Opener: Chief of Staff–An unexpected journey
Summary
“There’s something about the title or the idea of the chief of staff that seems to be in the zeitgeist.” — Chris Whipple, “The Gatekeepers” The role of Chief of Staff is trending across all industries, but for some the journey is unorthodox and may require good timing and a strong pitch to create the role. Add to the adventure that no two Chief of Staff roles are likely to be the same. Lisa will share her journey from UX to Design Ops to Chief of Staff, including some of the methods that she uses to make her way: be the beacon, spread the light, and support your team, even in times of high anxiety.
Key Insights
-
•
A liberal arts background, including literature and storytelling, can uniquely prepare one for the communication demands of a chief of staff.
-
•
Chief of staff roles vary widely; no single job description fits all, and responsibilities often shift with organizational needs.
-
•
Early career behaviors such as offering to take on tasks and connecting people are strong indicators of chief of staff potential, as Lisa’s former manager Carol observed.
-
•
Adaptability to change, like embracing multiple reorganizations and new skills (SQL, UX), is crucial for success in dynamic organizations.
-
•
Design thinking and UX methodologies provide transferable skills for problem solving and communication in chief of staff work.
-
•
The chief of staff role often acts as a proxy or stand-in for the leader, managing day-to-day operations and ad hoc strategic initiatives.
-
•
Effective chief of staff communication balances confidentiality with transparency and must be tailored differently for senior leaders, peers, and teams.
-
•
Self-care techniques such as meditation, journaling, and setting boundaries are essential to prevent burnout in this high-stakes, high-pressure role.
-
•
Organizational growth and maturity influence the timing and necessity of adding a chief of staff to enable leadership focus on strategy.
-
•
Physical metaphors like the disco ball help illustrate the chief of staff’s role as a beacon—visible yet behind the scenes—and the need for creativity under constraints.
Notable Quotes
"Almost immediately when I started, I would say, oh no, let me take that or I can do that. And then I did."
"You can control what happens to you but you can control how you respond to it."
"I wasn’t planning to learn SQL scripts but I did. And it was fun. It was a new language."
"Being a chief of staff means remembering and helping other people get their shit done."
"I am the shock absorber for everything that’s happening so my boss can focus on bigger priorities."
"Practice levity because coming in every day is hard work and we need to laugh."
"Communicating as a proxy for a senior leader taught me how to tailor messages for different audiences."
"If you don’t have 10 minutes to meditate a day, you actually need to meditate for an hour."
"I made a disco ball glow using a banana holder because I couldn’t hang it — creative solutions under constraints."
"Most chiefs of staff burn out in two years, so it’s important to be clear with yourself and your leader about your goals."
Or choose a question:
More Videos
"You either give money as an unprofessional civilian or you do your job and offer professional services to help the crisis."
Xenia Adjoubei Sean BruceEmpowering Communities Through the Researcher in Residence Program
March 29, 2023
"My definition of service design is dancing with needs and value."
Tamara KartoziiaThink global, adapt local: how service design accelerated B2B market entry by 6 months
November 20, 2025
"MidJourney’s dataset reflects stereotyped images because it’s based on internet image results without specific instruction."
Jay BustamanteNavigating the Ethical Frontier: DesignOps Strategies for Responsible AI Innovation
October 2, 2023
"Speculation fills in the gaps where past experience fails us, often seen in hesitation or pauses."
Nicole AleongFuture Orientations to Everyday Life: Futures Anthropology as a Methodology
March 26, 2024
"Be curious, keep learning, and believe you can make a difference in sustainability."
Nick LewisDesigning and building low-carbon websites independently
November 18, 2025
"We’ve enabled exposure hours for our entire teams, taking the heat off our recruiters."
Vicky Teinaki Michele Marut Tim ParmeeShort Take #3: UX/Product Lessons from Your Industry Peers
December 6, 2022
"Conflict resolution skills include self-regulation, acknowledgment, asking exploratory questions, and deep listening."
Laura WeissTurn Down the Heat: 3 Ways to Handle Conflict in the Moment
November 20, 2024
"The tool enables designers and product managers to generate high-quality context and user requirements without dependency on user access or research skills."
Joerg Beringer Thomas GeisScaling User Research with AI: Continuous Discovery of User Needs in Minutes
June 10, 2025
"Be present, put devices down, turn off Slack notifications, and really engage."
Shelby SwitzerMaking Space for Community Knowledge-sharing in a Distributed World
December 10, 2021
