Customer Experience Manager

2 months ago


Remote, Oregon, United States Sparrow Full time
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 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.



  • Remote, Oregon, United States PointClickCare Full time

    For more than 20 years, PointClickCare has been the backbone of senior care. We've amassed the richest senior care dataset making our market density untouchable and our connections to the healthcare ecosystem exponentially more powerful than those of any other platform. With Collective Medical & Audacious Inquiry, we've become the most expansive,...


  • Remote, Oregon, United States Spot & Tango Full time

    Who We AreSpot & Tango is an innovative pet health & wellness brand that delivers personalized meal plans on a subscription basis. Our recipes are developed by leading animal nutritionists, and are made with only real, human-grade ingredients... and nothing artificial We have lofty goals (to make every dog in the country healthier, and every pet parent...


  • Remote, Oregon, United States Home Chef Full time

    This Is Who We AreFounded in 2013, Home Chef is the leading meal solutions company with both a retail and online presence. Available online at and in retail at more than 2,100 Kroger grocery stores, Home Chef is committed to inspiring and enabling more people to cook simple, delicious meals, no matter how busy they are. Home Chef is thrilled to introduce...


  • Remote, Oregon, United States DoseSpot Full time

    PE-backed start-up, DoseSpot is a dynamic and innovative leader in the electronic prescribing software market, and its subsidiary, pVerify, is an industry leading insurance verification solution. We are on a hyper-growth curve at the intersection of the software and healthcare industries. We need great team members to capitalize on these opportunities and...


  • Remote, Oregon, United States Xometry Full time

    Xometry (NASDAQ: XMTR) powers the industries of today and tomorrow by connecting the people with big ideas to the manufacturers who can bring them to life. Xometry's digital marketplace gives manufacturers the critical resources they need to grow their business while also making it easy for buyers at Fortune 1000 companies to tap into global manufacturing...


  • Remote, Oregon, United States Blueland Full time

    Blueland is revolutionizing conventional cleaning and personal care products to eliminate the need for single-use plastic packaging, while prioritizing the planet and people. We believe that we should be able to have a clean home without sacrificing a clean planet and that sustainable choices should be effective, convenient, and affordable. We also believe...


  • Remote, Oregon, United States Conduent State Healthcare, LLC Full time

    Remote Call Center Customer Service Representative Medicaid Member Support – Tier 1 For The State of Kentucky ( You Do Not Need to Reside in the State to be Eligible, Please see below the states NOT Eligible ) Remote - Customer Service Representative $16.50/ HourlyPaid Training Equipment ProvidedFull-time with Full Benefits Are you seeking an...


  • Remote, Oregon, United States Connecteam Full time

    Who Connecteam is:Connecteam is a fast-growing startup on a mission to change the mobile and low tech employees workforce experience. With over 2.7B remotely workers across the globe, the challenges and capabilities for advancement are endless. Our business management platform helps thousands of businesses thrive by taking away the daily hustle and...


  • Remote, Oregon, United States Veterinary Emergency Group Full time

    About UsVeterinary Emergency Group (VEG) is a rapidly growing emergency company with hospital locations across the United States. Our mission is to provide exceptional care and support to people and their pets when they need it most.Our CultureWe are revolutionizing emergency medicine with a customer-first mentality and a true, employee-centric work...


  • Remote, Oregon, United States SmarterDx Full time

    RoleSmarterDx is seeking a talented Customer Success Manager who can help our customers thrive. In this role, you will ensure our health system clients have a positive experience with SmarterDx by developing deep relationships with clients, from hospital CFOs to Clinical Documentation Specialists to IT managers and beyond. You will collaborate with...


  • Remote, Oregon, United States Noggin Full time

    Why Noggin?We are excited to announce we are now a Motorola Solutions CompanyWe work with heart.Noggin has been in the safety, security and incident management industry for over a decade. Our SaaS product is critical in supporting everything from natural disasters and emergencies to business continuity incidents, security management and more. We enable...


  • Remote, Oregon, United States Arcadia Full time

    Arcadia is dedicated to happier, healthier days for all. We transform diverse data into a unified fabric for health. Our platform delivers actionable insights for our customers to advance care and research, drive strategic growth, and achieve financial success. For more information, visit Why This Role Is Important to Arcadia At , the Customer Success...


  • Remote, Oregon, United States Tenna Full time

    Tenna is searching for an experienced Customer Account Manager to join the team. The Customer Account Manager's two primary focuses are to act as trusted partners to our customers and advise them on how the Tenna platform can provide even more value than what was previously imagined. Our Customer Account Managers will work closely with their dedicated...


  • Remote, Oregon, United States RingCentral Full time

    RingCentral Events Manager, Customer Success - Events (Remote)Say hello to opportunites.It's not every day that you consider starting a new career. We're RingCentral, and we're happy that someone as talented as you is considering this role. First, a little about us, we're a $2 Billion annual revenue company with double digit Annual Recurring Revenue (ARR)...


  • Remote, Oregon, United States SchooLinks Full time

    DescriptionThe Schoolinks Customer Success Team is continuing to grow as we bring on new customers. We're looking for passionate, customer centric individuals to be the next Customer Success Managers. Your Responsibilities will include...Serving as the main point of contact and build relationships with our districts through the various life cycle milestones...


  • Remote, Oregon, United States Zenput Full time

    Global restaurant brands run their operation on the Crunchtime platform. Delivering a consistent guest experience across every location and managing food and labor costs are at the core of how Crunchtime's software is used today in over 125,000 locations across 100+ countries by the world's top restaurant and foodservice operators. Customers including...


  • Remote, Oregon, United States Cyware Full time

    About CywareCyware delivers an innovative approach to cybersecurity that unifies threat intelligence, automation, threat response, and vulnerability management with data insights gleaned from assets, users, malware, attackers, and vulnerabilities. Cyware's Cyber Fusion platform integrates SOAR and TIP technology, enabling collaboration across siloed security...


  • Remote, Oregon, United States Truv Full time

    The Work We're Doing:Truv is the one-stop platform for income and employment data that empowers use cases such as income and employment verification, direct deposit switch, paycheck-linked loans, and others. We believe that discerning fact from fiction about an applicant's employment and income shouldn't be a process that takes days, dozens of phone calls,...


  • Remote, Oregon, United States Kraft Heinz Full time

    Job DescriptionJob Purpose Here at Kraft Heinz, our US Sales team aspires to be an Indispensable Partner with a Growth and Winning Mindset, acutely focused on Superior Execution every day. This is our guiding compass to grow something great and make life deliciousThis Customer Sales Manager (CSM) position perfectly embodies that ambition, as you will own &...


  • Remote, Oregon, United States 1047 Games Full time

    1047 Games began with the simple principle that people should have fun while making great games. Bucking convention and driven by a passion to create the ultimate gaming experience, Ian Proulx and Nicholas Bagamian founded 1047 Games in 2017 in their Stanford dorm room. Their love for arena shooters of the past drove them to create Splitgate, a unique sci-fi...