Recode Decode: Frances Frei, SVP of leadership and strategy, Uber

Accountability

Frances Frei emphasizes the importance of accountability and redemption in leadership, particularly in the context of Uber's challenges. She believes that mistakes should be leveraged for learning rather than punishment, advocating for a culture where trust and accountability are foundational. Nilay Patel questions the rapid forgiveness seen in Silicon Valley, suggesting that genuine change requires more than just apologies 1. Frei responds by highlighting the need for developing trust as a first step towards redemption, asserting her commitment to doing the right thing without concern for her personal brand 2.

I think your question is a very good one. I'm going to tell you. I'm going to use my entire body and soul to do the right thing. I am.

--- Frances Frei

Frei's approach underscores the potential for redemption when accountability is prioritized, fostering a positive environment for growth.

   

Silos

The structural issues within Uber, particularly its siloed organization, have been significant barriers to effective leadership and management. Frances Frei notes that while silos allowed for rapid growth, they also led to inefficiencies and miscommunications across teams. She is working to unite the organization by facilitating better communication and collaboration among leaders, aiming to unleash the full potential of the teams 3.

If we, each of us has unique information, if we spend time with one another, we are very likely to talk about the information we have in common.

--- Frances Frei

By addressing these challenges, Frei hopes to transform Uber's performance and culture, moving away from isolated decision-making towards a more integrated approach 4.

   

Communication

Creating open communication channels within Uber is crucial for overcoming workplace challenges and fostering a safe environment. Frances Frei highlights the importance of having release valves for employees to express concerns and the need for leaders to be aware of their behaviors that might inadvertently contribute to a negative climate 5. She has implemented hotlines and training programs to ensure employees feel supported and know what professional conduct looks like 6.

We have to make the environment where there's a release valve so that everyone, if it happens, that people have someone to talk about and someone to talk about that can do something about it.

--- Frances Frei

These initiatives aim to create a culture where issues can be discussed openly, leading to a more inclusive and respectful workplace.