Customer Experience Manager - Leave Specialist

at  Sparrow

ABOUT US

Sparrow is the first high-tech, high-touch employee leave management solution. Our mission is to make it simple for companies to provide their employees with all kinds of leave (i.e. family, medical, etc.).
Currently, the leave management process is painful and inefficient for everyone. Company leaders struggle to keep up with regulations and processes that change frequently, and the employees going on leave are overwhelmed by bureaucracy at an exceptionally important juncture in their career. Sparrow transforms this ordinarily tedious, error-prone, complex to remain compliant, and time-consuming process into a 30-minute end-to-end experience saving teams time (20 - 40 hours per leave) and money (up to $30K per leave).
Sparrow is headquartered in San Francisco with remote employees across the country. Sparrow is a diverse, highly talented, and supportive team. Together, we are hardworking, collaborative, smart, and humble—after all, we’re solving real problems.

ABOUT THE ROLE

We’re building our Customer Experience organization and looking for experienced people leaders to lead, coach and develop our team of Leave Specialists as they maintain an impressively high level of customer satisfaction and engagement.
As part of Customer Experience leadership, you’ll focus to ensure your team provides Sparrow’s world-class experiences for every client and every employee.

HERE’S WHAT YOU’LL DO

• Manage and Develop a Team of Leave Specialists:
• Manage and inspire a group of dedicated leave specialists who support our customers and their employees
• Drive individual and team performance using metrics and team KPIs
• Provide direct, constructive, real-time feedback to direct reports and peers to boost growth and performance
• Engage with your team’s professional development
• Become very familiar with leave management and Sparrow best practices
• Build relationships with HR partners:
• Lead recurring meetings with our largest customers
• Build trust and loyalty among customers through impeccable commitments
• Ensure feedback is regularly collected and acted upon from customers
• In collaboration with the Sparrow team, build a better product:
• Collect and share customer feedback from team members
• Collaboratively identify inefficiencies and implement process improvements