To bridge the growing gap between leadership and individual contributors, executives should actively participate in their team's tasks. Taking a support ticket, sitting in on a sprint, or pair programming serves as a "Gemba walk" that provides firsthand experience and maintains an empathetic connection.

Engineering often defaults to a 'project mindset,' focusing on churning out features and measuring velocity. True alignment with product requires a 'product mindset,' which prioritizes understanding the customer and tracking the value being delivered, not just the output.

Sundial founder Julie Zhu intentionally avoids hiring product managers. This constraint forces engineers to take full ownership of the product definition and user value, preventing them from delegating critical product thinking and developing a stronger sense of customer empathy.

To prevent management from becoming a detached layer, Arista ensures its leaders are "coach players." This means even senior executives, like the CTO and founder, still contribute by coding. This "leading by example" approach proves to employees that management is connected to the core work, reinforcing a strong, authentic engineering culture.

Most engineers only interact with customers during negative events like outages or escalations. To build customer empathy and a product mindset, leaders must intentionally create positive touchpoints. This includes sending engineers to customer conferences or including them on low-stakes customer calls.

Building your own product forces you to confront technical realities like database migrations and architectural trade-offs. This firsthand experience provides deep empathy for engineering challenges, which in turn builds crucial credibility and improves collaboration with development teams.

To get product management buy-in for technical initiatives like refactoring or scaling, engineering leadership is responsible for translating the work into clear business or customer value. Instead of just stating the technical need, explain how it enables faster feature development or access to a larger customer base.

The GM of Spiral felt demotivated and his product stagnated because he didn't personally use it or believe in its vision. The breakthrough came when he pivoted to solve a problem he genuinely cared about—making AI a tool for better thinking, not just faster content production.

To avoid becoming an "ivory tower" manager, engineering leaders should use side projects as a playground for new technologies. This practice ensures they understand the limitations of new tools like AI and can provide credible, concrete, hands-on guidance to their teams.