Directly facing customers has its benefits. At the very least, you’ll know the exact second that you piss someone off. It sucks, but you can pivot from it.
In my experience with large corporations, there is no means or training for a manager to effectively deliver negative feedback. We all fuck up sometimes and deserve it, but big, linear corporate structures have this amazing way of fostering management cultures that satisfice. And trust me, we’re all a little shittier for it.