Customer Experience Manager - Leave Specialist

Summary

Join Sparrow's growing Customer Experience team as a People Leader! You will manage and develop a team of Leave Specialists, driving performance through metrics and providing constructive feedback. This role requires 3+ years of people management experience leading teams of 10-12 individuals, utilizing data to drive results, and communicating effectively. You'll build relationships with HR partners, ensure customer satisfaction, and collaborate on product improvements. Sparrow offers a mission-driven environment and the resources of a fast-growing company. This is an opportunity to make a real impact, supporting both People teams and employees during crucial life events.

Requirements

• 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

Responsibilities

• 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