All Segments
Rosalind Brewer, COO, Starbucks
38 segments available
Rosalind Brewer, COO, Starbucks, is interviewed by Joy Huang, MBA ’21, as part of View From The Top on October 6, 2020.
Segments Timeline
Meet Rosalind Brewer: A Trailblazer
In this segment, we are introduced to Rosalind Brewer, the Chief Operating Officer of Starbucks. Joy Huang highlights Brewer's impressive background, including her education at Spelman College and her groundbreaking roles at Kimberly-Clark, Walmart, and Starbucks. Brewer's journey showcases her as a powerful figure in business, recognized for her leadership and contributions, especially during the COVID-19 pandemic.
"[Music] welcome to this year's first view from the top we're extremely excited to kick off this year's series with roz brewer the chief operating officer and group president for starbucks raz was born..."
Early Influences and Leadership Style
Rosalind Brewer reflects on her early life and the influences that shaped her leadership style. She shares a humorous story about being suspended in third grade for trying to teach her math teacher a shortcut. This anecdote illustrates her early confidence and determination to voice her opinions, setting the stage for her future leadership roles.
"working mother magazine has named her to the list of top 10 most powerful moms which is pretty awesome actually two years ago raz delivered the commencement address at her alma mater spelman college a..."
The Role of Family in Shaping Values
Brewer discusses the strict upbringing she had in a family that valued education highly. She explains how her parents, who did not have the opportunity to pursue higher education, instilled in her and her siblings the importance of academic excellence and the drive to succeed. This foundation played a crucial role in her development as a leader.
"cover today we'll talk a lot about how you lead large organizations and dive deeper into your leadership style but first i would love to start from the beginning and talk about some early influences t..."
Defining Moments at Spelman College
Brewer shares her transformative experience at Spelman College, an HBCU that provided her with a nurturing environment and a strong sense of community. She recounts a challenging time during her senior year when her father was diagnosed with cancer, and how the support from her professors and peers helped her navigate this difficult period while completing her studies.
"the table so the youngest of five taught me how to be you know uh take care of myself but you know in third grade um i got into trouble because you know i'm sitting in class and uh you know the teache..."
Community Support and Personal Triumph
In this heartfelt segment, Brewer reflects on the overwhelming support she received from her sorority sisters and the Spelman community when she was appointed COO of Starbucks. She describes the emotional moment when she discovered how her friends celebrated her achievement, highlighting the lasting bonds formed during her college years.
"parents kind of find that funny um how did they react to the incident and and broadly how did your parents shape your values sure well i think it was eventually they thought it was funny because initi..."
Leading with Head and Heart
Brewer discusses her leadership philosophy of balancing intellect and empathy. She emphasizes the importance of making strategic decisions while also considering the emotional aspects of leadership. This approach has been pivotal in her roles at various organizations, including Starbucks and Walmart.
"action by my parents because they were so strict about education they didn't want us to miss a thing and so um it was the beginning of us you know really having um conversations about what does it tak..."
Innovative Strategies in Retail
Brewer shares insights from her extensive experience in the retail industry, particularly her innovative strategies at Sam's Club and now at Starbucks. She discusses the importance of adapting to consumer needs and the role of technology in shaping the future of retail, including the implementation of curbside pickup and e-commerce initiatives.
"south i grew up in detroit and um first of all i had never experienced you know the the southern life um and it was vastly different for me i was the only being the youngest of five i'm the only one t..."
The Future of Starbucks
In this segment, Brewer outlines her vision for Starbucks, focusing on enhancing the customer experience through innovation. She discusses the creation of an innovation lab aimed at improving coffee-making processes and meeting the growing demand for Starbucks products, showcasing her commitment to excellence and customer satisfaction.
"was so by my senior year my dad had been diagnosed with cancer and spring break of my senior year i'm studying for the gmat trying to finish my major in chemistry minor in uh math all at the same time..."
Leading with Vision in Retail
Rosalind Brewer discusses her leadership philosophy of combining intellect and emotion, emphasizing her visionary approach during her tenure at Sam's Club. She highlights her early investments in curbside pickup and e-commerce, which set a precedent for retail strategies today. As she transitions to Starbucks, she reflects on the importance of innovation and technology in shaping the future of retail.
