UPS CEO Carol Tomé on People-First Leadership and the Future of Logistics

UPS deliberately shrank its Amazon business by 50% to fix unprofitable volume, returning to margin growth by mid-2025.

• Amazon relationship restructured: Amazon once made up over 13% of UPS revenue but was unprofitable; UPS cut that volume by 50% over 18 months, closing buildings and shrinking headcount, returning to revenue, profit and margin growth by Q2 2025.
• Culture overhaul: UPS's employee "likelihood to recommend" score was only 51% when Tomé arrived in 2020; after scrapping restrictive grooming policies and decentralizing decisions, it rose to 61%, best-in-class in transportation.

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