Customer Experience Manager - Leave Specialist

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

About you

• 3+ years of proven people management experience (must be as a direct manager responsible for individual growth development and performance)

• 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