“The system runs on technology, but it thrives because of people. The magic happens when both work hand in hand.” — Ofori Agboka, VP of People Experience & Technology, Amazon

Running Amazon’s global workforce—across fulfillment centers, delivery stations, corporate teams, robotics hubs, and high-volume peak seasons—is one of the most complex organizational challenges in the world. Yet for Ofori Agboka, Amazon’s Vice President of People Experience & Technology (PXT), the company’s success comes down to one core belief:

People + technology = the future of work.

From safely scaling operations on Cyber Monday to hiring 250,000 seasonal workers, to upskilling employees into robotics and engineering careers, Ofori oversees the people systems that power Amazon’s global operations.

In this episode of The Speed of Culture, recorded live in one of Amazon’s most advanced fulfillment centers on Cyber Monday, Ofori shares an inspiring look into leadership, change, AI, and what it takes to build a culture where hundreds of thousands of people—and millions of packages—move with precision.

Tune into the latest episode or read the transcript below to learn more. Here are some top takeaways:

Inside Amazon’s Workforce: “Seeing Is Believing”

Walking the floor of an Amazon fulfillment center is eye-opening. Robotics glide through aisles. Pods of inventory arrive automatically. Associates and machines move together with remarkable coordination.

But Ofori emphasizes that behind the machinery is something even more powerful: people.

Across Amazon’s network:

• Employees come from every background imaginable
  
• Teams learn and grow together
  
• Facilities are designed for safety, inclusion, and innovation
  
• Technology exists to support—not replace—human performance
  

The “magic,” as Ofori calls it, comes from the seamless partnership between people and automation. And nowhere is this synergy more important than during peak moments like Cyber Monday.

Scaling for Peak Season: Hiring 250,000 People

For Amazon, the holiday season requires doubling down on its workforce infrastructure. This year, Amazon hired more than 250,000 full-time, part-time, and seasonal employees across fulfillment, logistics, transportation, and support teams.

What makes this possible?

1. Year-round planning

Amazon forecasts holiday volumes months in advance and adjusts facilities, regional distribution, and staffing accordingly.

2. Nationwide footprint

With hundreds of fulfillment centers strategically positioned closer to customers, Amazon reduces delivery times and increases efficiency.

3. Small business ecosystem

More than 60% of Amazon’s retail volume comes from small businesses. Fulfillment centers like the one featured in this episode support these entrepreneurs at massive scale—a fact many shoppers don’t realize.

4. Onboarding at scale

Training focuses on safety, role clarity, tools for success, benefits navigation, and reliable support. Every employee—whether seasonal or full-time—receives a consistent, high-quality onboarding experience.

As Ofori puts it:
“We want employees to have a great customer experience as an employee.”

What Makes Employees Thrive at Amazon?

Success at Amazon isn’t just about skill—it’s about mindset.

Ofori highlights attributes that define strong performers across the company:

• Bias for Action
  
• Customer Obsession
  
• Learn and Be Curious
  
• Think Big
  
• Optimism
  
• Team-first mentality
  
• Willingness to grow and adapt
  

These traits mirror Amazon’s 16 Leadership Principles—guidelines that shape culture, hiring, performance, and career progression.

Employees who demonstrate them, whether in a warehouse or the boardroom, have virtually unlimited ability to grow.

AI Is Everywhere—But It’s Been Here Longer Than You Think

AI may feel like a 2025 buzzword, but Amazon has used machine learning and AI for more than two decades.

Today, AI is transforming:

1. The customer experience

• Personalized recommendations
  
• Shipping route optimization
  
• Rufus: Amazon’s conversational AI shopper
  
• Curated gift guides powered by ML
  
• Near-instant matching of products to customer needs
  

2. Fulfillment center operations

AI determines:

• Where inventory should be stored
  
• Which facility should fulfill an order
  
• The fastest and most efficient shipping route
  
• Which robot retrieves which item
  

Robotics now bring inventory directly to associates, reducing strenuous labor and making work safer.

3. Workforce upskilling

AI is reshaping job roles—so Amazon is reshaping careers.

Through Career Choice and Amazon’s Robotics, Mechatronics & Apprenticeship programs, employees can:

• Earn a high school diploma
  
• Receive prepaid college tuition
  
• Become certified robotics technicians
  
• Increase wages by 30% or more
  
• Transition into high-demand technical roles
  

Amazon has pledged $2 billion toward upskilling initiatives through 2030.

Demystifying AI: Fear Gives Way to Opportunity

Ofori frequently meets employees who are uncertain—or even afraid—of AI. But once they understand how it truly works, fear transforms into empowerment.

He recalls a training session where no one initially raised their hand when asked if they use AI. Eventually, conversations revealed that they were using AI tools daily—budgeting tools, recipe generators, phone apps—without realizing it.

And then there’s Miss Ruby, a 62-year-old former casino worker who embraced AI wholeheartedly:

• Uses AI for shopping
  
• Follows recipe recommendations
  
• Organizes her benefits
  
• Stays connected to her grandkids
  
• Manages her personal tasks
  

Her message was simple:
“Bring it on.”

Miss Ruby symbolizes a critical truth: AI isn’t just for engineers. It’s for everyone.

Lessons From Football: Every Player Has a Position

Before his corporate career, Ofori played college football—a background that profoundly shaped his leadership philosophy.

What football taught him:

• Every player has a role
  
• Preparation matters as much as performance
  
• Rapid feedback drives improvement
  
• Clarity of purpose builds strong teams
  
• The scoreboard (data) reveals truth
  
• Winning requires trust, not ego
  

These principles guide how he leads Amazon’s massive operations teams today.

He also believes all people—regardless of industry or culture—want five things:

1. To be treated with dignity and respect
   
2. To understand their role
   
3. To know where to go for help
   
4. To understand how performance is measured
   
5. To know what’s in it for them
   

Software changes. Robotics evolve. AI accelerates.
But human needs remain remarkably constant.

Ofori’s Career Advice: Go Where Others Won’t

Ofori attributes his career growth to four key decisions:

1. Take the jobs no one else wants.

He moved eight times—from Michigan to Texas to Switzerland to Shanghai—choosing roles others overlooked.

2. Deliver results.

Once in the role, outperform expectations.

3. Build strong relationships.

People want to work again with those they trust.

4. Be intentional about your career.

Define your “why,” and plan backward from your goals.

This combination of courage, performance, connection, and purpose led him from automotive HR to one of the most influential people-leadership roles in the world.

His Mantra: Gratitude + Growth

Ofori doesn’t center his mantra on a single quote. Instead, he returns to a combination of humility and service:

• Be grateful
  
• Be intentional
  
• Invest in people
  
• Build opportunities for others
  
• Lead with empathy
  
• Prepare teams to win—on and off the field
  

His career is a testament to this mindset.