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South Park Commons Fund
South Park Commons Fund

Customer Experience Manager - Leave Specialist



Customer Service
Posted on Monday, April 29, 2024

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

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

Why Sparrow?

Our work at Sparrow is impactful. We help People teams with one of the hardest parts of their job, and we support employees at a time when they need it most. We’re driven by our mission, much like a nonprofit, but with the resources and scale of a fast-growing venture-backed company.

Sparrow is proud to be an equal opportunity employer. While we are united by our excitement for the mission and product, the diversity of our experiences is one of our strengths. The Sparrow team is made up of people with all types of backgrounds, and we have teammates in 30 states and counting. To learn more about the Sparrow team and its benefits, check out our careers page.