Voices From the Frontline: Conversation with Theresa Lee

Sumona De Graaf is joined by Theresa Lee, Vice President of Human Resources at PetSmart, for a conversation on what it really means to lead and invest in a frontline workforce.

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Together, they explore the discipline of listening - and, more importantly, what happens after — along with the strategic case for treating frontline associates not as executors of the business, but as its core. They also dig into what separates good frontline leaders from great ones: the ability to create the conditions for their teams to win, take genuine ownership of the experience inside their four walls, and adapt their approach to what each individual team member actually needs. This conversation is a grounded, experience-backed look at what frontline leadership demands and why getting it right is anything but optional.