{"type":"rich","version":"1.0","provider_name":"Transistor","provider_url":"https://transistor.fm","author_name":"Who's Your Captain?","title":"SE01E22 COO Leading High Growth Logistics with People First Leadership Victor Mraz","html":"","width":"100%","height":180,"duration":2610,"description":"In this episode of Who's Your Captain, Mark Francis sits down with Victor Mraz, Chief Operating Officer of Diverse Logistics & Distribution LLC, to explore what it really takes to run and scale a complex final mile logistics business.\nVictor breaks down how leadership in logistics goes far beyond operations. From managing large frontline teams and contractor networks to ensuring customer experience at every doorstep, the conversation dives into how culture, trust, and structure drive performance at scale.\nA major theme is servant leadership, where leadership exists to support the frontline teams, not the other way around. Victor explains how this mindset, combined with clear principles like the Three Cs: customer service, capacity, and compliance, creates consistency across hundreds of team members and multiple markets.\nThe discussion also covers how the business has achieved sustained organic growth, improved employee retention, and built structured career development paths using tools like the nine box performance and potential model. Victor shares how frontline tenure has grown significantly by focusing on development and progression rather than just hiring and replacement cycles.\nThere is also a strong focus on real world execution. From training delivery teams on soft skills and customer communication, to handling customer issues in real time using structured language techniques, Victor explains how operational excellence and customer experience are tightly linked.\nThe episode also explores modern leadership tools, including how AI driven scheduling and task management helps prioritize work, adapt calendars dynamically, and improve decision making across a fast moving organization.\nFinally, Victor reflects on long term vision and legacy, emphasizing the importance of building future leaders and shaping industry standards, not just growing revenue.\nGuests:\nMark Francis\nVictor Mraz\nConnect on LinkedIn: Victor Mraz...","thumbnail_url":"https://img.transistorcdn.com/DEr-IAtWHV9YMrxJ2_IRicIqDxPo0brC8P7eLDiyYOc/rs:fill:0:0:1/w:400/h:400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS8zOGMz/ZTgyNTk4YjRkZTU3/M2E1MzdjOWYyNDg3/NWRlMi5wbmc.webp","thumbnail_width":300,"thumbnail_height":300}