Shawn Pugh is a Customer Experience Manager living in Westland, Michigan. Raised in Flat Rock, Michigan, he grew up with strong family values shaped by his father’s service in the U.S. Navy. A former athlete and certified firefighter, Shawn’s journey into operations and customer experience management has been marked by steady growth, a commitment to doing things the right way, and a quiet but powerful ability to lead. With over a decade of professional experience in crisis management, supervision, and operations strategy, he now focuses on helping teams perform better while ensuring customers are heard and respected. When he’s not at work, Shawn enjoys golfing, lifting weights, playing poker, spending time with his wife, and traveling to his favorite spots—Mexico and Virginia Beach. He also has a deep love for animals and believes in keeping life simple, honest, and grounded.
What part of your childhood shaped the man you are today?
Growing up in Flat Rock with a dad who served in the Navy, you learn early that excuses don’t mean much. We didn’t have a lot of fluff in our house. It was simple: show up, do your part, take care of your people. That kind of structure—quiet strength, not loud pressure—really stuck with me. We weren’t the kind of family that needed to say “I love you” every day, but we felt it in how we supported each other. That loyalty and responsibility still guide how I handle myself, whether I’m leading a team or taking care of something at home.
How did sports in high school impact your approach to work?
Sports taught me how to win, how to lose, and how to keep going either way. I played football and basketball, and both required discipline and trust. You can’t win without your team, and you can’t show up halfway. That’s something I bring into every job I’ve had. Whether I’m supervising a team or resolving an incident, I think like a teammate first. I don’t expect people to be perfect, but I expect them to care. Just like I did on the field.
You earned your Firefighter 1 & 2 Certifications—what drove that choice, and how does that training still show up today?
When I decided to pursue firefighting, it wasn’t about the title—it was about wanting to be useful. I wanted to know that if something hit the fan, I could step in and make a difference. That training isn’t just about putting out fires. It’s about staying calm under pressure, assessing risks fast, and leading with clarity. All of that transferred when I got into operations and customer experience. If a system goes down or a customer’s upset, the same mindset applies: stay calm, get the facts, act quickly, and always protect the people.
What’s something about customer experience management people often misunderstand?
People think it’s all about being nice or making customers happy—and that’s part of it—but it’s also about being sharp. You need systems thinking. You have to look at the whole picture, not just the complaint. If one customer’s frustrated, chances are ten more had the same issue but didn’t say anything. So, it’s not just about fixing a problem in the moment—it’s about fixing the system behind it. That’s the difference between putting out fires and preventing them. I care about both.
You’ve moved up through several roles—what’s your leadership philosophy?
I try to lead the way I want to be led. That means don’t micromanage, don’t fake expertise, and don’t waste people’s time. I’m direct, but respectful. I listen, even when it’s inconvenient. And I don’t ask anyone to do something I wouldn’t do myself. Titles don’t impress me—effort and attitude do. Some of the best ideas I’ve heard came from people just starting out. A good leader knows when to speak up and when to shut up and listen.
What’s the hardest part of your job?
Honestly? Balancing empathy with accountability. You want to be understanding—people have bad days, things go wrong—but you also have to keep standards high. That tension is where a lot of growth happens, for the team and for me. I don’t enjoy calling someone out, but I do it when it’s needed. I try to do it with care and clarity. My goal is never to break someone down—it’s to lift the whole operation up.
What’s your personal compass when things get tough?
When stuff gets heavy—personally or professionally—I fall back on a few truths: control what you can, be honest about what you can’t, and don’t let your ego drive. That mindset has kept me grounded through a lot. I also make time to step back. That might be hitting the gym, going for a round of golf, or just hanging out with my wife and tuning out the noise. Recharging isn’t a luxury; it’s a necessity.
What does success look like to you right now?
Success for me isn’t loud. It’s not about being the most important person in the room. It’s about being consistent, dependable, and useful. If my team trusts me, if my wife feels supported, if my friends know I’ve got their back—that’s success. I’m not chasing a million-dollar title. I’m building a life that works for me, one that’s calm, purposeful, and real.
How do you handle mistakes—yours or someone else’s?
Mistakes are information. If I screw up, I own it. I don’t point fingers. I ask, “What broke down, and how do we make sure it doesn’t happen again?” When someone else messes up, I look for intent. Was it a careless mistake, or was it a gap in training or process? That shapes how I respond. I believe in second chances, but I also believe in accountability. The key is separating the mistake from the person. Everyone deserves room to grow.
What would you say to someone who’s unsure of their career path?
I’d say, start where you are. Get good at something. Show up early. Stay a little later. Learn from everyone around you—even the ones you don’t like. That’s how you figure out what matters to you. I didn’t plan to go into customer experience. I found it because I stayed open. You don’t need a master plan—you need work ethic, humility, and curiosity. The rest builds from there.
Outside of work, what keeps you centered?
My wife. My friends. A good workout. A bad golf swing. A lazy Saturday with my dog. Poker nights where no one takes themselves too seriously. Travel, especially to places like Mexico or Virginia Beach, where I can shut off my brain and just be present. Life’s not about being “on” all the time. It’s about knowing when to unplug and when to plug back in with more clarity.
How do you define resilience in your own life?
Resilience, for me, isn’t about being tough all the time. It’s about getting back up when things knock you down. It’s keeping your word even when it’s inconvenient. It’s being willing to say, “I don’t know, but I’ll find out.” That quiet persistence—that’s the kind of resilience I try to live by. Not the kind that brags, but the kind that endures.
What’s one lesson that’s stuck with you through every phase of your life?
People remember how you made them feel. Whether it’s a teammate, a customer, or someone in line behind you at the grocery store. Respect is free, and it goes a long way. That’s true in leadership, in marriage, in friendship—everywhere. You don’t need to be perfect, but you do need to be decent.
If your story had a theme, what would it be?
Steady wins. That’s it. Not flashy, not viral—steady. Showing up. Learning. Adjusting. Not quitting when it’s hard. Trusting the process. It’s not a movie script, but it’s a good life. And that’s enough for me.