Leave Experience Manager

About the Role

The Leave Experience Manager is responsible for improving and scaling the operational experience of the Leave Success organization. This role sits at the intersection of operations, process design, customer experience, training, and product enablement. The ideal candidate is highly organized, operationally-minded, collaborative, and passionate about creating scalable processes that improve both employee and customer outcomes.

This role reports directly to the Director of Leave Success and will partner closely with the Leave Success team, Customer Success Managers, and Account Managers, serving as a key resource for SOP creation, internal process training, workflow optimization, escalation support, and operational guidance on leave-related best practices. This person will partner closely with Product on feature rollouts impacting the Leave Success experience, advise on policy and workflow decisions, and support customer conversations when operational expertise is needed. This role is not responsible for day-to-day account management or administering leaves directly but serves as a strategic consultant and operational leader to help teams manage leave more effectively and consistently.The LEM may occasionally be required to be on call during weekends to provide guidance and support to Coordinators. If this is required for a weekend, there will be adjustments to the M-F schedule to accommodate (example: Friday or Monday off). 

Process Design & Operational Excellence

What You'll Do

• Create, maintain, and optimize SOPs, workflows, and internal process documentation across the Leave Success organization, including Help Center articles 
• Design scalable operational processes that improve efficiency, consistency, compliance, and customer experience
• Evaluate existing workflows and recommend improvements based on operational data, team feedback, and customer trends
• Approve or deny custom workflows, operational exceptions, and non-standard task requests from customers based on business impact and scalability
• Partner with leadership to identify operational gaps and implement sustainable solutions

Leave Coordinator Team Leadership

• Lead and supervise the Leave Coordinator team, providing coaching, performance management, workload oversight, and ongoing development to ensure consistent, high-quality support across the Leave Success organization.
• Partner with the Director of Leave Success to align coordinator work with strategic priorities, ensuring team capacity is focused on the highest-impact work for customers, employees, and internal operations.
• Ensure Leave Coordinators are effectively supporting pod operations, partnering with Pod Leads and Managers to allocate resources appropriately, balance workload, and adjust support based on business and customer needs.
• Identify and implement opportunities for Leave Coordinators to expand operational support, helping remove administrative burden from Leave Specialists and improving overall team efficiency and scalability.
• Own the quality, accuracy, and consistency of coordinator work, establishing standards, conducting audits, coaching for improvement, and ensuring timely, professional execution.

Training & Team Enablement

• Partner with the Leave Operations & Training Lead to develop and facilitate training programs on internal workflows, procedures, systems, and best practices
• Reinforce operational standards and ensure teams are following established procedures consistently
• Serve as a subject matter expert and consultant for workflow-related questions 

HR & Leave Operations Advising 

• Advise internal teams and customers on leave-related operational best practices, policy implementation considerations, and workflow design
• Partner with HR and customer-facing teams on policy updates and operational impacts
• Consult on complex or unique customer leave management scenarios to help determine scalable and compliant operational approaches
• Support escalation management and operational problem-solving for high-impact customer or employee issues
• Staying up-to-date on leave processes and workflows by attending team meetings, trainings, and enablement sessions (perhaps building a leave occasionally for the practice) 

Cross-Functional Collaboration

• Work closely with Product and Engineering teams to support the rollout and adoption of new features impacting the Leave Success experience
• Provide operational feedback and an end-user perspective during product development
• Partner with Customer Success, Account Management, and Leave Success leadership on operational initiatives and customer experience improvements

What This Role Is

• A strategic operational and process-focused role
• A partner to Leave Success, Product, Customer Success, Leave Compliance and Account Management
• A leader in workflow optimization, training, scalability, and operational consistency
• A key contributor to improving the employee and customer leave experience

What This Role Is NOT

• Day-to-day account management or customer support
• A traditional leave administration role managing individual leave cases from start to finish
• Responsible for owning a personal caseload of leaves
• “In the weeds” of daily leave processing, though this role will consult and advise on leave scenarios, policies, and workflows as needed
• A resource for sales team prospect calls, unless approved by the CGO to attend buyer calls (but can be an advisor to prep for calls or answer questions) 

Qualifications

• Experience in leave administration, HR operations, customer operations, or workflow/process management
• Strong understanding of leave management workflows, operational best practices, and customer experience principles
• Proven ability to build SOPs, training materials, and scalable operational processes
• Excellent communication and collaboration skills across technical and non-technical teams
• Comfortable navigating ambiguity and balancing operational rigor with practical business needs
• Strong organizational skills with the ability to manage multiple initiatives simultaneously
• Experience working cross-functionally with Product, Customer Success, Operations, and Leadership teams preferred
• People leadership experience: Not required, but highly recommended.

Success in This Role Looks Like

• Teams are aligned on consistent workflows and operational standards
• SOPs and training materials are current, scalable, and widely adopted
• Escalations are resolved efficiently with clear operational guidance
• Product rollouts are smooth and operationally successful
• Customers and internal teams feel supported, informed, and confident in operational processes
• The Leave Success organization becomes increasingly scalable, proactive, and operationally mature

Metrics to be Measured

• Escalation reduction rate
• SOP & workflow completion/adoption >#/p###
• Product rollout readiness score/on-time launches
• Reduction in process-related errors 
• Operational improvement initiatives completed quarterly
• Quarterly metric to be set based on priorities and goals 

Virtues/Competencies 

1. Health & Family First 

• You balance work and personal life effectively 
• You get things done at a pace consistent with the business needs 
• You show up and are reliable 
• You encourage others to put their health and family first 

2. Autonomy + Team. Always 

• You are highly organized and can manage multiple priorities and deadlines at once
• You are focused on scale and building - you understand that pace is equally as important as quality 

3. Be Curious 

• When you don’t have all of the answers, you dig in and ask questions 
• You don’t let negative assumptions drive your actions and instead assume positive intent and find truth 
• You are intentional in discovering the paths of self development Tilt has to offer and seek out opportunities to engage in professional growth 

4. Love Our Customers 

• You show empathy and compassion; you strive to meet people where they are to offer maximum support 

5. Fearlessly Flexible 

• You go with the flow and deal with (lots) of ambiguity 
• You’re not afraid to work without clear direction

Total Compensation 

The projected annual salary range is $83K-$89K USD plus stock options (ISOs), because we believe everyone should have some stake in our business. 

Additional benefits include:

• Comprehensive medical, dental, and vision benefits paid at 100% for all employees and 50% for dependents. 
• 401k + match (100% match on the first 3%, 50% match on the next 2%) 
• $50 monthly to spend on “What Matters Most”
• Responsible Time Off - take what you need, when you need it! 

More about our amazing Perks and Benefits can be found here! 

Remote Work & Flexibility 

We are a fully remote company. We are committed to being fearlessly flexible and ensuring that all employees are set up and have the autonomy to do their best work, as well as have the balance to care for their health, family and life outside of work.  Overall, we trust our team and are focused  on outcomes not outputs. 

Equal Opportunity Employer  

We celebrate and support our differences. We believe in the power of equality which is why we are an equal opportunity employer. Employment at Tilt is based solely on a person’s merit and qualifications related to their professional competence. Tilt does not discriminate against any employee or applicant because of race, color, creed, religion, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy, or any other basis protected by law. We comply with all applicable national, state, and local laws pertaining to nondiscrimination and equal opportunity.

So what do you say? Do you want to join our team?