Scaling with Heart: How Safelite Balances Growth, People, and Purpose with Renee Cacchillo

Update: 2025-04-10

Description

Can extraordinary business results and genuine human connection coexist at scale?

In this episode of Humanity at Scale, host Bruce Temkin speaks with Renee Cacchillo, President and CEO of Safelite AutoGlass, about leading with a people-first mindset while scaling a major business. They explore how vulnerability builds trust, why simplifying complexity enhances human connection, and how technology can support—not replace—customer relationships. Renee shares insights on fostering employee engagement, driving performance through purpose, and creating moments of unexpected joy for customers. Tune in for leadership strategies that balance growth, profit, and humanity.

What you will learn:

How vulnerability as a leader builds trust and unlocks team potential
The "People Powered, Customer Driven" framework
Why standardizing and simplifying enable better human connections with customers
How to implement technological changes while maintaining focus on human needs
How to create unexpected happiness for customers in service-based businesses
Why investing in frontline workers' success drives organizational performance
How to sustain genuine care and empathy while leading a large-scale organization

Renee Cocillo is the President and CEO of Safelite, the largest auto glass replacement company in the United States, with over $3-4 billion in sales and 14,000 associates across 50 states. With a background in operations, consulting, and customer experience, she has transformed Safelite into a people-powered, customer-driven organization that delivers unexpected happiness to people's everyday lives. Under her leadership, Safelite has pioneered innovative digital solutions and standardized service excellence while maintaining a genuine human connection at scale.

Episode Resources: