We’ve got a unique organizational structure.
In the early days, our structure was very traditional, with the usual departments and hierarchy. But it was way too much bureaucracy for a small company, and it didn’t reflect the reality — we work on pretty much everything collaboratively across department lines.
Then, we tried the inverted pyramid.
What we really wanted to convey was that we’re all here to serve our members, so we tried the “inverted pyramid” org chart. It shows how leadership supports management, who supports the front lines, who supports the members. It looked something like this:
That didn’t work either. The theory is good, but it accidentally said that most of the company isn’t here to serve the customer. It created a barrier between the customer and the rest of the team.
Now, it’s all about community first.
What can I do next to most improve the member experience or how we deliver it?
Every team plans their work around this one question. And now, our org chart reflects this focus. It helps clarify how everybody has a role in serving members — because they’re the center of our structure. Pretty much everyone works together with the customer at the center. (And there’s a little sub-chart that shows how management and the Talent team support the rest of the team.)
The real lesson? We’re still figuring it out.
We love to think about how we work — and how we work together. We’re always deep in self-examination, looking for ways to do everything better. And when we find something that seems like an improvement, we never hesitate to try it. We’re never afraid of change.