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/

Topgolf venues: https://topgolf.com/ 

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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
Sendflex LinkedIn

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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
• Performance Beauty Group

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 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
• Scott Ashbaugh | LinkedIn

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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.tapestry.com

https://www.linkedin.com/in/vincentgolebiowski/

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What You’ll Learn 

• Why energy intensity is a smarter metric than efficiency
• How one site saved $3M by predicting utility peaks
• What most people get wrong about sustainability and profitability
• Why digital twins fail in logistics—and how to fix them
• How real-time WMS and energy data must integrate
• The impact of automation on energy and throughput
• How to reframe “everything as a unit of energy”

Highlights

• [00:01:34] Jason’s journey from electrician to energy AI founder
• [00:05:18] How predictive models saved $3M at a cold chain site
• [00:08:00] Why energy intensity matters more than efficiency
• [00:10:18] The problem with fragmented warehouse tech
• [00:14:00] Blast freezing, throughput, and energy ROI
• [00:26:34] Sustainability without saying the word

Quotes

• [00:06:00] “We’ve saved that site about $3 million. It’s around $50,000 a month of savings if they can miss that utility grid peak.” — Jason Massey
• [00:14:00] “If I can blast freeze chicken in half the time, I can therefore blast freeze more chicken with the same level of energy.” — Jason Massey
• [00:26:34] “In a utopia world, you wouldn’t even be using the term sustainability. It would just be, this is how you do good business.” — Jason Massey
• [00:08:00] “Everything is a unit of energy—whether it’s manual labor or something else, there’s energy being consumed.” — Jason Massey

About the Guest

Jason Massey is the CEO and co-founder of Ndustrial, a company helping industrial and logistics operators slash energy costs and carbon intensity using AI. He’s worked across venture capital, clean energy, and industrial manufacturing—and now builds tools that drive measurable results in warehousing, cold storage, and 3PL networks.

Links Mentioned

• Ndustrial: https://ndustrial.io
• Jason on LinkedIn: https://www.linkedin.com/in/jasonmassey/

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What You’ll Learn:

• Why orchestration platforms are the future of 3PLs, and how they outperform legacy WMS systems.
• The real ROI of small automation solutions for 3PLs with low upfront costs.
• How to evaluate fulfillment tech and avoid costly pilot mistakes.
• What the Greenfield vs. Brownfield debate means for your automation strategy.
• Why incremental scaling is the best approach for implementing automation in 3PLs.
• How AI and robotics are transforming the supply chain and fulfillment operations.
• Key takeaways from Promat and other industry conferences on next-gen warehouse tech.

 Highlights: 

• [00:00:00] – Introduction to the episode & guest introductions
• [00:06:13] – The evolution of decision-making with AI
• [00:10:30] – Why orchestration-first is replacing WMS in modern warehouses
• [00:13:52] – Evaluating fulfillment tech and avoiding common pitfalls
• [00:18:10] – The ROI of small-scale automation for 3PLs
• [00:30:00] – Greenfield vs. Brownfield for automation—where should you start?
• [00:34:32] – Closing thoughts on smart scaling and what’s next for 3PLs

Quotes:

•  [00:06:39] “So I can spend 10%, 15% of my time compiling, and theoretically 80% of my time thinking. And that's going to be a game changer for us as an industry.” — Will O'Donnell
• [00:10:56] “The warehouse of the future is automation, robots, and an orchestrator. Not just a WMS.” — Erhan Musaoglu
• [00:19:18] “Innovation happens when you remove constraints. And a lot of constraints are self-imposed.” — Will O’Donnell\
• [00:27:00] “Don’t underestimate the simple solutions that are usually the best.” — Marv Cunningham  

About the Guests:

 Will O’Donnell — Global Head of Corporate Development at Prologis & Managing Partner of Prologis Ventures. Will leads investment into emerging supply chain tech with a macro lens on real estate and fulfillment convergence. https://www.linkedin.com/in/will-odonnell-553aa0a/

Marv Cunningham — Global Head of Operations, Essentials at Prologis. Formerly of Amazon and GXO, Marv brings deep operational expertise and a track record of warehouse optimization at scale. https://www.linkedin.com/in/marvcunningham/

Erhan Musaoglu — CEO of Logiwa. A serial WMS builder, Erhan now focuses on orchestration-first fulfillment software that integrates robotics, AI, and warehouse logic. https://www.linkedin.com/in/erhanmusaoglu/

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What You’ll Learn:

• Why legacy OMS architectures struggle in modern fulfillment
• How orchestration is different from integration—and why it matters
• The real reason Amazon can keep its delivery promises
• Why EDI still dominates $33T in global trade—and what to do about it
• What composability looks like in warehousing vs. commerce
• How AI is shifting the scale-up model for logistics operations
• The strategic gap between system connectivity and execution logictech.

