I didn't think so. I always thought it was a bit of a 'we're badly run, I agree with everything customers say and give them exactly what they want' attitude.
That way he got made to look the good guy, despite being in charge of that area which was a bit of a shambles.
My manager works in a similar way and it f*cks me off. Makes it look like it's the people who works for hims fault when things go wrong - if it's our fault its poor managerial skills. As it happens, it's not our fault. It's his. I'm gunna go pis s in his coffee now.