Customer Experience Manager - Leave Specialist

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

About you

• 5+ years of proven people management experience 
• Experience leading and managing teams of 10-12 individuals 
• Experience using data, metrics, and KPI’s to effectively manage the team and drive business results 
• Clear communicator - ability to provide direct feedback, and set clear expectations within team and cross-functional stakeholders 
• Ability to work cross-functionally to identify and drive initiatives that prioritize customer happiness and employee satisfaction
• Thrives in a high-growth, collaborative environment
• Passionate about supporting Sparrow’s customers