ins to monitor progress and gather feedback on how the new training and resources were impacting their work. This allowed me to adjust our strategy, provide additional support, and celebrate small wins together to boost morale.

Result:
As a result of these actions, the onboarding completion rate rose to 80% within three months. We also observed a 15% increase in customer satisfaction scores related to the onboarding experience. The team member expressed renewed confidence in their role, which significantly improved their engagement and performance. Overall, the initiative not only enhanced individual performance but also contributed to a more seamless onboarding experience for our customers.

Through this experience, I learned the importance of understanding individual challenges and providing targeted support while fostering an open communication environment to encourage growth.

Situation:
In my role as a product manager at a mid-sized FinTech startup, I noticed that one of our key developers was struggling to meet project deadlines and producing lower quality code for our mobile banking application. This was particularly concerning as we were preparing for a critical product launch that required seamless performance from our engineering team to enhance user experience.

Task:
My primary responsibility was to ensure that the product was launched on time and met the high standards expected by our users. I needed to address the developer’s underperformance quickly and effectively to maintain our project timeline and product quality.

Action:

1. Conducting a One-on-One Meeting: I scheduled a private meeting with the developer to discuss their performance. I approached the conversation with empathy, aiming to understand any underlying issues affecting their work.

2. Identifying Barriers: During our discussion, it became clear that they were feeling overwhelmed with the complexity of the tasks and lacked clarity on requirements. We co-created a more detailed and segmented work plan to provide clearer milestones and expectations.

3. Providing Resources and Support: I arranged for additional resources to support them, including a pair programming session with a more experienced colleague. I also recommended some online courses focused on the specific technologies we were using, which they could complete at their own pace.

4. Setting Regular Check-Ins: I established weekly check-ins to monitor their progress, provide guidance, and adjust goals as necessary. This ensured they felt supported and had regular feedback on their work.

Result:
As a result of these actions, the developer’s performance improved significantly over the following months. They not only met the revised milestones but also received positive feedback from senior engineers on their code quality. Our mobile banking application was launched successfully on schedule, and within the first two months, we saw a user adoption rate of 30% higher than projected, translating into a 15% increase in revenue from transaction fees. This not only boosted team morale but also solidified my commitment to fostering a supportive and growth-focused team environment.

Closing Statement:
This experience reinforced the importance of communication and support in managing underperformance. By understanding the root causes and providing the right tools and guidance, I learned that we can turn challenges into opportunities for growth.

Situation:
In my role as an E-Commerce Specialist at XYZ Retail, I observed that one of my team members, who was responsible for managing A/B testing on our product pages, was consistently missing deadlines and delivering subpar optimization results. This was troubling because our testing directly impacted our conversion rates, and I knew the team had more potential. It was crucial for me to address this before it affected our overall sales performance.

Task:
My primary goal was to identify the underlying issues causing the underperformance and support my team member in improving their productivity and output quality. I needed to ensure that A/B testing was not only timely but also effective in driving key performance indicators (KPIs) such as conversion rates and customer engagement.

Action:
To address the situation, I took the following steps:

1. Observation and Diagnosis: I started by closely monitoring the team member’s current projects and scheduling a one-on-one check-in to discuss their challenges. During our meeting, I discovered they were overwhelmed with other responsibilities and uncertain about specific testing methodologies.
2. Setting Clear Goals and Providing Resources: After understanding their situation, I helped them set clear, attainable goals for their A/B tests, like increasing the conversion rate by 15% within the next quarter. Additionally, I provided resources, including relevant training sessions on A/B testing best practices and easier-to-use tools that could streamline their workflow.
3. Regular Feedback and Support: I implemented weekly catch-up meetings to review progress and provide constructive feedback. During these sessions, we analyzed the results of their tests together, celebrated wins, and worked to address any setbacks collaboratively.

Result:
Within three months, the team member’s performance dramatically improved, leading to a 20% increase in our conversion rates on the tested product pages. Their newfound confidence and clarity allowed them to deliver projects on time consistently. The experience also resulted in a more cohesive team environment as we began sharing testing insights and supporting each other’s initiatives more effectively.

This situation reinforced the importance of open communication and support in team dynamics. By actively engaging with my team members, I can help them thrive and contribute meaningfully to our e-commerce goals.

Situation:
At my previous company, a mid-sized B2C eCommerce platform, I was tasked with leading a team of marketers focused on lead generation. One of my team members, a junior lead generator, was consistently underperforming. Their weekly lead numbers were falling significantly short of the targets, which were set at 150 qualified leads per week. Over the past two months, they averaged only 80 leads per week. This was impacting our overall sales pipeline, and there were concerns about missed revenue opportunities.

Task:
My primary goal was to identify the root cause of the underperformance, provide the necessary support to improve their output, and ultimately increase their contribution to the team’s lead generation goals.

Action:

1. One-on-One Discussion: I scheduled a candid one-on-one meeting with the team member to discuss their performance. I aimed to create a safe space for them to share any challenges they were facing. During our conversation, I discovered they were struggling with the new marketing automation tool we had recently implemented.

2. Training and Development: Based on their feedback, I organized a hands-on training session focused on the marketing automation software. I also developed a resource guide that included best practices for using the tool effectively. Additionally, I paired them with a more experienced colleague for weekly check-ins and knowledge sharing.

3. Setting Incremental Goals: After the training, I worked with them to set achievable weekly goals, starting with a 20% increase in leads for the first month. This helped them feel more motivated and gave them clear targets. I also ensured we had bi-weekly follow-ups to monitor progress and provide ongoing support.

Result:
Within six weeks, the team member’s lead generation output improved significantly. They consistently exceeded the set goals, averaging 135 leads per week by the end of the second month, and ultimately hitting 160 leads in their best week. This not only boosted their confidence but also positively impacted our overall lead generation performance, driving a 25% increase in qualified leads entering the sales funnel.

Through this experience, I learned the importance of addressing underperformance with empathy and providing appropriate resources for development. It reinforced my belief that clear communication and targeted support can turn around challenging situations in team dynamics.