Leadership Isn’t a Title. It’s How You Show Up: Insights from Bo Russell’s 18-Year Career at ADT
Eighteen years ago, Bo Russell applied to ADT after relocating from New York to Knoxville, Tennessee. It was meant to be temporary. A job to help him settle into a new area. “I had no plans on being here forever,” he says. “It was a job to get my foot in the door, get used to the area, and whatnot.”
Over time, that perspective changed. The work became personal. The responsibility became real. And the mission became something Bo believed in deeply. “You really become what it is that you do,” he says. “You believe in what it is that we do. Helping save people’s lives.
Today, as a Unit Manager, Virtual Service Center, Bo leads teams that keep customers protected and systems reliable when it matters most.
From a Job to a Responsibility
For Bo, staying at ADT for nearly two decades comes down to understanding the impact behind the work, and that responsibility shapes how he coaches his teams.
“You’re not here just to answer a phone,” he says. “You’re here to help save lives. You’re here to make sure somebody’s alarm system is working properly or to fix a broken one. To make sure their kids are taken care of when they’re at home,” he says. “That’s what it’s about.”
Every interaction matters, because every call represents a real person relying on ADT for protection and peace of mind.
Leadership Built on Fundamentals
Over the years, Bo’s leadership philosophy has stayed consistent. Strong outcomes start with strong foundations.
“If you don’t have a strong foundation, you can’t build on it,” he says. “And if you do build on it, it’s just going to crumble the first time adversity comes.”
That foundation is made up of habits that may feel small day‑to‑day, but carry lasting impact.
“Staying up to date on your admin work. The small nuances of the job people think are a pain to worry about,” Bo explains. “Those things matter. You can always lean back on them.”
Leading by taking ownership means doing the right things consistently, even when they feel routine. It also means setting clear expectations and helping people meet them.
“I always lead with expectations,” Bo says. “You have to understand what your leader expects of you.”
Treat Every Customer Like Family
Bo’s teams anchor on empathy and accountability.
“Ensure that the person that’s calling is getting the best service they can possibly get,” he says. “Treat them like a close family member or friend. I want my mom taken care of. I want my son taken care of. I want my spouse taken care of. That’s the mentality we have to have.”
That standard is part of how he coaches.
“When we’re coaching our people, we have to be able to instill that same set of values in them as well.”
This focus on care and consistency is how ADT earns customer trust day after day.
Bo and colleagues at ADT’s Executive Leadership Team’s trip to Knoxville in October 2025. Pictured from left to right is Amy Root, Vice President of Operations Service Centers (left), Shayla Hawkins, Customer Technical Support Team Manager (second to left), Bo Russell, Virtual Service Center Unit Manager (second to right), and Al Ndamiye, Senior Team Manager of Quality and Care Support (right).
Growth Requires Humility
Eighteen years in, Bo still treats leadership as a practice and reflects on what it takes to be a strong leader.
“Seeking feedback,” he says. “Checking your ego at the door. Humility. Vulnerability.”
Those qualities are not always easy, but they are essential.
“Sharing your weaknesses and understanding there’s always room for growth,” Bo says. “Those are things I still work on.”
This mindset creates stronger leaders and stronger teams, while reinforcing a culture where learning never stops.
Advice for Those Ready to Step Up
For candidates ready to grow into leadership, Bo’s advice is direct.
“Be willing to do what others aren’t,” he says. “It’s honestly not hard to outwork the person next to you if you show up and give 100 percent every day. If you show somebody that you can do a job that you want to do, the opportunities are going to come your way.”
Bo is also honest about the challenges that come with growth.
“There are going to be days where you sit at your desk and you’re going to quit 300 times a day,” Bo says. “But keep showing up. Keep showing up and good things happen.”
Leadership Without Limits
Bo’s 18‑year career at ADT is proof that leadership is not tied to a title. It’s built through consistency, accountability, and how you show up every day.
By owning the fundamentals, supporting others, and staying connected to the purpose behind the work, leaders across ADT help strengthen the business and protect what matters most.
Interested in building a career where leadership starts with action? Explore current opportunities at ADT here and learn how you can make an impact from day one.
