Advice for new COOs: study and do the work

In this latest episode of Executive Function, Brett sits down with Christopher Payne, who spent a decade as President and COO at DoorDash, helping scale the company from roughly 70 employees to the dominant food delivery platform in the US. Before DoorDash, Christopher held senior operating roles at Amazon and eBay, where he led a sweeping overhaul of marketplace search. In this conversation, he unpacks what it actually takes to run an atoms-based business versus a software company, shares his "plate spinning" framework for allocating executive attention across a complex org, and makes the case for top-down goal setting over the bottom-up alternative.

In today's episode, we discuss:

• How prior industry experience can be a liability when you're trying to reinvent the market
• How executives can practically focus their attention to stay close to product details
• What charisma actually looks like in executives—and why it's a staple trait to have
• The business case for setting ambitious goals top-down, not bottom-up

References:

• Amazon: https://www.amazon.com/
• Anthropic: https://www.anthropic.com/
• Cheesecake Factory: https://www.thecheesecakefactory.com/
• Cursor: https://cursor.com/
• Dartmouth College: https://home.dartmouth.edu/
• David Risher: https://www.linkedin.com/in/jdavidrisher
• DoorDash: https://www.doordash.com/
• eBay: https://www.ebay.com/
• Granola: https://www.granola.ai/
• Hulu: https://www.hulu.com/
• Jason Kilar: https://www.linkedin.com/in/jasonkilar
• Jeff Bezos: https://x.com/JeffBezos
• Lyft: https://www.lyft.com/
• Microsoft: https://www.microsoft.com/
• Tinder: https://tinder.com/
• Tony Xu: https://www.linkedin.com/in/xutony
• Travis Kalanick: https://www.linkedin.com/in/traviskalanick
• Uber: https://www.uber.com/
• University of Oregon: https://www.uoregon.edu/
• Wharton School: https://www.wharton.upenn.edu/

Where to find Christopher Payne:

• LinkedIn: https://www.linkedin.com/in/christopherpayne
• Twitter/X: https://x.com/chrispa

Where to find Brett:

• LinkedIn: https://www.linkedin.com/in/brett-berson-9986094/
• Twitter/X: https://twitter.com/brettberson

Where to find First Round Capital:

• Website: https://firstround.com/
• First Round Review: https://review.firstround.com/
• Twitter/X: https://twitter.com/firstround
• YouTube: https://www.youtube.com/@FirstRoundCapital
• This podcast on all platforms: https://review.firstround.com/podcast

Timestamps:

00:00 Introduction

00:14 Why atoms businesses challenge bits executives

02:35 Hiring executives with a builder mentality

06:52 Great executives never outgrow the details

08:05 How ciabatta bread revealed a core DoorDash issue

10:48 How executives can scale their own impact

14:22 One-size-fits-all management is a myth

19:01 Enduring business lessons from Jeff Bezos

20:56 “I was fired from Tinder after six months”

25:38 Why specializing too early is a leadership trap

27:41 Are competitive cultures essential for success?

31:00 Lessons from Amazon’s hypergrowth

35:20 Why having industry experience can be a liability

38:46 Companies spend too much time on job interviews

40:19 The skills executives need for hypergrowth

43:34 Why AI will likely flatten organizations

45:20 Teaching COO 101: What it takes to be world-class

50:55 Why bottom-up goal setting kills ambition

55:29 How charismatic leaders help teams in tough times

58:23 The number-one sign of high-functioning executive teams

1:02:02 How first-time COOs can increase their chance of success