 Highlights:

• [00:03:48] – What’s broken in traditional OMS architecture
• [00:06:10] – The orchestration gap and delivery promises
• [00:08:11] – Why logistics hasn’t adopted composability
• [00:13:46] – $33T and the enduring power of EDI
• [00:20:34] – AI-native ops and the future of lean scale
• [00:23:30] – What Pippen reveals about agent-based orchestration

Quotes:

• [00:05:10]: “Legacy order management systems are applications sitting on top of a database… they demand to be the system of record.” – Kelly
• [00:06:57]: “The true game changer is when you combine with the iPaaS… I know what an order actually means. It's not just a translation. That changes so much of your business.” – Ninaad
• [00:09:52]: “The fundamental problem: consumers are buying on more and more channels.” – Mo
• [00:21:22]: “Building a $10 million ARR business with just a few people is now possible with AI.” – Ninaad

About the Guests:

 Mo Afshar is the Co-Founder and CEO of Pipe17, a logistics orchestration platform that helps brands and 3PLs connect and automate fulfillment workflows. LinkedIn 

Kelly Goetsch is the COO of Pipe17 and formerly Chief Strategy Officer at commercetools and Co-Founder of the MACH Alliance. LinkedIn

Pipe 17 LinkedIn

Those interested in learning more about Pipe17 or seeing a demo can visit this link https://pipe17.com/book-a-demo/

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Join host Harshida as she dives into supply chain technology and logistics innovation with Jason Murray, Co-Founder and CEO of Shipium. With 19 years at Amazon, where he played a key role in building Amazon Prime and Subscribe & Save, Jason shares how data, automation, and a customer-first mindset transformed Amazon’s supply chain—and how similar principles can help businesses of all sizes compete. Learn how logistics leaders can adopt an Amazonian approach to predictive analytics, operational efficiency, and scalable fulfillment solutions to stay ahead in today’s fast-moving eCommerce landscape.

What You’ll Learn

• Amazon’s Logistics Playbook – Lessons from Jason’s time leading Amazon’s fulfillment and supply chain optimization teams.
• Scaling with Data Science – Why predictive analytics and machine learning are game-changers for fulfillment efficiency.
• Automation vs. Human Expertise – Striking the right balance between AI-driven logistics and people-powered problem-solving.
• Product-Market Fit for Startups – Hard-earned lessons from building Shipium and helping 3PLs and brands compete.
• The Future of eCommerce Logistics – Trends shaping fulfillment, including B2B supply chains, on-demand logistics, and deep customer insights.

Highlights

• [00:01:00] – Jason’s 19-year Amazon journey: From fulfillment systems to leading Amazon Prime’s logistics strategy.
• [00:03:30] – How Amazon’s supply chain turned logistics into a competitive advantage with machine learning and predictive analytics.
• [00:07:45] – The challenge of bringing Amazon-level logistics to 3PLs, retailers, and brands—and why most are still “fighting with sticks and stones.”
• [00:12:30] – Finding product-market fit as a startup: Jason’s lessons on iterating, adapting, and learning from customer feedback.
• [00:18:00] – The next frontier in supply chain tech: Using data to optimize fulfillment, increase speed, and reduce costs at scale.

