Traci Chernoff:

Hi everyone, and welcome back to Leading the Frontline, sponsored by Legion. Thank you so much for being here. We have a fantastic episode for you today—though if you ask me, every episode is fantastic. And that’s because of our incredible guests.

Don’t forget to rate, review, and subscribe wherever you’re listening or watching. We always aim to make this a great experience either way.

Today, I’m joined by Narinder Dhaliwal, former Global Vice President of Operations Excellence at Americold. Narinder led service and operational performance across 240 sites in 13 countries spanning North America, Europe, APAC, and Latin America.

She brings over 25 years of experience in global operations leadership, with roles at Americold, Coloplast, Kimberly-Clark, Avon, Newell, and Macy’s. In 2023, she was also named one of Supply Chain Digital Magazine’s Top 100 Women in Supply Chain.

Narinder, welcome—and congratulations on that recognition.

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Narinder Dhaliwal:

Thank you so much—I really appreciate it.

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Traci Chernoff:

You’ve worked with some incredible organizations, so I’m sure we’ll hear some great stories today. But first, we like to ask every guest the same opening question: what was your very first hourly job?

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Narinder Dhaliwal:

Believe it or not—I was a librarian. I worked in my university library, shelving books to help pay for school. I also worked as a resident assistant.

I’ve always loved books—I was a total bookworm growing up. So it was actually a great first job.

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Traci Chernoff:

I love that. I was an RA too—it’s often people’s first real exposure to leadership.

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Narinder Dhaliwal:

Exactly. I had just moved to the U.S. and wanted to build confidence, meet people, and step into leadership. I was pretty shy at first, but that experience really helped me grow. It was my first true introduction to leadership—and to problem-solving!

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Traci Chernoff:

That makes sense. And speaking of books—are you still a bookworm?

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Narinder Dhaliwal:

I still love reading, but now it’s mostly non-fiction—self-development, learning, growth. I’m always focused on improving and staying curious. That mindset has stayed with me throughout my life.

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Traci Chernoff:

That’s a great transition into your career journey. You’ve worked across many industries—can you share more about your background and how you got into leadership?

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Narinder Dhaliwal:

Growing up in an Indian family, the expectation was clear: become a doctor—or, if not, an engineer. I chose engineering and started down that path, but quickly realized it wasn’t what I truly wanted.

I pivoted to an MBA because I knew I wanted to lead. That decision launched my career in operations leadership.

I spent 14 years at Kimberly-Clark in manufacturing, then moved into distribution to become a more well-rounded supply chain leader. From there, I worked at Avon, Macy’s, Coloplast, Newell, and eventually Americold—where I transitioned into a more corporate role focused on improving operational performance at scale.

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Traci Chernoff:

That’s an incredible journey. It’s often just as important to figure out what you don’t want to do as what you do want to do.

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Narinder Dhaliwal:

Absolutely. And throughout it all, leadership has always been my passion—helping people grow and driving results through teams.

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Traci Chernoff:

How would you describe your leadership style—and how it’s evolved over time?

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Narinder Dhaliwal:

Early in my career, I was focused on proving myself and learning how to lead. Over time, I realized leadership isn’t about you—it’s about your team and your customer.

The more you invest in your people and truly understand their challenges, the better your outcomes will be. Trust, credibility, and listening are everything.

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Traci Chernoff:

That’s powerful. Were there any early lessons or mistakes that shaped you?

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Narinder Dhaliwal:

I was fortunate to start at Kimberly-Clark, which invested heavily in leadership development. That foundation stayed with me.

One key lesson is that frontline leaders need support and training. Without it, they struggle—and that impacts the entire business.

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Traci Chernoff:

What are some common leadership mistakes you see today?

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Narinder Dhaliwal:

Many leaders focus on strategy but fail to bring it all the way to the frontline. If frontline employees don’t understand or feel supported, execution breaks down.

You have to listen, engage, and involve them in solutions. Leadership isn’t about pushing initiatives—it’s about making sure they actually work in practice.

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Traci Chernoff:

That’s especially relevant when thinking about the future of frontline work. What role do you think the frontline plays?

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Narinder Dhaliwal:

The frontline is everything. Most performance improvements come from engaging employees—not just technology.

When you involve frontline workers in problem-solving, you get better results and stronger buy-in. Technology helps—but people drive outcomes.

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Traci Chernoff:

How do you get frontline teams to engage with development and change?

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Narinder Dhaliwal:

Give them a voice. They know the work better than anyone.

When you involve them early, listen to their feedback, and show that you’re acting on it, you build trust. That leads to engagement and long-term success.

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Traci Chernoff:

That’s such valuable advice. To close, what’s the best advice you’ve ever received?

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Narinder Dhaliwal:

Stay curious. Stay coachable. Keep growing.

Leadership isn’t a straight path—you have to listen, adapt, and keep learning. And never forget: frontline employees matter. They’re the foundation of everything.

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Traci Chernoff:

Perfectly said. Narinder, thank you so much for joining us. Where can listeners connect with you?

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Narinder Dhaliwal:

LinkedIn is the best place—I’m always happy to connect.

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Traci Chernoff:

Wonderful. And thank you to our listeners—don’t forget to rate, review, and subscribe. We’ll see you next time on Leading the Frontline.