In this episode of Grounded, Lauren Mitchell sits down with Mandy Muller to explore leadership, operational excellence, hospitality, and the power of people-first culture in foodservice. Mandy shares her unconventional journey from aspiring Macy’s fashion buyer to leading operations and innovation initiatives at Zaxby's, including insights on scaling a 1,000-location brand, evaluating restaurant technology, franchisee relationships, and creating meaningful employee resource groups.

Mandy Muller is the Vice President of Operations Services and Business Integrations at Zaxby’s Franchising, where she leads strategies focused on guest experience, operational performance, and brand growth. She also serves on the board of NextUp Atlanta and chairs Zaxby’s women’s ERG, Lead Hers.

5 Key Takeaways

1. Hospitality is ultimately about human connection.
   Mandy shares multiple stories where simple acts of care changed people’s lives — from helping reunite families during the holidays to a Zaxby’s franchisee unknowingly stopping a guest from taking his own life through a small moment of kindness.
2. Great operators genuinely care about people and the brand.
   As Zaxby’s scales past 1,000 locations, Mandy explains that consistency comes from franchisees who deeply believe in the business and uphold standards because they care — not because they’re forced to.
3. Technology only works when there’s a clear ROI.
   From AI-powered drive-thru analytics to operational testing, Mandy emphasizes that flashy technology alone isn’t enough. Operators must be able to clearly explain how investments improve efficiency, guest experience, or profitability.
4. Communication and repetition are critical when rolling out change.
   Mandy shares a memorable early-career mistake involving a “Make It Right” customer service initiative and explains why successful operational rollouts require constant reinforcement across every level of the organization.
5. Employee resource groups can create meaningful professional growth and connection.
   Through Zaxby’s Lead Hers ERG and her work with NextUp Atlanta, Mandy discusses how mentorship, networking, salary negotiation skills, and community-building help empower the next generation of leaders.

Quote of the Episode

🔗 Connect with the Guest(s)

• Mandy Muller — Vice President of Operations Services and Business Integrations, Zaxby’s
• LinkedIn: https://www.linkedin.com/in/mandymuller25/
• Website: Zaxby's

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In this episode of Grounded, Lauren Mitchell sits down with Christopher Rheault for a wide-ranging conversation on AI, leadership, produce management, supply chain strategy, and the future of global sourcing. Chris shares how AI is already creating operational efficiencies inside Produce Alliance and why human relationships, critical thinking, and purpose-driven leadership will matter even more in the years ahead.

Christopher Rheault is President of Produce Alliance, where he leads operational strategy, technology innovation, food safety, procurement, and international sourcing initiatives across the produce supply chain.

Lauren and Chris also dive into company culture, leadership principles, international expansion, ethical AI adoption, and the importance of staying “close enough to the ground” to create meaningful change.

5 Key Takeaways

1. AI Enhances, Not Replaces, Human Roles
   AI is expected to significantly augment human capabilities, particularly in roles focused on relationships and strategic thinking, rather than replace them. Salespeople, for example, can use AI for research and background information while focusing more on building genuine connections and demonstrating value.
2. Leveraging Data for Actionable Insights
   Companies can gain a competitive edge by effectively leveraging their data. By analyzing large amounts of customer and purchasing data, businesses can identify trends before they become widespread and proactively improve procurement programs, supplier relationships, and distribution partnerships.
3. A Shift Toward a Strategic Workforce
   AI adoption will continue pushing organizations from task-oriented work toward more strategic, value-driven work. Employees who embrace AI as a productivity and insight tool will become more valuable by focusing on decision-making, collaboration, and innovation.
4. Human Expertise Still Matters Most
   While AI can surface answers and insights, human expertise remains critical for interpreting information, validating accuracy, and acting on recommendations. Chris emphasizes that leaders must use AI to support—not replace—critical thinking, relationship-building, and operational expertise.
5. Ethical AI and Data Privacy Cannot Be Ignored
   As AI becomes more embedded into operations, businesses must stay mindful of data privacy, vendor transparency, and ethical implementation. Chris highlights the importance of working with trusted partners, understanding how data is being used, and protecting customer information through clear agreements and responsible practices.

💬 Quote of the Episode

“In leadership, be close enough to the ground to affect change.” — Christopher Rheault, President of Produce Alliance

Connect with the Guest(s)

• Christopher Rheault — President, Produce Alliance
• LinkedIn: https://www.linkedin.com/in/chrisrheault/
• Website: https://producealliance.com/

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Episode Overview

In this episode of Grounded, Lauren Mitchell sits down with Billy Itule, CEO of Willie Itule Produce, for an inside look at the fast-moving world of produce distribution, food safety, cold chain logistics, and restaurant supply chains. From operating in Arizona’s extreme desert climate to managing sourcing relationships with growers in Mexico, Billy shares what it really takes to keep fresh produce moving efficiently and safely.

Billy Itule is the CEO of Willie Itule Produce, a Phoenix-based produce distribution company serving restaurants, hospitality groups, and foodservice operators across Arizona. He also serves as a committee member with the IFPA, helping shape conversations around the future of produce distribution and supply chains nationwide.

Together, Lauren and Billy discuss traceability, technology investments, labor challenges, restaurant trends, forecasting for major events, and why communication between distributors and operators matters more than ever.

🔑 5 Key Takeaways

1. Cold chain compliance is critical in extreme climates.
   Billy explains how Willie Itule Produce operates a 100% climate-controlled supply chain to protect product integrity in Arizona’s 120-degree heat, including real-time temperature monitoring across facilities and trucks.
2. Produce distribution depends heavily on long-term grower relationships.
   Mexico plays a major role in feeding the U.S. produce market year-round, and Billy shares why trusted partnerships with growers and shippers are essential for consistency, contingency planning, and supply stability.
3. Technology is transforming food distribution beyond traceability.
   From paperless delivery systems to real-time inventory management and electronic food safety monitoring, Billy discusses how distributors are increasingly becoming tech-driven operations.
4. Communication between operators and distributors can prevent costly mistakes.
   Billy emphasizes that involving distributors earlier in menu planning and LTO discussions can help operators avoid sourcing issues, poor seasonal quality, or unexpected cost increases.
5. Hospitality and leadership start at the top.
   As a family-run company, Willie Itule Produce prioritizes transparency, accountability, and respectful service culture. Billy explains why owning mistakes and treating employees and customers like family is central to their success.

💬 Quote of the Episode

“If you're the smartest person in the room, you're in the wrong room. Find a different room.”
— Billy Itule, CEO, Willie Itule Produce

🔗 Connect with the Guest(s)

• Billy Itule — CEO, Willie Itule Produce
• LinkedIn: https://www.linkedin.com/in/billyitule/
• Website: https://ituleproduce.com/about-us

🎧 Ways to Tune In

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