How to succeed as a chief of staff

The chief of staff is a critical but often misunderstood role. Sometimes amorphous, the responsibilities vary from organization to organization and can depend a lot on the principal or executive you’re working for. So what do you need to know about the role — and what should you be thinking about if you’re interested in being one, or hiring one? Margaret Richardson, chief of staff to Devex’s president, gathered together peers from the international development sector to discuss the role, what it takes, and what to think about when matching a principal with a chief of staff. Although people often confuse the role of chief of staff with that of an executive assistant, “it’s a significant step up,” according to Nellie Simmons, chief of staff for the president of Africa at Pathfinder, who previously served as EA. In their previous role, “there was less management of the broad office,” Simmons said. “As an executive assistant it was primarily making sure the schedule was up to date, making sure [the president’s] flights were arranged, making sure that the meetings … [were] scheduled, but I wasn’t simultaneously ensuring that the external engagement items were happening, that the visibility was there, that she was connected with the right donors, and that she knew [all that] was happening within her office,” including “keeping track of the team under her,” they said. Richardson said that chiefs of staff are often described as “gatekeepers” to the executive, with Simmons agreeing that part of the job is “keeping track of problems that need to be elevated to her versus problems that don’t.” The chief of staff role can vary depending on the type of organization, however, and often involves balancing numerous elements from internal and external communications to strategy and staff management. Gavin Gramstad, special assistant to the executive director of the World Food Programme, said his role is more political. Due to the dynamics of the United Nations, a big part of it is navigating internal politics and being “a protector and an advocate” for your executive within the organization — including figuring out “who really is here to help us meet the stated objective of feeding kids around the world, and who’s here to kiss ass,” for their own purposes, and ensuring that every meeting or trip in his calendar is a valuable use of his time. Danielle Lam, formerly chief of staff to Mike Froman at Mastercard, said the role typically encompasses four key buckets of responsibilities: staffing, strategy, being the executive’s “eyes and ears” in the organization, and driving culture. “There’s a lot of soft power in terms of making sure the culture is moving forward [and] making sure the principal is seen the way the principal wants to be seen in the organization. … It’s hard to put [that] in a job description … [and] to find the right talent who understands that,” she said. Lam followed Froman to the Council on Foreign Relations, where she now serves as managing director of partnerships and strategy. “I think that is another demonstration of how a chief of staff role can evolve,” she said. One of her biggest tips for starting a new role like this is to be as open as possible and make an effort to meet people at all levels of the organization. That will help you get “your finger on the pulse” of an organization, especially because not everyone will feel confident enough to speak to the principal directly. “It’s just a no-ego type job,” she said. “No job is too big or too small.” Working for a global organization also means ensuring that your work is carried out in a culturally inclusive way, Simmons said. That might mean having texts translated into other languages, researching how to present yourself when traveling with your executive, and understanding the needs of staff and offices in different places. Because of the nature of global development work, you might also be involved in ensuring that staff are safe and looked after if an emergency hits their country, and that they can continue working when they feel ready to do so. In terms of the skills needed to be a chief of staff, flexibility and adaptability ranked highly among panelists. Lam also highlighted the need for “a very high level of EQ” and the ability to build strong relationships. “A chief of staff is almost like air traffic control. You won’t necessarily be doing all these hard roles by yourself but you need to have friends and colleagues that are going to be willing to pitch in at the last minute,” she said. You also need good chemistry with the executive you’re working for and to feel aligned with your values and objectives. You have to be willing to give up control of your own schedule — it can be a demanding, 24/7 role with a lot of travel and limited flexibility for time off. “You’re only going to be happy doing that if you appreciate, admire, and respect your principal,” Lam added. Watch the full event below for more advice about the chief of staff role.