Reliability doesn’t start at the dock; it starts with the systems, culture, and visibility that shape every move long before a truck leaves the yard. We sit down with Brent Hagen, Chief Supply Chain Officer at Lob and former Amazon operations leader, to explore how standard work, bottoms-up ownership, and ruthless transparency turn daily chaos into dependable delivery. From running a 24/7 slice of a two-million-square-foot facility to redesigning Lob’s network without owning fixed assets, Brent shares the practices that help teams stay calm, move fast, and keep promises.
Key Takeaways 👇
🟩 Reliability starts long before the truck moves—built through culture, systems, and visibility.
🟩 Standard work + bottoms-up ownership turn daily chaos into predictable performance.
🟩 Consolidating from 30 → ~10 manufacturing partners significantly improved quality and consistency.
🟩 The most reliable carriers offer predictable lanes, strong scan visibility, and accountable exception handling.
🟩 Lob builds Amazon-like speed without fixed assets by tightly integrating manufacturers, logistics partners, and USPS injections.
🟩 Leaders evolve by shifting from “fixer” to “builder of owners” and maintaining steady rituals across all shifts.
🟩 AI pays off today in dispatch intake, exception triage, lane forecasting, trailer utilization, and cost-to-serve modeling.
🟩 Tracking data is non-negotiable—“If you don’t track it, you can’t trust it.”
🟩 Tariffs, seasonality, and resilience planning remain central to dependable supply chain operations.
🟩 Brent supports STEM through the Science Center of Iowa to help grow the next generation of logistics innovators.
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