How to Build a Tech-First Manufacturing Strategy

A customer wants to spend more, but your revenue model gives you a reason to say no. Brent Hagan, Chief Supply Chain Officer at Lob at the time of recording, joins Felicia Shakiba to discuss how that tension exposed a gap between the company's metrics and the value customers needed. They examine operating-model change, manufacturing partnerships, AI-enabled scale and the personal cost of executive success. IN THIS CONVERSATION • Recognizing when subscription metrics obscure customer value • Building credibility for change through early operating wins • Connecting culture, accountability and decision ownership • Reshaping manufacturing partnerships around dependable capacity • Using AI for scale, consistency and materials routing • Reconsidering ambition, health and family priorities CHAPTERS When your revenue model forces you to say no to customers, it is time to rethink your manufacturing strategy. Brent Hagan, the former Chief Supply Chain Officer at Lob, joins us to break down the tension between rigid subscription metrics and actual customer value. We examine how focusing on the wrong KPIs can blind leaders to what matters most, creating a dangerous gap in operations. We also discuss the practical shift toward AI-enabled scale, moving beyond simple cost-cutting to smarter materials routing and more dependable manufacturing partnerships. Finally, we address the human side of leadership, specifically recognizing when career ambition conflicts with personal health and family priorities. Subscribe for weekly insights on AI and business strategy. 00:00 The customer deal Lob initially refused 00:38 Introducing Brent Hagan 01:10 Subscription metrics versus manufacturing economics 05:44 Challenging the business model from inside 09:42 Building credibility through quick wins 11:50 Leadership changes, culture and accountability 15:18 Clarifying decision ownership 18:06 Reshaping manufacturing partnerships 26:08 Using AI for scale, not just cost 28:17 AI-powered materials routing 29:58 The family letter that changed Brent's priorities 34:19 When career success stops feeling like success 37:14 Are your metrics aligned with customer value? ABOUT THE GUESTS Brent Hagan is the Chief Supply Chain Officer at Lob. In this conversation, he shares his experience changing the company's operating model and manufacturing network.