Kellogg Human Capital Club | Blog

February 5, 2025

What does it mean to lead with empathy? For Coley O’Brien, Chief People Officer at Wendy’s, it’s not about policies or slide decks - it’s about understanding the people who power the business.

At a sold-out event hosted by the Kellogg Human Capital Club, O’Brien spoke to over 75 students about career pivots, leading through uncertainty, and the importance of staying connected to employees at every level. Over Wendy’s lunch (and some coveted year-long Frosty passes!), he shared how his leadership approach has been shaped by decades of industry shifts and the human side of work.

O’Brien’s career spanned some of the most high-profile corporate shake-ups of the last two decades. Reflecting on his journey, he emphasized that career paths are rarely linear - and sometimes, the best move is knowing when to step away.

He began in corporate learning and development as a Senior Consultant at Arthur Andersen, helping organizations build effective training programs. After the firm shut down in the wake of the Enron scandal, he transitioned to Sears as Director of Retail Training. As e-commerce disrupted traditional retail, Sears faced a steep decline in sales, and O’Brien left in 2007 to pursue an opportunity at Wendy’s - where he would ultimately step into the Chief People Officer role.

At Wendy’s, training took on a new meaning for O’Brien—not as an instructor, but as a frontline employee.

He spent his first 10 weeks at Wendy’s working shoulder to shoulder with restaurant crews - taking orders, managing the grill, and working the drive-thru - to get an up-close look at the day-to-day challenges employees face.

One particular example he shared stood out: a brief payroll delay—easily overlooked in a corporate setting—could be the difference between an employee making rent that month. What might seem like a minor operational hiccup from the top can have a profound impact on employees’ lives - something executives rarely witness firsthand.

For O’Brien, this wasn’t just an onboarding exercise - it was a reminder that leadership isn’t about control; it’s about support. He stressed the necessity of breaking out of the “ivory tower” to truly understand employees’ realities and create meaningful, people-centered change.

This philosophy extends beyond O’Brien’s personal leadership style—it’s woven into Wendy’s company culture. Their HQ, known as the 'Restaurant Support Center,' reflects the company’s core belief that corporate exists to support employees and franchisees, not the other way around.

By flipping the traditional top-down leadership model, Wendy’s reinforces a simple truth: business success starts with the people who bring it to life every day. At its core, effective leadership is about connection - listening, learning, and adapting.

The Kellogg Human Capital Club brings industry leaders to campus to share real-world insights on leadership, culture, and talent—because building high-performing teams isn’t just an HR responsibility. No matter your industry or role, the ability to attract, develop, and inspire talent is essential to driving business success.