Throughout my career I’ve had the opportunity to lead and network with some amazing individuals and from time to time they have asked what it takes to move from Manager to Director. I think it’s one of the hardest transitions.
I’ve seen plenty of individual contributors get promoted to managers, not because they are solid leaders but because they are great contributors. They know what buttons to push, what processes to work through, and how to execute the role. Because of this, they see their value add to the organization in doing and executing vs. delegating or casting vision and this makes the transition into a director-level role incredibly challenging.
At a director level, or above, you need to be more comfortable delegating than doing. More comfortable making decisions than giving proposals, or possibly casting vision vs. following a direction. That isn’t to say those other skills aren’t still valuable and an important role in any job. However, the priority of these skills pivots and suddenly decision making > giving proposals, for example.
Here are a few tips that I’ve given to people looking to make the jump from Manager to Director.
One: Serve Your Team
The most important thing you need to know about leadership is that your primary job is to serve your team. Period. Bottom line. Notice that I didn’t say “directing is that your primary job…” or “managing” or even “holding people accountable…”. This can be applied at all levels, even as a manager, but the point is that you are there to serve.
What does that look like? It means keeping them informed of the larger trends in the organization they might not be aware of. Helping them see how their efforts are connected to the larger picture and the wins of the organization. Protecting them from outside forces that are toxic or counter-cultural to what you’re trying to achieve. Serving your team means that you realize they don’t work for you but you work for them and that means their success is more important than your own.
Two: Ask Questions and Listen
One of the greatest mistakes that new directors can make is thinking that they now need to have all the answers. People are coming to them to make decisions, and as I already highlighted decision making > giving proposals. Decision making is important but the best way to make decisions is to not just assume you have the right perfect answer out of the gate.
As a leader and director, you need to make sure you’re asking questions and lots of them. You likely aren’t in the weeds like you used to be and you also have a limited purview, we all do. So you need to take two steps 1) ask questions and 2) actually listen. Don’t listen to confirm your original answer. Don’t listen to poke holes and show weaknesses in the answers given. Listen to understand and see the issue from another person’s perspective. You likely know your perspective backward and forwards, but you need to do the heavy lifting of trying to see from another person’s perspective. That only happens when we get comfortable asking questions and then actually listening.
Three: Pull Your Head Up
As an individual contributor, and as a manager, you likely added value by looking down. Looking at your particular job and executing it well. Looking in on your team and meeting the needs of your direct reports. As a director though, you need to pull your head up and look around. This isn’t to say you stop paying attention to your team (see above about serving and listening!), but as a director you need to stop only looking at your team and consider the larger lay of the land.
You need to lift your head up and see how your team is interacting with other teams and how they are perceived amongst those teams. You need to lift your head up and see where you and your team sit in your field. Are you on the cutting edge or way behind, or do you even have access to what others are doing in your field? You need to lift your head up and try to understand where your team, organization, and field are going. What’s up next and how are you and your team going to get there? As a director you need to get comfortable casting vision and to do that you need to be looking towards a horizon, not at the details of the ground in front of you.
Moving from a manager to a director is hard. It’s a large pivot, that requires new skills, especially if leadership wasn’t a focus in your manager role. However, if you realize that what made you successful as a manager won’t make you successful as a director, then you are taking the first steps to jump to director!
Dan Smitley is a regular contributing CCNG member, he is a WFM evangelist, public speaker, and industry expert who has been in the contact center space for over 20 years.