"it was amazing now rod um your influence obviously at impact extends way beyond spelman into the many organizations that you've been part of and as a leader what you like to say is that you like to le..."
Innovating Starbucks' Coffee Experience
Brewer shares insights into Starbucks' innovation lab, where she and her team are rethinking coffee-making processes to enhance efficiency. She introduces the concept of pickup-only stores and discusses how technology is integrated into operations to relieve baristas from manual tasks, allowing them to focus on customer interaction and beverage quality.
"um so i'm curious now you're leading starbucks you're on the board of amazon what are some big bets that you're making on the future of retail sure so you know it's interesting because some of that wo..."
Adapting to a Digital Future
Brewer outlines Starbucks' strategy to adapt to a more virtual and digital retail environment post-pandemic. She addresses the challenge of maintaining community connections in a pickup-centric model, emphasizing the importance of personal interactions between baristas and customers, which have reportedly improved during the pandemic.
"lab and in that innovation lab we began to think about how do we change the engine of making coffee at starbucks and so we have baristas that love the beautiful craft of making a wonderful latte and s..."
The Importance of Human Connection
In this segment, Brewer reflects on the significance of human connection in Starbucks' operations. She shares how customer connection scores have risen post-COVID, highlighting the desire for familiarity and personal interaction. Brewer emphasizes the role of baristas in creating a welcoming atmosphere, even in a more digital-focused business model.
"so um you know i've um i'm very grateful for the work and the things that i learned at walmart because i'm actually bringing that forward at starbucks and it's exciting to have you know be with a coff..."
Operational Insights from Experience
Brewer discusses her unique ability to identify operational issues quickly, drawing from her extensive experience at Walmart. She explains how understanding store dynamics and customer behavior allows her to implement effective changes, such as adjusting the afternoon menu to boost traffic during slower hours.
"the most significant problems we can solve and that is one of them because you know that's what we admire about our mission and values is that third place but when you approach a starbucks and you see..."
Balancing Strategy and Execution
Brewer elaborates on the duality of her role as a leader, balancing high-level strategy with ground-level execution. She emphasizes the importance of understanding the operational challenges faced by employees and how her past experiences inform her empathetic leadership style.
"i'm just doing my own driving um to stores by myself in the in the vehicle in my own car and just going to stores and walking in and spending time at a distance uh with the baristas because they want ..."
Empathy in Leadership
In this segment, Brewer highlights the significance of empathy in leadership, particularly in a large organization like Starbucks. She discusses how her experiences in various roles have shaped her understanding of employee needs and how she fosters a supportive environment that encourages collaboration and trust.
"ability to to see the big picture but also to really get into the weeds um an example was that when you joined starbucks um the it was actually kind of a low point for the business and sales wasn't do..."
Building a Cohesive Team
Brewer shares her approach to team dynamics, likening her leadership style to that of a conductor leading an orchestra. She emphasizes the importance of selecting the right talent and fostering relationships built on trust, which are crucial for motivating employees and achieving organizational goals.
"pretty much come out with your solution so um you know understanding that we were maxing out in the morning but then tons of opportunity in the afternoon it was a chance for us to say what is what's t..."
Rolling Up Sleeves in Retail
Brewer concludes by discussing the necessity of hands-on involvement in retail leadership. She stresses that true growth requires leaders to engage directly with operations and employees, ensuring that they understand the challenges faced on the ground and can effectively guide their teams towards success.
"the small jobs that i have but i realize the reason why i've had some of these small jobs too is because uh quite honestly you know there were times in my career where i was given the you know the unf..."
Facing a Crisis: The Philadelphia Incident
Brewer recounts the moment she learned about the arrest of two Black men at a Starbucks in Philadelphia shortly after taking over U.S. operations. She reflects on her emotional response and the urgency of addressing the situation. Brewer emphasizes the need for accountability and acknowledges the systemic failures that led to the incident, highlighting the importance of leadership in crisis management.
"that's what it takes right now and speaking of motivating people i think this is a great segue into the second piece of your leadership which is leading with the heart and as an asian woman i i could ..."
A Mother's Fear: Personal Reflections
In a deeply personal moment, Brewer shares her fears as a mother when she saw the two men arrested. She connects their experience to her own son, expressing the terror of knowing that such an incident could happen to him. This segment underscores the emotional weight of leadership decisions and the personal stakes involved in corporate responsibility.
