As the senior manager of operations on the Association Solutions operations team, Elsbeth Willis helps associations cut through the administrative weight that slows organizations down — configuring and maintaining their technology stacks so the tools they rely on are actually built around their strategy. Based in Austin, Texas, Elsbeth has spent the past five years at MCI USA bringing nearly 15 years of operations experience across associations, startups and events to work for clients. Read on to learn about what operations looks like from the inside, the mantra that keeps her steady and her true crime podcast that has now reached listeners in nearly 40 countries.

1. How did you get started in your profession?
During my time at the University of Edinburgh in Scotland, I joined a student-led nonprofit management consultancy group called FreshSight, which worked with local nonprofits to improve their business strategy. That was my first taste of operations and strategy in the nonprofit space, and I was hooked. I now have almost 15 years of operations experience across many industries including associations, start-ups and events.

2. What do you think is the most misunderstood part of your job?
Because operations roles are so unique to their organization/industry, it’s hard for most folks to understand exactly what we do. I always say that operations is the glue that holds an organization’s foundation together. Our role involves consistently learning new tools and technology to improve business processes, it requires client management and project management, and our role touches almost every department. We might not be as shiny as events and sales, but without a solid operations team, organizations cannot scale or increase revenue efficiently.

3. What’s the best piece of advice you’ve ever received?
My mom always says, ‘You can survive anything for a short period of time.’ I’ve always found it helpful to quantify difficult problems or stressful periods of time so that I don’t fall victim to overwhelm or anxiety. Essentially, you’re stronger than you think you are.

4. What’s a hobby or interest that brings you joy outside of work?
I am an avid reader and a published poet. Reading has always been a wonderful escape for me. I am fascinated by the subjective nature of language and how authors can play with language to express universal truths.

5. What’s something surprising that not many people know about you?
I created, produced and co-hosted a podcast called “Lawless Ladies,” which covers female criminals through history. It’s been listened to in 38 different countries on Spotify.