Comment by smugglerFlynn

My experience: only the good operational execs engage personally, and only for specific reasons of gathering feedback and improving the overall system.

You’d be surprised how often decisions are made without ever seeing people at work, or communicating with them in a meaningful way. There are managers who do engage first hand, but they are not real decision makers, and just relay the report on situation and context upstream / execute on decisions of others. Relay of accurate first hand information from workers to execs almost never happens.

As one of the neighbor threads accurately highlighted: this is by design, both on customer side and on worker’s side. Customers get vouchers, workers get retainers, among both there is a calculated percentage of people facing what they see as “accountability sink”, what is in reality a machine intentionally designed that way.