We’re kicking off our new podcast, “The Courageous Choice,” talking to Lynn Herrick, Chief Operating Officer at Blucrest. Lynn shares how she navigated one of the most defining leadership moments of her career — taking over a high-turnover call center in the middle of a private equity transition. She walks us through her courageous decision to reimagine operations through the lens of empathy, stability and purpose. Lynn’s story offers practical inspiration for leaders transforming culture, scaling teams and placing people at the center of business strategy.

Key Takeaways:

(02:31) Why Lynn left a safe legal path to join a risky startup.

(05:01) What made her initially say no to the COO role, and why she changed her mind.

(07:48) Replacing fear-based systems with a culture of trust and stability.

(13:29) Tactical changes that led to a drop in employee turnover from 20% to under 2%.

(15:55) How to unify engineers and customer service teams through shared purpose.

(19:44) The moment Best Buy cited “meaningful work” as the reason for their $800M acquisition.

(22:52) Advice for young professionals: resilience, self-awareness and knowing when to walk away.

Resources Mentioned:

Lynn Herrick

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

Blucrest | LinkedIn

https://www.linkedin.com/company/blucrest/

Blucrest | Website

https://blucrest.com/

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For more information, visit gigtalentagency.com or email us at podcast@gigtalentagency.com if you have any questions.

#StartupCulture #OrganizationalTransformation #StrategicLeadership #BusinessGrowth