Leave Support Team Manager

The Leave Support Team Manager is responsible for leading and developing a pod of Leave Specialists (LSs), ensuring the team delivers high-quality, empathetic leave administration while achieving operational performance goals and service standards.

This role serves as the bridge between strategic leadership and daily execution, helping drive consistency, accountability, team development, and customer experience excellence across the Leave Success organization. The Leave Support Team Manager is both a people leader and an operational leader, coaching team members, managing escalations, supporting workflow execution, and reinforcing best practices across the pod.

The ideal candidate is an empathetic and adaptable leader who thrives in a fast-paced environment, enjoys developing people, and is passionate about delivering exceptional customer experiences.

Day in the Life:
Team Leadership & Development

• Supervise & Coach: Direct a pod of Leave Specialists, conducting regular 1:1s for development, feedback, and accountability.
• Onboarding & Morale: Guide new hires through onboarding, maintain high team morale, and lead through organizational change.
• Coverage Management: Coordinate team PTO, leaves, and return-to-office schedules to ensure consistent coverage.

Operational Excellence

• Performance Ownership: Meet operational SLAs, quality standards, and customer satisfaction metrics.
• Caseload Management: Oversee workload balancing, case distribution, and appropriate escalation routing.
• Compliance & Collaboration: Enforce adherence to SOPs and partner cross-functionally (CS, Ops, Product, Compliance) to optimize workflows.

Training & Enablement

• Skill Development: Drive adoption of new features/workflows and identify knowledge gaps to improve training.
• Knowledge Management: Support ongoing education on leave laws and maintain internal process documentation.

Customer Experience & Continuous Improvement

• Escalation Support: Act as the point of contact for complex leave cases and customer concerns.
• Process Innovation: Advocate for tool and workflow enhancements based on team feedback, including the responsible integration of AI tools.

Success Metrics
Success in this role is measured through:

● Team SLA adherence and operational performance

● Leave quality audit accuracy

● Customer satisfaction and employee experience scores

● Team engagement and retention

● Successful onboarding and ramping of new team members

● Adoption of new tools, workflows, and product enhancements

You're a great fit if:

● You have 2+ years experience leading remote customer-facing operational and/or support teams

● Proven strong coaching and people development skills

● Exceptional communication and conflict resolution abilities

● Ability to navigate ambiguity and adapt quickly in evolving environments

● Strong organizational and prioritization skills

● Comfort managing escalations and balancing operational demands

● Experience working cross-functionally with Customer Success, Operations, Product, Implementation, or Compliance teams

● Empathy, emotional intelligence, and a customer-first mindset

● Experience in leave management, HR technology, benefits administration, or related fields preferred

Pay Rate: $29/ hour
Start Date: ASAP!
Schedule: 8am - 5pm | Monday-Friday 8am-5pm preferably in MST or CST
Training: 4-6 weeks | Monday-Friday 8am-5pm MST

Equipment is provided!

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Locations not eligible: 

• OCONUS - EU Countries
• California
• District of Columbia
• Illinois
• Montana
• Rhode Island