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?