Pros
The only real positive is the people on the front lines. There are incredibly talented, hardworking employees who care deeply about customers and each other. Unfortunately, they're carrying far more than they should because leadership consistently fails to support them.
Cons
If you're looking for career growth, work-life balance, or leadership that values its employees, this is not the place. Promotions are rare, and when leadership positions do open up, qualified internal candidates are often overlooked. Watching knowledgeable, experienced employees repeatedly get passed over while less-prepared leaders are put in charge is incredibly discouraging. The reward for being a high performer is simple: more work. If you're competent, expect to take on responsibilities that belong to your manager, another team, or even leadership. You'll solve problems that aren't yours, train people above your pay grade, and be expected to clean up situations created by poor planning. Don't expect additional compensation or a promotion for doing it. Work-life balance is practically nonexistent. Being off the clock doesn't necessarily mean you're off work. Managers reach out through Teams and personal cell phones at all hours! They even joke about how funny is that mangers work at all hours around the clock. You also work a shift which "on-call" this includes evenings, weekends, holidays, and during approved time off. Boundaries are not respected, and saying "no" doesn't feel like a real option.The culture is driven almost entirely by metrics and fear. Employees constantly worry about being placed on performance plans, because it's a constant threat from managers. What's most telling is that even managers have admitted, in private, that they're afraid of losing their own jobs if they push back on this culture. If the people with more authority and more job security are working scared, what does that mean for the employees below them with far less protection? This isn't a management style — it's fear running downhill through the entire structure. Morale is incredibly low and it's nothing a pizza party can fix. Stress and burnout are so common that it feels like everyone either knows someone on a performance plan or someone out on medical leave because of the constant pressure/stress. Instead of asking why so many people are struggling, leadership seems to focus on numbers. Micromanagement is relentless they have even implemented "Workforce Management" PTO is managed by a system. Trust is talked about but rarely demonstrated. Even when you're the person repeatedly asked to rescue difficult customer situations or fix operational problems, you're still second-guessed and monitored every step of the way. It creates an environment where people are afraid to make decisions and are constantly looking over their shoulder. Training is another major weakness. New employees are expected to become productive quickly despite inconsistent onboarding and a training experience that often feels disorganized and unnecessarily confrontational. Instead of building confidence, it leaves people frustrated and dependent on coworkers to learn the job. The hardest-working employees seem to suffer the most. They work late nights, weekends, and holidays while carrying responsibilities well beyond their job descriptions. Over time, many become exhausted, disengaged, or leave altogether.