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Managers could yell at direct report and get away, because senior management cares more about managers than the working bees.

There was a big lack of communication between departments and that at times made helping card members much harder than it needed to be. Also managers were rarely around and I noticed that there were people I worked with who were exceptional workers and had been in the exact same positions for over a decade! The only way to move up to management is to get a bachelors degree. If you have one upon hiring in you can become a manager in a few months. I saw that first hand.