I worked here for several years in a leadership role supporting large teams and national operations. The company promotes transparency, innovation, and people-first values, but my experience — and the experience of many peers — was the opposite.
Over the last year especially, leadership began restructuring the organization repeatedly without being direct about what was happening. Instead of communicating plans, employees were given “change management” messaging encouraging us to accept things like unfairness and changes to job status as part of growth. Shortly after, employees were asked to detail their daily responsibilities in surveys that were framed as organizational clarity but preceded layoffs.
At the same time, the company heavily pushed internal AI and automation initiatives where employees were encouraged to build tools to improve their own workflows. After layoffs occurred, it became clear many of those efforts were tied directly to role elimination. It felt less like innovation and more like knowledge extraction before reduction.
My department was removed and reassigned despite strong performance and years of proven results. Roles were frequently created, removed, or reassigned based more on internal relationships than merit. Leadership decisions often appeared centralized within a small circle, and advancement did not consistently align with contribution or expertise.
The larger issue is that the constant restructuring hasn’t improved outcomes. Agents and teams have been leaving, morale has dropped significantly, and multiple operational changes were later rolled back after not working — despite employees raising those concerns beforehand. Former employees have even been contacted afterward about returning in reduced or temporary capacities, which reinforces how reactive the planning has been.
Direction changes frequently depending on the latest leadership initiative, requiring teams to abandon projects and rebuild processes repeatedly. This creates burnout and instability across departments.
Many employees don’t speak openly about this while employed because termination can happen quickly, but privately the dissatisfaction is widespread.
This company has potential and talented people, but until leadership commits to honest communication, consistent strategy, and merit-based decisions, the internal environment will remain extremely difficult to work in.
