Sprig's greatest asset is our vibrant, growing, and dynamic community of servers. Your job will be to ensure that Sprig's servers are happy, engaged, executing at the highest standard of excellence, and productive, plain and simple. You'll do this by communicating directly with servers through a myriad of channels--our online community newsletter, email, phone, and in person. You'll need to be a naturally brilliant communicator, an empathetic listener, and a scalable, employee-centric thinker.
Responsibilities of the Position Include:
-Manage server team. Monitor and report on performance issues of servers. Develop and enforce policies and performance expectations. Provide proposed next steps for poor performing servers, and set plans into action to improve Server performance and customer service.
-Develop an informed community strategy with appropriate metrics for measuring success, so that our servers can continue to thrive, now and in the future.
-Brainstorm, create, and implement processes and systems to improve acquisition, retention and the overall Sprig Server experience.
-Drive and improve Server communication channels.
-Engage with Servers one on one to understand logistical and on-the-job struggles that may have contributed to lack of performance.
-Assist Server team with administrative tasks including payroll, bonuses and other administrative needs requiring great attention to detail.
-Plan and execute events in partnership with the People Operations team, organize and lead community building initiatives.
-Build and maintain strong relationships with Servers contributing to their retention and growth at Sprig.
-Manage the growth and development of Servers through coaching and training.
-Carry out the on-boarding of Servers, and ensuring Servers are set up for success.
-Continually support any new initiatives, such as updates to the Server application, or delivery operations.
-Inform the organization! You're hearing the feedback that our entire company needs to hear. Share it around and work cross functionally with our Operations, Product and Engineering teams.
Qualifications for the Role (Knowledge, Skills and Ability)
-Strong motivational and leadership skills.
-Ability to deliver customer service that exceeds customer needs.
-Effective interpersonal and communication skills; organization, planning, and prioritization skills.
-Bachelor degree or equivalent required.
-2-3 years experience in community management or customer support management, or equivalent management at a restaurant group.
-Direct management experience.
-You have a deep sense of empathy, a highly reliable and unflappable nature, and a relentless commitment to making employees happy.
-You excel at making in the moment judgment calls, even in ambiguous situations.
-You have excellent written communication skills and enjoy providing clear, friendly guidance.
-You're a font of creativity--you take pride in coming up with wacky ideas to make servers happy and successful.
-You have an eye for the details, and a disposition for data informed decision making.
-Basic analytical skills.