Talent Role Spotlight: Talent Operations

recruiter spotlightMedallia’s Talent team consists of three parts: Recruiting (Recruiters, Sourcers, and Coordinators), Employer Branding (focused on branding, outreach, and campus recruiting), and finally, Talent Operations. This team includes Matt Frost, focused on the candidate experience, and Kwabena Asiedu, who focuses on recruiting optimization.

Talent Operations is an emerging role in recruiting. Kwabena says that this is due to the changing perspective of talent acquisition. Today, recruiting is considered a key business component and a competitive advantage. There’s also been a shift in how companies approach talent acquisition -- now thinking about it like a sales or marketing operation. Talent teams are applying the techniques of sales and marketing orgs to engage talent, to navigate the process as a recruiting cycle, and to measure performance.

As Head of Talent Operations, Kwabena is responsible for implementing, managing, and optimizing these operationalized practices. In true Medallia form, his team is always looking for ways to improve how it finds, engages, and recruits talent. The goal of Talent Operations is to make the recruiting team successful, as well as enable Medallia as a whole to be better at Talent Acquisition.

Kwabena uses industry-wide benchmarks as a guide, but knows these aren’t always the right metrics to measure performance or drive decisions. Each organization will have different recruiting cycles. However, companies should using recruiting data to identify room for improvement and to predict outcomes. The data, he says, forces the team to ask more questions rather than give concrete answers.

Some of the questions Kwabena asks: How do we best use our time? How do we ensure that we get the best candidates in that time?

“If you have an estimate that it takes 30 applicants to get to one hire, that’s not telling you if it’s good or bad. It tells you how much effort and time it takes to make a hire, and your focus should be getting the best applicants at the top of the funnel. We start to experiment with things we can improve early on.”
Kwabena Asiedu

Kwabena Asiedu

Talent Operations Manager at Medallia

“Industry metrics, like time to fill or cost per hire, are still relevant, but for us they do not give us good insight into performance. So we also look at interviewer engagement; how involved are our interviewers and managers, and our conversion rates at each stage of the interview process. Our goal is getting tighter on things like that. We ask things like, how do we use time and resources better when we put candidates on site, and what does that look like for candidates when they are on site?”


In the future, the Talent Operations team hopes to be successful, proactive business partners to the organization. By collecting the data now, they are beginning to understand what goes into making a great hire.

Using Greenhouse helps the team track meaningful data. “When we started researching systems,” Kwabena says, “we wanted something that was user intuitive, had a stable architecture, and was thoughtful about reporting.” Greenhouse’s reports were targeted and specific, but they were also aligned with what Medallia was interested in measuring.

For example, interviewer engagement and activity reports allow Talent Operations to understand where business partners and recruiters are spending most of their time. Monitoring how long it takes to get interviewer feedback allows them make modifications to the process, like adjustments to the Scorecards or a new interviewing team, in order to optimize efficiency.  Finally, Kwabena loves the Pipeline Report, which shows how many people are needed at each stage of the process to know that the team will be successful in its search.

This data-driven approach is complemented by the strong recruiting culture at Medallia. “More often than not, our business partners want to get better. Our culture is very collaborative and open. Recruiting is one of the most important things we do here, and everyone deeply cares about finding the right talent and making sure they have a great experience here.”

  Talent Operations - Optimize The Recruiting Process

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Recruiting Metrics