- Oversee the day-to-day workflow of your pod, assigning tasks and leaves to ensure coverage needs are met and SLAs are maintained.
- Serve as the primary escalation point for complex or sensitive leave situations within your pod.
- Work with CX Managers to identify areas of improvement for pod members.
- QA leave plans, payroll plans (PPPs), and email communications to ensure accuracy, consistency, and a high standard of customer experience.
- Provide on-the-job training and mentorship to Leave Guides on your pod, supporting new hires and upleveling experienced staff.
- Identify, innovate, and take initiative on new processes to drive efficiency and productivity improvements.
- Serve as the voice of Guided customers to assist cross-functional teams with product and service refinement.
Quality AssuranceMentorshipProcess improvement