How to make sure front-line managers are heard

Sandra Moran, Chief Marketing & Customer Experience Officer at Schoox, connected with HR Dive for a feature on why organizations struggle to capture and act on feedback from front-line managers. The article, “How to Make Sure Front-Line Managers Are Heard,” explores how front-line managers serve as a critical two-way channel, translating company direction into day-to-day action while carrying frontline employees’ real experiences back up to leadership. Sandra points to hospitality as an example of an industry with high frontline turnover, where managers are often the ones who understand the real reasons employees leave and what needs to change to improve retention and business performance. Her commentary reinforces a core part of Schoox’s philosophy: frontline employees perform best, and stay longest, when the managers closest to them are equipped with the tools, technology, and visibility they need to lead well, not left to navigate blind spots on their own.