What does it mean to lead with both heart and results? How do strong leaders build teams that thrive while ensuring business success? In this episode of Leadership With Heart, I have the pleasure of speaking with Susan Valverde, Brand President of Sylvan Learning, whose leadership journey is nothing short of inspiring. From starting as a franchisee to leading a national organization, Susan’s path is a testament to perseverance, adaptability, and people-centered Leadership.
Throughout our conversation, Susan shares how her deep belief in her team’s potential has shaped her leadership approach. She reflects on how growing up in an immigrant family, learning English alongside her loved ones, and working through challenges instilled in her the importance of collaboration and resilience. That foundation has fueled her leadership philosophy—one rooted in trust, open communication, and the belief that a strong team is the key to sustained success.
One of the most compelling moments in our discussion is when Susan recalls not showing up as the leader she aspired to be. She shares a vulnerable story of losing a key team member unexpectedly and realizing, in hindsight, that she had missed critical signs about that person’s aspirations.
Rather than dwelling on the disappointment, she took it as a lesson to engage more deeply, to ask better questions, and to ensure that every team member has a space to share their goals. This moment of self-reflection has driven her to foster an environment where leaders support business growth and nurture personal and professional development.
Susan also emphasizes that leadership isn’t about having all the answers but asking the right questions. She highlights the importance of agility in an ever-changing world, especially as Sylvan Learning continues to evolve in the education space. Under her leadership, the company embraces new technologies, enhances learning experiences, and expands opportunities for students across diverse communities. At the heart of it all is a commitment to ensuring that all children, regardless of background, have access to quality education.
This conversation is a powerful reminder that leadership is an ongoing journey. It’s about balancing results with care, making tough decisions while remaining deeply connected to people, and constantly evolving to meet new challenges. As Susan shares her insights, she reminds us that great leaders create space for others to grow, that resilience and adaptability are non-negotiable, and that success is not just about personal achievement. It’s about lifting others along the way.
What are the leadership lessons that have shaped you the most? How do you create an environment where people feel empowered to grow? Let’s continue the conversation.
About Susan Valverde
Susan Valverde became Chief Franchise Operations Officer in August 2016 after a successful 15-year run as a Sylvan franchisee. In her capacity, she has transformed how Sylvan supports franchisees by managing the franchise business consultants, franchisee training, institutional support teams and education operations and oversight. Susan is also key in Sylvan’s new owner onboarding process and regularly holds regional trainings that are focused on key growth areas. With more than 25 years of business experience, she has held leadership positions in various organizations from the Sylvan Franchise Owners Association to the Texas Lyceum and Latinos for Education. Susan holds an MBA from the University of Texas, Edinburg and has been a fellow at the Aspen Institute for ten years.
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About Heather R Younger, J.D., CSP
Heather R Younger, J.D., CSP is a highly sought-after speaker, 2x-TEDx speaker, diversity, equity and inclusion strategist, and contributor to leading news outlets. She is also the Founder and CEO of Employee Fanatix, a leading employee engagement and consulting firm. After over 25,000 employee engagement surveys and years of working with organizations to transform employee engagement, here’s what Heather has seen over and over: When you know how to listen, employees will tell you exactly what they need to bring their full selves to work. Book Heather to speak at your event or organization.
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