Customer Experience Manager - Leave Payroll Analyst

Remote

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 Payroll Analysts as they create payroll plans, help payroll professionals, and support other CX teams.

As part of Customer Experience leadership, you’ll focus on ensuring 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 Payroll Analysts:
• Manage and inspire a group of leave payroll analysts who support the leave specialist team by ensuring that our customers receive timely and correct payroll plans
• Develop and drive individual and team performance using metrics and team KPIs 
• Provide direct, constructive, and real-time feedback to direct reports and peers to boost growth and performance
• Engage with your team’s professional development
• Build relationships with Payroll Administrators:
• Drive Payroll Admin NPS improvements through process improvements
• Build relationships with Payroll admins across Sparrow’s customer base
• Understand HRIS integrations and payroll file formats to improve integrations
• Share best practices across internal and external payroll stakeholders to drive efficient processes
• In collaboration with the Sparrow team, build a better product:
• Utilize customer feedback and internal stakeholder feedback to drive improvements for our Customers
• Collaboratively identify inefficiencies and implement process improvements
• Identify efficiency and automation opportunities and champion change throughout Sparrow

About you

• 5+ years of proven people management experience leading teams of 10-12 individuals
• Experience using data, metrics, and KPIs to effectively manage the team and drive business results 
• Experience taking customer data and partnering with Product to improve the Customer experience
• A minimum of 2 years of direct US payroll, finance, accounting, bookkeeping, or data analysis experience
• Clear communicator - able to provide direct feedback, and set clear expectations within a team and with 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 and collaborative environment
• Passionate about payroll and 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.