eCom Logistics Podcast

What You’ll Learn * How to reverse-engineer the customer journey to simplify complex operational challenges * Why grounding teams in customer empathy unlocks better delivery across multi-site venues * Cross-functional collaboration’s role in innovating under tariff pressures and supply chain disruptions * Balancing brand standards with local authenticity in high-scale venue operations * Embedding real-time two-way feedback channels with frontline teams for continuous improvement * Cultivating inclusive teams through targeted skill-building and representation to drive diverse leadership * Lessons from hospitality and gaming industries on agility amid market volatility and post-COVID shifts Highlights * 00:00 – Intro and Erin Chamberlin’s operational background at Topgolf and Caesars * 01:22 – Erin’s career path: transitioning from consulting to casino and hospitality ops * 04:50 – The “work backwards from the customer” framework for experience design * 08:40 – Cross-functional innovation example: rethinking Topgolf’s donut hole injectors under tariff risk * 12:00 – Scaling consistency across 97 venues through systemized audits and local empowerment * 15:30 – Culture of innovation fueled by frontline feedback and open idea channels among Playmakers * 20:15 – Managing growing complexity, market volatility, and agility post-COVID * 24:50 – Building inclusive, diverse teams with skills development and mentorship programs * 29:40 – Erin’s personal “lean-in circle” and the importance of peer support in career growth * 32:00 – Upcoming innovations and expansions at Topgolf: new venues and new game experiences * 33:20 – Closing and how to follow Erin on LinkedIn  Quotes [00:04:54]: “You have all of these lenses and perspectives you've gathered throughout your career, and you try to simplify all of these complex challenges by working backwards from the customer.” - Harshida Acharya [00:07:42]: “What the tech team needs to deliver, what the supply chain team needs to make sure that we have staffed and inventory—we peel that back at each step until you get to the most simple form of what you need to accomplish.” - Erin Chamberlin  [00:26:41]: “It's really about providing skills for folks... Getting them to feel comfortable about reading a P&L, getting them comfortable presenting to large groups... We put in place concrete things that folks could do to level up their skill sets—to make them feel more confident.” - Erin Chamberlin  [00:30:48]: “It's meant to be, ‘Let's support each other. Don’t think that you’re alone in this.’ There are lots of us who are not sure if we belong here and if there’s a path for us to grow.” - Harshida Acharya  About the Guest Erin Chamberlin is the Chief Operating Officer at Topgolf, leading operations across over 90 venues globally. With deep expertise from leadership roles at Caesars Entertainment and Penn Entertainment, Erin combines analytics, hospitality, and customer experience to deliver scalable, consistent, and playful experiences. She is passionate about building inclusive teams and fostering culture-led innovation in complex, rapidly growing organizations. Follow Erin on LinkedIn:  https://www.linkedin.com/in/erin-chamberlin-7360814/ [https://www.linkedin.com/in/erin-chamberlin-7360814/] Topgolf venues: https://topgolf.com/  [https://topgolf.com/ ] Subscribe and Keep Learning! If you’re a logistics leader looking to scale sustainably, don’t miss out! Subscribe for more expert strategies on tackling modern supply chain challenges. Be sure to follow and tag the eCom Logistics Podcast on LinkedIn [https://www.linkedin.com/company/the-ecom-logistics-podcast] and YouTube [youtube.com/@ecomlogisticspod?sub_confirmation=1 ]

