Gillian Fitzgerald
Customer Experience Manager, Slack
Gillian Fitzgerald is the Customer Experience Manager at Slack. In this article we’ll explore her recent transition into a leadership role with Slack. We will discuss the challenges she has faced, the setbacks, how to navigate a new team as well as how she stays mentally healthy.
What prompted you to get into tech?
At university she took a Digital Marketing module which looked at innovation and exciting product developments in the technology sector. Since then she’s been intrigued by the pace of change in the tech industry and the advancements that are possible.
Did you always plan to move into leadership?
Gillian started off her career as a Customer Services Agent with Slack. She had led a team in the past which she really enjoyed. She has always aspired to lead a team but hadn’t admitted it to herself. Managers helped her admit this passion and take practical steps towards becoming a manager.
Were there any additional skills you had to learn?
Gillian completed an IC to Manager programme at Slack before moving onto her manager role. She learnt about coaching, how to have difficult conversations and problem solving. A manager has to use all these skills and more so constant growth and improvement is paramount.
What about the challenges you faced moving into leadership?
Moving from a peer to manager role can be daunting. Even if you know the organisation well as did Gillian it is still a big change. Gillian spent a lot of time 1:1 with her team hearing their concerns. Ultimately, having an honest and open culture has helped with the team’s success.
What are the benefits of team work?
Having frank conversations with each other helps to align as a team. Having an open space where people can talk is really valuable. However, it does take a long time to combine all these things.
How do you feel about set backs?
A setback sometimes can inspire us to do better. In our current climate we’re all experiencing some form of setbacks whether personally or professionally.
How important is resilience to you?
As a leader resilience is so important. Gillian explained that she can tend to be her own worst critic. Gymnastics taught her perseverance and resilience. She tries to think ‘what’s the worst thing that can happen’ and has a grateful mindset. Keeping physically fit is very important for her mental health routine.