A customer wants to spend more, but your revenue model gives you a reason to say no. Brent Hagan, Chief Supply Chain Officer at Lob at the time of recording, joins Felicia Shakiba to discuss how that tension exposed a gap between the company's metrics and the value customers needed. They examine operating-model change, manufacturing partnerships, AI-enabled scale and the personal cost of executive success.
IN THIS CONVERSATION
• Recognizing when subscription metrics obscure customer value
• Building credibility for change through early operating wins
• Connecting culture, accountability and decision ownership
• Reshaping manufacturing partnerships around dependable capacity
• Using AI for scale, consistency and materials routing
• Reconsidering ambition, health and family priorities
CHAPTERS
00:00 The customer deal Lob initially refused
00:38 Introducing Brent Hagan
01:10 Subscription metrics versus manufacturing economics
05:44 Challenging the business model from inside
09:42 Building credibility through quick wins
11:50 Leadership changes, culture and accountability
15:18 Clarifying decision ownership
18:06 Reshaping manufacturing partnerships
26:08 Using AI for scale, not just cost
28:17 AI-powered materials routing
29:58 The family letter that changed Brent's priorities
34:19 When career success stops feeling like success
37:14 Are your metrics aligned with customer value?
ABOUT THE GUESTS
Brent Hagan is the Chief Supply Chain Officer at Lob. In this conversation, he shares his experience changing the company's operating model and manufacturing network.
Powered by the WRKdefined Podcast Network.
Sponsors