What You’ll Learn * The origins of integrated parcel shipping systems and Clippership’s impact (1991) * Why traditional carrier APIs limit cost optimization and how Sendflex’s engine solves this * The critical gap between expected shipping costs and actual carrier invoices (north of 15%) * How a multi-carrier strategy is essential for modern fulfillment, especially PO box and regional delivery * - The rising complexity of omnichannel distribution and its impact on 3PL operations * - Lessons from enterprise acquisition failures and maintaining agile, mission-driven growth * - How data-driven carrier diversification can unlock real savings versus sales pitches Timestamped Segments * 00:00–00:50 – Introduction to Bob Malley and his legacy in parcel logistics * 00:50–04:39 – Bob’s early career and development of Clippership & Tracer * 04:39–07:24 – The evolving parcel market, rise of multi-carrier shipping, complexities of e-commerce * 07:24–10:57 – The critical issue of landing cost variance versus expected shipping costs * 10:57–15:02 – Operationalizing auditing and cost variance fixes through automation * 15:02–20:04 – Carrier perspectives on load optimization, dimensional weight, and waste * 20:04–23:30 – Insights on carrier integration and the promise of new, niche carriers * 23:30–27:33 – B2B ecommerce growth, omnichannel maturity, and the rise of 3PL dynamics * 27:33–31:17 – Hard lessons on acquisitions and maintaining agility in logistics tech companies * 31:17–33:06 – Closing thoughts and where to learn more about Sendflex  Quotes * [10:13] "The cost variance between expected costs and actual costs is north of 15%.” — Bob Malley * [06:13] “The real question is: how do shippers narrow the gap that’s been growing between expected costs all through that journey of the order...” — Bob Malley * [30:44] “I believe in companies that have a mission, are small enough to be agile, and stick to what they do well.” — Bob Malley * [21:52] “That’s what we’re really excited about — data-backed carrier diversification that makes business sense, not just sales sense.” — Bob Malley About the Guest Bob Malley is a pioneer in parcel logistics technology with a track record spanning over three decades. He launched Clippership, the first integrated parcel shipping system, scaled Tracer, led e-commerce at Kewill as CEO, and founded Pierbridge, creating the first enterprise cloud-based parcel TMS. Today, as CEO of Sendflex, he is driving innovation in intelligent modular delivery software built for omnichannel complexity and global shipping optimization. Links Mentioned Sendflex website [https://www.sendflex.com/] Sendflex LinkedIn [https://www.linkedin.com/company/sendflex-technology/] Subscribe and Keep Learning! If you’re a logistics leader looking to scale sustainably, don’t miss out! Subscribe for more expert strategies on tackling modern supply chain challenges. Be sure to follow and tag the eCom Logistics Podcast on LinkedIn [https://www.linkedin.com/company/the-ecom-logistics-podcast] and YouTube [youtube.com/@ecomlogisticspod?sub_confirmation=1 ]

What You’ll Learn: * Why supply chain must sit at the strategy table - not behind it * How SKU discipline drives faster growth and cleaner margins * What “AI as servant” really means in ops leadership * Why executional control beats theoretical plans every time * What separates founders who scale from those who stall * How to balance autonomy and shared services in multi-brand orgs * How ops becomes the difference between brand hype and brand health Quotes: * [00:07:25] – “Everything is theoretical - until the customer doesn’t get their order.” - JuE Wong * [00:22:25] – “World domination with one SKU is better than SKU proliferation going nowhere.” - JuE Wong * [00:30:59] – “AI is your servant, not your master.”  - JuE Wong * [00:35:08] – “If you’re not making money, it’s a hobby.”  - JuE Wong About the Guest: JuE Wong is CEO of PBG, a PE-backed portfolio of six brands and three manufacturers. A six-time CEO across public and private companies, she’s known for scaling teams, transforming operations, and embedding supply chain as a core lever for growth, not just cost. Links Mentioned: * JuE Wong on LinkedIn [https://www.linkedin.com/in/jue-wong-jue888/] * Performance Beauty Group [https://www.linkedin.com/company/performance-beauty-group/] Subscribe and Keep Learning! If you’re a logistics leader looking to scale sustainably, don’t miss out! Subscribe for more expert strategies on tackling modern supply chain challenges. Be sure to follow and tag the eCom Logistics Podcast on LinkedIn [https://www.linkedin.com/company/the-ecom-logistics-podcast] and YouTube [youtube.com/@ecomlogisticspod?sub_confirmation=1 ]

