EP8: Lead With Humanity — Mercedes Sullivan on HR Transformation, AI & the Frontline Workforce
How do you lead with humanity when AI and automation are reshaping work? What does belonging look like for frontline teams who rarely see HR? In this episode Jason sits down with Mercedes Sullivan, Executive Vice President, People, Culture & Communications at McKinley Companies, to explore HR as a values-driven practice — not just tech. We talk about frontline workforce strategy, “projects → products” in HR, the ethical choice points of AI, and how leaders create belonging for people who’ve historically been left out of the HR conversation. Mercedes brings a rare blend of front-line empathy and productized HR craft. A former touring tennis player turned HR transformation leader, she explains how HR can move from checkbox transactions to human-centered product thinking, why the frontline deserves a different technology playbook, and where AI helps — and where it must be restrained.
Key Points
- HR transformation & productization (projects → products)
- Frontline workforce strategies for property management and service employers
- Practical AI: augmentation vs. replacement; trust and governance
- Inclusion, belonging, and the value of culturally authentic leadership
- Learning how to “be human” at work: grief, purpose, and performance
Guest:
Mercedes Sullivan is the Executive Vice President of People, Culture & Communications at McKinley Companies, where she leads people strategy across 480+ employees. She is an authority in HR transformation, workforce strategy, and building belonging for frontline workers. With a background that spans professional athletics to executive leadership, Mercedes brings a unique perspective on resilience, transformation, and what it means to truly lead with humanity.
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Transcript
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