Kelly Costanza
Chief People Officer
CAVA
Episode 1
Beyond Benefits: Why a Full Human Experience Drives Business Success
Current chapter: This episode is presented by Previ, the only free tool that boosts internal communication
Built By PeopleFebruary 18, 2026 · 22:56
Thesis
“Successful organizations, particularly in frontline-heavy industries, must prioritize a 'full human experience' for employees by deeply embedding values, fostering human connection, and continuously adapting programs to meet evolving needs, thereby enabling exceptional customer experience while leveraging technology to enhance, not replace, human interaction.”
Show notes
Episode Description:
CAVA's stock has risen over 300% since its IPO. Its restaurants average $2.6 million in sales. It's on a path to 1,000 locations by 2032. But behind those numbers is a people strategy that most fast-growing brands get completely wrong.
In this episode of Built by People, we sit down with Kelly Costanza, Chief People Officer at CAVA — the woman CAVA's own CEO credits with rebuilding the company's culture from the ground up after a $300M acquisition nearly broke it. Kelly pulls back the curtain on how CAVA turned a cultural crisis into a competitive advantage, and what it actually takes to scale a people-first organization without losing your soul in the process.
This isn't a feel-good story about ping pong tables and unlimited PTO. It's a frank conversation about the hard, systematic work of investing in frontline workers — creating real career ladders for hourly employees, redefining leadership competencies for a post-pandemic workforce, and building a "human deal framework" that treats team members as whole people, not just labor costs.
If you lead people in the restaurant industry, manage HR at a high-growth company, or are trying to figure out how culture actually scales — this episode will change how you think about your job.
What you'll learn:
- How CAVA rebuilt its culture after a major acquisition — and how they measured it
- Why Kelly defines generosity as a business strategy, not just a value statement
- The specific career pathways CAVA created for frontline and hourly workers
- How emotional resilience became a core leadership competency post-pandemic
- Where technology fits in a people-first culture — and where it doesn't
What you'll take away
- 1Prioritize a 'full human experience' for employees, addressing holistic needs (flexibility, personal growth, shared purpose, well-being) beyond just career growth.
- 2Embed core values deeply into all programs, communications, and recognition to genuinely live them, rather than merely stating them.
- 3Clearly define leadership competencies (e.g., emotional resilience, service mindset) and tailor specific behavioral expectations based on an employee's level.
- 4Link performance on defined competencies directly to compensation and career progression (e.g., tying impact plan performance to bonus payouts).
- 5Leverage technology to enhance productivity and the human experience, but exercise caution to avoid replacing vital human connection and interaction.
What most organizations get wrong
- •Linking competency performance directly to bonus payouts, moving beyond a sole focus on financial results, is a practice not all organizations adopt.
- •Offering annual stock grants to General Managers in restaurants, which is a program typically reserved for director-level and above roles in many companies.
- •Challenging the notion that technology should replace human connection, advocating for a hybrid approach where technology enhances rather than supplants personal interaction.
In Kelly's words
“We believe and bringing heart, health, and humanity to food. And the only way we do that is through doing that for our people.”
This quote highlights CAVA's core philosophy of prioritizing employee well-being as foundational to their brand mission.
“Generosity first, always... we actually live it in all the programs we create. The way we communicate with each other, our recognition programs are really designed around our values.”
It emphasizes the practical, integrated approach CAVA takes to embed its values into daily operations and employee experience.
“after the pandemic, the idea is that people are going to companies for their entire life to be better, for the full scope of their human needs to be met.”
This defines the 'Human Deal Framework,' illustrating a shift in employee expectations post-pandemic.
“One of the most specific competencies, to answer your question around what's different, is emotional resilience.”
This identifies a critical leadership trait for the current environment, distinguishing it from past expectations.
“I think where technology can be most useful to us is when it can help us with productivity... where it can be overhyped is when we think about it potentially replacing human connection because nothing replaces human connection.”
Kelly articulates a nuanced perspective on technology's role, stressing its enhancement of, rather than replacement for, human interaction.
“I would wave a magic wand by saying, let's give everybody what they need in order to make their lives as easy as they can be in the workplace so that they can then in turn give that great guest experience.”
This encapsulates the ultimate goal: empowering employees to provide excellent customer service by optimizing their own workplace experience.
The problems this episode addresses
- •Frontline workers often struggle to identify and access clear career pathways for advancement within the organization.
- •Ensuring cultural values are consistently understood and applied across a rapidly growing and geographically dispersed workforce can be challenging.
- •Achieving the right balance between implementing automation and technology while maintaining essential human connection in service-oriented roles.
- •Adapting leadership expectations and behaviors to address contemporary workforce demands, particularly regarding employee resilience.
- •Maintaining executive-level connection and responsiveness to the day-to-day challenges and feedback from the frontline workforce.
In this episode
This episode is presented by Previ, the only free tool that boosts internal communication
Built by People
Dave: I'm excited to welcome Kelly to the Built by People podcast
Built by People: Kelly Cava
Cava has grown extraordinarily quickly, but its values have stayed constant
Cava's Values
Generosity is woven into Cava Foods employee value proposition
Cava Foods: The Value of Generosity
Cava invests in frontline talent through a variety of training initiatives
Cava Restaurants' Commitment to Frontline Talent
Kelly, how do you approach career pathways and mobility for frontline workers
Growth and Mobility at Kava Restaurants
What does effective leadership look like in the restaurant environment today compared to 5 years ago
What Does Effective Leadership Look Like in the Restaurant Environment?
Kelly: We use the competency model to evaluate talent and succession planning
Employee Competency Model
Where do you think technology is being overhyped and where is it helping
The Future of Work and Tech
Kelly, are employees at Cava bringing new expectations to their own employee experience
Cava: Employee Experience Post-Pandemic
If you could wave a magic wand and fix one systematic people challenge in the restaurant industry
Cava Restaurant Team Meeting
Kelly, what parting advice would you like to give to people leaders supporting fast-growing organizations
In the End: Connect with Your Team
Topics covered
Organizations and entities mentioned
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