What You’ll Learn * How DHL responded to USPS’s $40B modernization * Why DHL scrapped fixed automation in favor of flexibility * What “middle mile” scale looks like in action * Why giving GMs shadow P&Ls boosted morale and results * How DHL realigns pricing and sales incentives to protect GP * The downstream risks of misjudging demand post-COVID * DHL’s mindset shift: from prediction to adaptability Highlights * [00:00] Who is Scott Ashbaugh? * [04:00] USPS reform: pain, logic, and adaptation * [07:30] Network design: why DHL embraced the pullback * [10:30] DHL’s middle mile moat * [12:30] Warehouse automation: from fixed to flexible * [18:00] Aligning ops, pricing, and sales strategy * [23:00] Betting on customers: what DHL looks for * [27:00] Pricing transparency as a competitive edge   Quotes * [00:05:08] “In an organization that big with that many stakeholders, you gotta take 10 steps forward knowing that you're gonna get beat up nine steps backward just to get one forward.” - Scott Ashbaugh: * [00:13:04] “We got a crossbelt sorter… but it’s a very fixed machine. You can’t just unbolt it and move it.” Scott Ashbaugh: * [00:21:24]: “They felt like they actually could control their fate. You really get to see the creativity of the folks in the field.” - Scott Ashbaugh * [00:03:21] “When you can bring that empathy and that experience and that knowledge to the commercial side, it just resonates internally and externally tremendously.” - Dan Coll: About the Guest Scott Ashbaugh is Chief Commercial Officer at DHL eCommerce Americas. With over 16 years of experience across operations, automation, and commercial strategy, Scott brings an insider’s view into how DHL scales under pressure while staying agile. Links Mentioned * DHL eCommerce [https://www.dhl.com/global-en/microsites/ec/ecommerce-insights/about-dhl-ecommerce.html] * Scott Ashbaugh | LinkedIn Subscribe and Keep Learning! If you’re a logistics leader looking to scale sustainably, don’t miss out! Subscribe for more expert strategies on tackling modern supply chain challenges. Be sure to follow and tag the eCom Logistics Podcast on LinkedIn [https://www.linkedin.com/company/the-ecom-logistics-podcast] and YouTube [youtube.com/@ecomlogisticspod?sub_confirmation=1 ]

What You’ll Learn * What “agility” actually means in global supply chains * How Tapestry integrates AI into allocation and planning * Real examples of ESG in manufacturing (clean water, solar power) * Why craftsmanship can't be rushed—and why that matters * The role of customer feedback in design and operations * Store vs. DC: how fulfillment strategy adapts for luxury * How to marry finance discipline with operational innovation Highlights * [00:00:00] What is an agile supply chain in 2025? * [00:03:59] Leading with a global, on-the-ground perspective * [00:05:00] From data to design: listening to Gen Z * [00:14:05] Craftsmanship takes years, not months * [00:21:08] How Tapestry embeds sustainability in sourcing * [00:24:13] Fulfillment automation, unboxing, and store pickup * [00:29:20] AI’s role in cutting weeks off lead time * [00:32:52] Final thoughts + where to follow Vincent Quotes * [00:00:00] “An agile supply chain is just a supply chain that’s evolving with time. We need to be where customers are.” — Vincent Golebiowski * [00:05:00] “We used to design for design. Now, in 2025, the customer is more demanding. We need to listen more to the customer.” — Vincent Golebiowski * [00:14:49] “You cannot build craftsmanship in a few months. It takes years to build a handbag factory to deliver the quality we need.” — Vincent Golebiowski * [00:23:00] “Our partner tanneries clean the water so it’s even cleaner than what they were using. That makes me happy.” — Vincent Golebiowski About the Guest Vincent Golebiowski is SVP of Global Supply Chain Operations and CFO of Supply Chain at Tapestry, the global house of brands behind Coach, Kate Spade, and Stuart Weitzman. With prior leadership roles across L'Oréal and deep experience in Asia, Vincent brings a rare blend of financial rigor and supply chain fluency to leading resilient, customer-driven, and sustainable global operations. https://www.linkedin.com/company/tapestryinc/ [https://www.linkedin.com/company/tapestryinc/] https://www.tapestry.com [https://www.tapestry.com/] https://www.linkedin.com/in/vincentgolebiowski/ [https://www.linkedin.com/in/vincentgolebiowski/]   Subscribe and Keep Learning! If you’re a logistics leader looking to scale sustainably, don’t miss out! Subscribe for more expert strategies on tackling modern supply chain challenges. Be sure to follow and tag the eCom Logistics Podcast on LinkedIn [https://www.linkedin.com/company/the-ecom-logistics-podcast] and YouTube [youtube.com/@ecomlogisticspod?sub_confirmation=1 ]