Overcoming supply chain disruptions: The impact of operational challenges & the power of listening

For global companies like Mattel, supply chain disruptions aren’t hypothetical, they’re an everyday reality. Whether it’s shifting consumer demand, global logistics constraints, or quarterly delivery pressures, success depends on more than just operational efficiency. It requires listening—to the people closest to the work.

We spoke with Greg Javor, SVP of Global Supply Chain Operations at Mattel, about how he’s built a resilient, responsive supply chain by elevating frontline voices and turning insights into action.

Operational agility starts at the frontline

In times of volatility, frontline teams are not only essential to continuity, they’re essential to insight. Greg shared that while Mattel historically ran traditional engagement surveys twice a year, they weren’t enough to truly capture the pulse of the workforce.

By integrating real-time feedback tools like WorkStep, Mattel now captures employee sentiment as it evolves, making it easier to address challenges before they escalate and stay in sync with workforce needs during peak periods.

Resilience = communication and empathy

Mattel’s supply chain is complex and fast-moving, especially given the quarterly nature of its business. Whether planning weekend shifts or managing peaks in fulfillment, communication is critical.

It takes coordination down to the workforce so they can plan their lives. That visibility feeds engagement, especially during peak times.

Beyond operations, Greg emphasizes empathy as a key leadership trait. He encourages leaders to spend time doing the jobs of frontline workers to build connection and appreciation. This approach has paid off: during the height of the pandemic, one of Mattel’s DCs had nearly zero turnover over two years.

Overcoming disruption through change management

Greg also reflected on his experience leading large-scale transformations, including a multi-year operational turnaround that involved manufacturing simplification, strategic outsourcing, and process overhaul.

The lesson? Change starts with trust.

From warehouse teams to executives, small wins and shared rewards built the momentum needed for lasting impact. Today, frontline teams at Mattel are included in the company-wide incentive plan, a move that reinforces shared goals and mutual respect.

From skepticism to systemic impact: WorkStep in action

Adopting new tools is rarely frictionless. Greg recalled early resistance to WorkStep from both HR and IT teams—concerns about “survey fatigue” and system integration slowed initial progress.

Now, with benchmarking insights and proactive alerts, Mattel is not only solving problems in real time, but shaping culture through visibility and responsiveness.

What the future holds: Listening + AI

Greg sees AI as a critical force shaping the future of supply chain operations, from error-proofing fulfillment to facial-recognition clock-ins to enhanced customer service tools. But for all its promise, he emphasizes that technology is only as powerful as the systems and people behind it.

That’s why continuous listening remains a cornerstone of Mattel’s strategy. It helps bridge technology and trust, ensuring that even in a high-tech future, people stay at the center.

Putting it into practice

Operational challenges will continue to evolve, but Greg Javor’s approach is clear:

Listen to your frontline. Empower your people. Let feedback fuel your resilience.

Platforms like WorkStep help make that possible by closing the loop between HR, Ops, and the workforce, so leaders aren’t just reacting to disruption, they’re anticipating it.