"what happened later but could you take us back to that moment you just heard about the incident you got on a flight you're on your way to philadelphia what was going through your mind sure so you know..."
Admitting Mistakes and Moving Forward
Brewer discusses the immediate actions taken by Starbucks in response to the Philadelphia incident, including creating a 'war room' to address the crisis. She emphasizes the importance of admitting mistakes and the need for anti-bias training within the company. This segment highlights the proactive steps taken to ensure such incidents do not happen again and the commitment to learning from failures.
"the first thing i thought about is um wow you know this this is not going to be good in addition to they look so familiar to me right because um they're everything that i've seen in my communities rig..."
The Role of Community in Corporate Policy
Brewer reflects on how external societal issues, such as homelessness, impact Starbucks stores and the need for updated policies. She discusses the importance of understanding the community context in which the company operates and how this awareness can influence leadership decisions. This segment emphasizes the connection between corporate policies and community dynamics.
"tell the story and to admit that uh starbucks did something wrong here and you know our policies failed us our leadership failed us um this happened under i felt like it happened under my watch um i w..."
Training for Change: A Commitment to Anti-Bias
In this segment, Brewer outlines Starbucks' commitment to anti-bias training following the Philadelphia incident. She discusses the importance of addressing biases within the company and the ongoing efforts to train leaders and employees. Brewer emphasizes that this training is not just for Starbucks but is open-sourced for other companies to adopt, showcasing a commitment to broader societal change.
"is that we had not had the realization that what's happening outside a starbucks store has begun to come inside the store so homelessness and all those things that are happening in our communities but..."
Balancing Leadership and Personal Voice
Brewer shares her thoughts on balancing her personal voice with her role as a corporate leader during the crisis. She discusses the importance of timing and the company's openness to her influence. This segment highlights the significance of authenticity in leadership and the responsibility to address issues honestly while maintaining the brand's integrity.
"person in the right role all of those things really matter in terms of how you want to manage but it was frightening because i knew at any moment that could have been my son and quite frankly i got a ..."
Open Source Solutions for Corporate Responsibility
Brewer explains how Starbucks developed open-source training materials for other companies to address bias and improve corporate responsibility. She emphasizes that the issues faced by Starbucks are societal problems that require collective action. This segment showcases Brewer's commitment to sharing knowledge and fostering collaboration across industries.
"everything i think the company was open to my influence on this situation i think they clearly recognize that i'm going to take care of the brand and do the right thing for the company um but we all h..."
Transforming Fear into Leadership Energy
In this segment, Brewer discusses how she transformed her fear and anxiety during the crisis into focused energy for effective leadership. She shares personal anecdotes about the challenges faced during the media frenzy and the importance of staying grounded. Brewer emphasizes the need for resilience and determination in leadership, especially during critical moments.
"not only for starbucks it's a problem in our society right now of making judgment of people um you know prematurely and it has to stop and you know eight police officers called for two gentlemen sitti..."
Head and Heart: The Leadership Model
Brewer concludes by discussing the importance of balancing emotional intelligence with strategic thinking in leadership. She reflects on how her personal experiences shaped her decisions during the crisis and the significance of empathy in corporate leadership. This segment encapsulates Brewer's leadership philosophy of integrating head and heart for effective decision-making.
"pretty much most of the mayors across the united states i make it my business to know them because i feel like i'm going to need to have a conversation with them either i'm buying real estate in their..."
Finding Your Voice in Leadership
Brewer reflects on her early career struggles with feeling overlooked and the journey to finding her voice as a leader. She discusses the challenges of self-expression and the importance of authenticity in the workplace, encouraging others to embrace their true selves to enhance their leadership effectiveness.
"thank you so much for sharing that really personal and emotional side with us and it's inspiring to see that that actually helps you become more effective as a leader and not um to your detriment um a..."
Bringing Your Whole Self to Work
Rosalind Brewer recounts her personal journey of reconciling her identity with her professional persona. She shares the stress of conforming to corporate norms and the liberation she felt when she decided to bring her whole self to work, highlighting the positive impact this had on her career and relationships with colleagues.
