A conversation about working with others and making room for what comes next

Monica Cartwright describes herself as having been raised in operations. She began answering phones at a bank, found that she enjoyed solving customers’ problems, and grew through stretch assignments offered by leaders who saw her potential. Her experience spans financial services, customer operations, revenue operations and business transformation.

In this conversation with Jennifer Wright, Monica explains why clarity and partnership shape her leadership. People need to understand the goal, what is expected of them, and how their work affects others. She also makes a point of asking colleagues what she might be missing, especially when a project appears to be going well.

Monica shares how reaching out for feedback helped her build working relationships and improve her work. She speaks candidly about being an introvert, learning to build connections beyond her employer, and keeping those relationships alive without needing something from every conversation.

The conversation also turns to the human judgment needed alongside AI, the value of communication and self-awareness, and the importance of checking whether your work still supports the future you want. Monica is exploring how to apply what she has learned to ideas of her own while remaining open to opportunities in operations and transformation.

“you don’t have all the answers and you’re not always right.”

On self-awareness and asking colleagues to challenge an approach

“How do I ensure the success of this project, this task, this initiative?”

On moving past fear of criticism and focusing on the work

“I think you kind of box yourself in if you expect and follow a straight path.”

On learning from an indirect career path

Monica Cartwright has spent more than 25 years leading teams, improving customer experiences and helping organizations navigate change. During a 21-year career at Equifax, she progressed from project management to vice president, leading customer operations, revenue programs and business transformation initiatives. Based in the Atlanta area, she brings a practical perspective shaped by the people and day-to-day work behind business results.

Monica on LinkedIn: https://www.linkedin.com/in/mdcartwright/

Leadership Portraits is a gallery of inspirational leadership, exploring the stories, experiences, and qualities that shape how people lead. Hosted by Jennifer Wright, the podcast shares conversations about the people behind the work. Follow for more conversations at LeadershipPortraits.com.

Leadership Portraits podcast: https://leadershipportraits.com/podcast/

More conversations: https://leadershipportraits.com/

Jennifer Wright on LinkedIn: https://www.linkedin.com/in/jenniferwrightexecuwright/

Contact Jennifer: jennifer@execuwright.com