A little more than 20 years ago, Cedric Brown was working as a human resources manager at a Texas-based home-furnishing catalog company when he saw a posting for an HR manager job at the Exchange.
Although he had never been inside a PX or a BX, he applied and was selected. “I was part of the HR manager training program,” Brown said. “I served as a trainee [at Naval Air Station Joint Reserve Base Fort Worth] for about six months before I got my first assignment at Fort Riley, Kansas, as the HR manager.”
Since he came on board in 2006, Brown has never left HR, holding a variety of positions, including vice president, Human Resources Support, from September 2023 until June, when he was promoted to chief Human Resources officer.
The Exchange Post talked to Brown about his career and what’s ahead for HR.
What do you want to bring to your role as CHRO?
I want to make sure that HR is seen as a strategic value-added business partner. A lot of times when people think of HR, they see HR as paper pushers. I want to build upon what we’ve done in the past, having a seat at the table, taking advantage of opportunities, understanding our business.
At every Exchange facility, from our stores to the headquarters, what can HR do to help grow and support the business? We want to be engaged early so we can proactively address challenges and opportunities.
I recently met with the HR team as a part of a town hall, and the tagline was “Elevating the Associate Experience.”
That’s where my overarching vision is for HR—being a strategic value-added partner, where we have a better associate experience by setting clear expectations, giving our teammates the tools and resources they need to do their jobs and recognizing top performers. That all leads to an elevated associate experience, positioning our teammates to drive improved customer satisfaction and organizational performance. When we are meeting the needs of our people, we are all better prepared to exceed the needs of the best customers in the world.
What big things are coming up for the directorate?
In collaboration with IT, HR is leaning into using artificial intelligence to make faster, better and more informed decisions.
We recognize that AI is not the end. It’s a tool or resource that we can use to do our jobs better. We still need that human element to make judgment calls and make decisions. AI gives access to information quickly. But we have to sift through the information to make sure what we’re doing makes sense.
Going back to the associate experience, if an associate has a question, do we have an AI chatbot that can provide an answer quickly? We are focused on balancing speed with accuracy. If associates need additional information, they can connect with an HR expert. We are committed to providing both convenience and expertise to help associates do their jobs efficiently and effectively.
Your background within HR is quite varied. How has that shaped you into the leader you are today?
I understand HR from the field level, having served as an HR manager and dealing with the daily challenges that pop up. I always tell people, whether from a field perspective and or at headquarters, no two days are the same. There’s always a different challenge or opportunity.
Having an HR manager background helps me see, for example, that something is not just a turnover number. I know to dig into that number to find out what’s really going on. My time on the talent or learning side helped me in terms of coaching, developing, mentoring and understanding what the lead-up to development curriculum looks like. Having a career in HR has provided a broad perspective of how HR impacts the business of serving those who serve.
Was there a time growing up when you figured out that this is what you wanted to do?
I enjoy helping and serving others. I do a lot of volunteer work in my personal life. I take my kids. We’ve volunteered at the North Texas Food Bank; we’ve done Meals on Wheels. I try to do a lot of different activities that connect with the community, giving back my time. If I can tutor, mentor or help anyone in any way, I try to do that. It’s just always been a part of who I am as a person.
HR has been a passion. Working with people, helping people to develop and grow their careers has always been something I just love. HR is a natural fit for me.
What else do you do when you’re not working?
I spend time with my family. My wife and I have four daughters ranging in age from 11 to 23 years old. Our oldest is in grad school and our 21-year-old is going into her senior year of college.
I’m spending time with the oldest two and helping them transition into adult life. And I’m spending time with the younger two, helping them navigate a landscape that is much different than what their older sisters experienced as teenagers. Their perspective is very different. I’m trying to teach them, be there with them and support them in their activities.
Church is a big part of what I do. I spend a lot of time assisting in church. There have been times when someone had a question, and I provided counseling from a ministry standpoint. Church, volunteer work, service—that’s pretty much my life outside of the Exchange.
When I get some time, I also like to do a little reading to keep up with what’s going on outside of home, work and church. When I read for pleasure, it’s articles or funny stories, which just kind of loosen my mind. Lately, my reading time has been more focused on business because, moving into this role, I want to make sure that I’m up on the latest opportunities to further improve the value HR provides the organization.
What does “family serving family” meant to you?
Having work experience outside of the Exchange, I understand that there are some people who quickly dismiss someone who’s dealing with a challenge or an issue. At the Exchange, we take care of our associates.
“Family serving family” is about supporting our military community and supporting our associates. Letting our teammates know that HR is here to support them.
One of the things we do in HR, if you’re relocating and there’s an Exchange job opportunity where you’re going, we try to keep you on this amazing team. We are committed to transitioning you into a new opportunity because not only does continuity help you, it also helps the organization. You’re already trained. You already understand the organization. You understand the Exchange.
The Exchange really cares about its associates. And we demonstrate that not only in our words, but in our actions. “Family serving family” is at the core of everything we are as an organization.
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