Here's how the alchemy worked for me at Airbnb:
I was assigned a young, smart partner, who helped me develop a hospitality department. Early on, Laura Hughes could see that I was a little lost in this habitat, so she often sat right next to me in meetings so she could be my tech translator, and I could write her notes and she could tell me, "That's what that means." Laura was 27 years old, she'd worked for Google for four years and then for a year and a half at Airbnb when I met her. Like many of her millennial cohorts, she had actually grown into a managerial role before she'd gotten any formal leadership training. I don't care if you're in the B-to-B world, the B-to-C world, the C-to-C world or the A-to-Z world, business is fundamentally H-to-H: human to human. And yet, Laura's approach to leadership was really formed in the technocratic world, and it was purely metric driven.