"say so i can go to a meeting unprepared or you know because they're not ever going to call on me it doesn't matter you know and um you know that's pretty frustrating after a while i mean you know i wa..."
The Importance of Diverse Voices
Brewer discusses the significance of diversity in leadership and the responsibility of leaders to encourage participation from all voices in the room. She emphasizes the need for individuals to understand their value and contribute their perspectives, particularly in fostering an inclusive workplace culture.
"doing that i felt so much better the stress was so high of me trying to be two different people i could not bear it anymore i was not myself and so i just reconciled that i've got to bring my whole se..."
Overcoming Silence in the Room
In this segment, Brewer addresses the challenges of speaking up in meetings and the detrimental effects of silence on self-esteem. She shares strategies for encouraging participation and creating an environment where everyone feels empowered to share their ideas, reinforcing the importance of active engagement.
"sitting back in their seat and not engaging in the conversation i will call on them and say what do you think and they hate it but after a while and then i don't you know i just say okay good idea mov..."
Hope Amidst Social Unrest
Brewer candidly discusses the emotional toll of witnessing racial injustice and the importance of resilience in leadership. She shares her commitment to setting an example and engaging others in conversations about equality, while also advocating for civic participation through voting as a means to drive change.
"it's so important that is amazing advice and ros you've been advocating for equality for many years but it a lot of times it just seems like things haven't changed as much as we would have loved them ..."
Unveiling Systemic Inequities
Brewer reflects on the current social and environmental challenges, highlighting how the pandemic has exposed deep-rooted inequities in society. She emphasizes the need for awareness and action to address these issues, advocating for a collective effort to create a more equitable future.
"don't care if it looks like a school superintendent and you're you know just go vote you know um and so i'm i've been a pretty big advocate for that um it's the best way we can change and have our voi..."
The Pivotal Career Moment
In this segment, Brewer shares the pivotal moment in her career when she transitioned from Kimberly-Clark to Walmart. She discusses the risks and rewards of stepping into a challenging role and how focusing on impact rather than titles led to her rapid advancement in leadership positions.
"paying attention to those yeah that's very true and i hope more people would not just pay attention but also be part of it and share the burden exactly yeah and i i can't wait i hope soon enough we'll..."
Navigating the COVID-19 Landscape
In response to a question about operating during the COVID-19 pandemic, Brewer discusses the importance of maintaining a sharp business strategy and adapting to new realities. She reflects on the lessons learned from the pandemic, including the need for empathy and understanding in leadership.
"that's right uh we're going to take a question yeah so hi hi good morning from germany yeah so my name is violeta i'm in stanford lead program it's my first month and i'm very very happy and excited t..."
Empathy in Leadership
Brewer highlights the challenges faced by employees during the pandemic, particularly working parents. She shares her initiatives to support her team, such as no meetings before 9 AM and 'Quick Connect Fridays,' which foster connection and recognition among employees, emphasizing the need for leaders to meet their teams where they are.
"separate the two of those um is where the difficulty uh comes into play but i will tell you um you know one of the things we're learning about covet is you know how important it is to keep your busine..."
Intentional Leadership in Remote Work
Brewer discusses how remote work has influenced her leadership style, stressing the need for intentionality in maintaining connections with her team. She expresses concern about the potential impact on innovation due to the lack of casual interactions and emphasizes the importance of fostering creativity through collaboration.
"solutions one of the things i've done in my organization is that we have no meetings before 9am because you need to get the kids settled and get them at least in front of the laptop and pack a lunch a..."
Core Principles of Leadership
In her closing thoughts, Brewer shares the core principles she relies on during tough moments as a leader: high integrity, trust, and accountability. She emphasizes the importance of being dependable and building trust within her organization, which is crucial for effective leadership.
"all yeah so um what i just mentioned is is part of it but i think the other part is i'm finding as a leader that i have to be very intentional um because you know when you've got someone engaged in a ..."
Inspiring Future Leaders
Brewer concludes the interview by encouraging students and faculty to continue their impactful work. She stresses the importance of mentoring young people and helping them envision their future, reinforcing her commitment to fostering the next generation of leaders.
"a bit thank you for sharing that roz i we learned so much from this conversation about managing massive organizations about motivating people making tough decisions but but i think above all about how..."