Doug Hanna, President & COO at Kustomer and former COO at Grafana Labs, is renowned for his expertise in customer service and operational excellence, having significantly contributed to the growth of companies like Help.com and Zendesk. During his tenure, he helped scale Grafana Labs from a team of 70 to over a thousand employees.  Doug's direct reports praise his hyper-rationality, exceptional context-switching abilities, and a balanced approach to management that marries analytical rigor with empathy. In this episode, Annie Riley, founder of Fort Light, sits down with Doug to discuss his strategies for addressing system failures during scaling, his approach to effective delegation and building scalable structures, and the art of maintaining responsiveness and understanding team motivations in a fast-paced environment. Tune in for a deep dive into Doug's dynamic leadership techniques and operational insights that drive success at Kustomer. Connect with Doug Hanna Connect with Annie Riley Check out Fort Light to level up your leadership skills Connect with our show’s producer Alexis Ramdaou Nominate your Best Manager Ever for Season 2 This is a Production of Fort Light and Now it’s Hear Hosted on Acast. See acast.com/privacy for more information.