On the downside, upper management—particularly at the regional and VP levels—often appears hesitant to challenge direction from the new COO, with many VPs being relatively new to their roles and seemingly risk-averse. The company has undergone a significant overhaul over the past two years, during which much of the tenured senior leadership has quietly exited or retired, creating instability and a lack of continuity. Compensation for GMs does not feel commensurate with the workload, and while a “life-changing” cost-of-living raise was promised in January 2024, it took nearly a year and a half to materialize, resulted in roughly a 10% increase for most GMs, and replaced—not supplemented—the annual merit increase, leaving many disappointed. Operationally, new processes are frequently rolled out with little notice or guidance, often announced company-wide with an expectation of immediate execution, which negatively impacts retention and morale. There are many moving pieces at once, the stock has declined since the new COO’s arrival, and managers should be cautious, as employee complaints are typically resolved in favor of the employee regardless of context.
