How UPS Builds the Leadership of the Future — Insights from Marcin Gołębiewski, Managing Director of UPS in Central Europe
How has the role of a leader changed in an era of rapid AI development and digitalization? Do new tools support leadership, or do they introduce new challenges?
The role of a leader has evolved — today it is no longer enough to simply set the direction; it is essential to understand a new, technology-driven reality. New tools, including AI, provide significant support in decision-making and process optimization, yet they also require leaders to be more flexible, courageous, and aware of their teams’ concerns. At UPS, we view technology as a partner in development — one that can streamline time-consuming, repetitive tasks, but never replace the value of creativity, empathy, and human emotion. Leaders today must build an innovative, trust-based organizational culture, while also taking responsibility for the changes — including technological ones — introduced within their organizations.
What strategic decisions have you made in recent years in response to the need for digital transformation? Have these decisions proved effective?
One of the most important decisions was to invest in technologies that support operational automation and system integration with the rapidly growing e-commerce market. We modernized our IT infrastructure, implemented intelligent supply chain management solutions, and expanded real-time shipment tracking capabilities. We also introduced new AI-based tools, such as those assisting with export documentation. At the same time, we focused heavily on developing digital competencies across our teams. These strategic directions proved to be the right ones — they have enabled us to respond more quickly and efficiently to market shifts and rising customer expectations.
How can an organization foster innovation at every level and across all departments — not only within R&D teams?
At UPS, we believe that innovation is strengthened by the right organizational culture. Every employee, regardless of position, can be a source of valuable ideas. That’s why we emphasize open communication, regular brainstorming sessions, operational improvement programs, and internal initiatives that reward innovative approaches to everyday work. The R&D department is just one piece of the puzzle. True innovation emerges from the ground up — from the employees themselves and the challenges faced daily by our teams, subcontractors, and customers. These real experiences fuel ideas that grow into effective solutions for real-world problems.
How do you engage employees in the process of change and adaptation to modern technologies? Do you often encounter resistance?
We always start from the belief that people are at the center of every change. That’s why any new technology at UPS is preceded by dialogue with our teams — we explain how it works, why we are implementing it, and what benefits it brings. We organize training sessions, workshops, and pilot tests that allow employees to explore new solutions in a safe environment. Transparent communication and early involvement significantly reduce resistance to change.
What initiatives do you undertake to ensure equal and fair career development for employees — regardless of their starting point, age, or experience?
Equal opportunity is a daily practice for us, not a slogan. A significant percentage of our management team comes from operational roles, which shows how important internal development is at UPS. We offer development programs, mentoring, internal promotions, and flexible career paths available to everyone — regardless of age, gender, or experience. We also invest in initiatives that support diversity and inclusion, because we believe that diverse teams are stronger teams.
Marcin Gołębiewski — since March 2024, Managing Director of UPS in Central Europe. Responsible for overseeing logistics operations and leading business development and strategy across six markets: Poland, the Czech Republic, Slovakia, Romania, Hungary, and Ukraine. With UPS since 2000.
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Last Updated on December 12, 2025 by Anastazja Lach