Quotes

• [00:03:00] "Amazon’s tech divide was massive. The rest of the industry was competing with sticks and rocks, while Amazon had F-16s and drones." – Jason Murray
• [00:10:30] "It’s not about making companies 'like Amazon'—it’s about applying Amazon’s approach: start with the customer, use data, and automate at scale." – Jason Murray
• [00:12:45] "Finding product-market fit is about brutal honesty. You have to ask: Why did we lose this deal? What’s missing? No excuses." – Jason Murray
• [00:19:00] "The future of logistics is about turning everything into a math problem. Data will drive the next wave of supply chain innovation." – Jason Murray

About the Guest

Jason Murray is the Co-Founder & CEO of Shipium, a company revolutionizing supply chain technology for eCommerce and retail. Before launching Shipium, Jason spent 19 years at Amazon, where he helped build Amazon Prime, Subscribe & Save, and Amazon’s predictive logistics systems. His expertise in data-driven decision-making, automation, and supply chain optimization is helping 3PLs and retailers compete at an enterprise level.

Connect with Jason on LinkedIn

Learn more about Shipium

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Join hosts Harshida and Ninaad as they dive into the future of last-mile logistics with Nicole Mazza, Founder & Chief Commercial Officer at Relay Technologies. Nicole, a trailblazer in urban delivery, shares how Relay is transforming the last-mile into the last 100 meters—leveraging hyperlocal pit stops to improve efficiency, reduce costs, and support sustainability. She also opens up about her journey from scaling Stuart Delivery to $400M in revenue to launching Relay, navigating fundraising challenges, and embracing AI-driven logistics.

This episode is packed with insights on rethinking traditional delivery networks, leveraging data for real-time optimization, and building a more flexible, scalable, and cost-efficient logistics model.

What You’ll Learn

✅ Turning the Last Mile into the Last 100 Meters – How hyperlocal pit stops create faster, cheaper, and greener deliveries.

✅ The Power of Data in Logistics – Relay collects 1,600+ data points per shipment to drive efficiency and optimize delivery routes in real-time.

✅ Revolutionizing Urban vs. Suburban Delivery – Why urban logistics is more challenging than suburban delivery, despite higher density.

✅ Fundraising & Scaling a Logistics Startup – Lessons from navigating investor skepticism and securing a $35M Series A.

✅ The Future of AI & Automation in Logistics – How AI can reduce inefficiencies, optimize fleet management, and reshape the logistics workforce.

Episode Highlights

🕐 [00:01:06] – Nicole’s background: Scaling Stuart Delivery to $400M & founding Relay.

🕐 [00:04:00] – What is the last 100 meters model, and how do hyperlocal pit stops work?

🕐 [00:06:30] – The asset-light advantage: Why Relay’s model is flexible and scalable compared to traditional depots.

🕐 [00:10:30] – Why urban logistics is actually harder than suburban delivery.

🕐 [00:12:00] – Relay’s cost-saving impact: 60% reduction in delivery costs with 99% on-time rates.

🕐 [00:24:00] – Overcoming investor skepticism: How Nicole & her team raised $35M Series A.

🕐 [00:32:00] – What’s next for Relay? Expansion plans & the potential move into North America.

🕐 [00:33:15] – AI in logistics: How AI-driven route optimization is changing the game.

🕐 [00:34:30] – Drone deliveries? Nicole’s take on why they might not happen in the UK anytime soon.

Quotes

📢 [00:03:00] – “The last mile isn’t actually the last mile—it’s the last 10 miles. We’re turning that into the last 100 meters.” – Nicole Mazza

📢 [00:10:45] – “Urban delivery is actually harder than suburban. Traffic, parking, and handover times offset density.” – Nicole Mazza

📢 [00:22:00] – “For every shipment, we collect 1,600 data points. It’s not just about having data—it’s about taking real-time action.” – Nicole Mazza

📢 [00:25:00] – “Investors told us ‘No’ hundreds of times before we got our first ‘Yes.’ Bootstrapping was tough but made us stronger.” – Nicole Mazza

About the Guest

Nicole Mazza is the Founder & Chief Commercial Officer at Relay Technologies, an innovative logistics company transforming the last-mile into the last 100 meters. Prior to Relay, she was instrumental in scaling Stuart Delivery to $400M in revenue and leading it to a successful acquisition. With deep expertise in urban logistics, fleet optimization, and supply chain transformation, Nicole is on a mission to redefine eCommerce deliveries with a flexible, scalable, and data-driven approach.

🔗 Connect with Nicole on LinkedIn: Nicole Mazza

🔗 Learn more about Relay Technologies: Relay Technologies

Connect with Relay on LinkedIn: Relay Technologies LinkedIn

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