Masters of Scale

Retired General Stanley McChrystal, a leader in counterterrorism efforts who now advises executives, shares his insights on crisis leadership. He highlights the importance of honesty, clear communication, and teamwork during uncertain times. McChrystal encourages leaders to prepare for the post-pandemic landscape and emphasizes empathy in adapting to new realities. He also discusses the critical role of storytelling and the need for agility in preventing burnout, while promoting a supportive environment for employee well-being.

Sumit Singh, CEO of Chewy, shares insights on the surge in pet adoptions during the pandemic, driving unprecedented demand for pet supplies. He discusses the challenges of scaling operations rapidly, including plans to hire up to 10,000 new employees. Singh emphasizes the importance of communication and innovation within leadership, adapting strategies to ensure safety while enhancing customer experience. With initiatives like non-invasive temperature checks and unique employee appreciation programs, he outlines how companies can navigate crises successfully.

In this engaging discussion, Sarah Friar, CEO of Nextdoor, highlights how communities became crucial support systems during the pandemic. She shares how the platform witnessed a surge in neighborly assistance, with a 250% increase in help offers. Sarah discusses innovative features like Help Maps and Groups designed to strengthen local connections. She emphasizes the importance of empathy in leadership and how crises can galvanize communities, proving that neighbors truly are the frontline of support.

Jen Pahlka, founder of Code for America and co-founder of U.S. Digital Response, discusses the urgent need to modernize government infrastructure. She highlights how local governments are rapidly evolving in response to COVID-19, utilizing tech and design thinking. Pahlka shares impactful stories of community volunteers revolutionizing operations and emphasizes data-driven strategies for better crisis management. She also underscores the importance of bridging the digital divide to ensure equitable access to government services for all citizens.

Wences Casares, a serial entrepreneur and founder of Xapo, discusses the intentionality behind remote work. He shares how embracing a fully distributed model has allowed his company to thrive, emphasizing the creativity unleashed by geographical freedom. Casares offers insights on effective communication, recruitment strategies, and building supportive home offices. He also tackles the challenges of employee burnout and the importance of establishing structured routines, turning remote work into a remarkable competitive advantage.

Brian Cornell, CEO of Target, shares how he’s steering the retail giant through the complexities of the pandemic. He discusses the necessity of adaptability, emphasizing that daily decisions are driven by safety and community needs. Cornell reveals Target's $300 million investment in employee support like back-up childcare and enhanced cleanings. He believes prioritizing his team translates to prioritizing customers. The conversation also reflects on transforming consumer behaviors and maintaining resilience in a shifting retail landscape.

Stacy Brown-Philpot, CEO of TaskRabbit, shares her experiences guiding the company through the pandemic. She emphasizes the vital role of community support, especially with the launch of the 'Tasks for Good' program to assist vulnerable populations. She discusses how the gig economy adapted with virtual tasks and highlights the resilience of Taskers who stepped up to meet new demands. Stacy also reflects on the importance of human connection and innovation in navigating challenges, showcasing how TaskRabbit remains essential even in tough times.

John Zimmer, co-founder and president of Lyft, discusses how transportation is vital, especially during crises like the COVID-19 pandemic. He reveals Lyft's pivot to launching a delivery service to support essential workers and the supply chain. Zimmer highlights the company's commitment to safety by investing in protective equipment and offering free rides to those in need. He emphasizes the importance of calm leadership during challenges and shares initiatives aimed at bridging transportation gaps for low-income communities.

Ellen Kullman, former CEO of DuPont and now leading Carbon, shares her insights on navigating crises. She discusses her experiences during the 2008 financial meltdown, emphasizing the importance of adaptability and communication. Kullman introduces four crisis principles that guide her leadership. At Carbon, she pivoted to innovate manufacturing during the pandemic, including producing 3D-printed face shields. Her ‘Lobatical’ program showcases new approaches to employee appreciation, proving the power of flexibility and collaboration in overcoming challenges.

Brian Chesky, the Co-founder and CEO of Airbnb, shares insights on navigating the pandemic's impact on travel. He likens the situation to being hit by a torpedo as Airbnb had to make swift, significant changes. Chesky discusses their innovative pivot to virtual experiences and a hefty fundraising round to support hosts. He emphasizes returning to Airbnb’s roots as a scrappy, adaptable startup focused on core values and fostering community connections. Hope and resilience shine through as he reflects on the future of travel.