Head of Team Member Experience

See more jobs from Sweetgreen

about 4 years old

This job is no longer active

 

The Team Member Experience Team (TMX) is the first point of contact into the People Team and provides operational people services to team members from hire to retire.  The leader for this team will design and implement systems thinking operational approach and strategy aimed at providing a best in class experience to all sg team members at scale.

The team is currently comprised of Payroll, Total Rewards and Benefits, People Support (call center), and HR systems and will evolve as the organization changes. 

We are looking for an experienced team leader, with a background with experience leading internal customer service strategies in restaurant or retail industry, expertise in employment law compliance, outsourcing, and the desire to truly innovate as an industry leader in this space.

Our mission as a People Team is to obsess over the employee experience to enable sweetgreen employees to do the best work of their lives. To this end, you will lead an existing team and work cross-functionally to build and evolve our service level agreements with our internal employees. 


Success in this role will be measured by accomplishing following objectives:

  1. HRIS Implementation - Phase 1: Lead the launch of our new HRIS (Ultipro), by the beginning of April 2020. After that, ensure the base configuration is functioning, quality checked for issues (partner with Business Ops Team), and then monitor the stability of the live solution through KPI metrics you’ll define to ensure a great team member experience. Communicate system status reports to business and technology leadership. 
  2. HRIS Implementation - Phase 2: Oversee the design and integration of Ultipro with existing relevant systems (e.g. Applicant Tracking System, etc.) to reduce manual steps as much as possible in order to open ticket times, data entry error, and other concerns, by end of May 2020. 
  3. Team Member Experience Deep Dive: Review the team member experience through their employee journey and identify opportunities to enhance their experience. Once complete, review the existing team’s skill level, workflows, and team structure to make sure they can meet the needs of the new Team Member Experience. Finally, establish KPI/metrics to monitor the team member experience and use these to report to the business as well as troubleshoot issues within the system.
  4. Conduct an operational review of the current processes to develop an upgrade plan:
    1. Compliance: By 60 days into the role, ensure all processes and practices meet state and federal requirements by working with the Associate General Counsel, Employment to review our existing ways of working, without sacrificing opportunities to elevate the team member experience. 
    2. Operational Review: During the first 60 days conduct a complete operational review of existing processes, procedures, and methods. As part of this review prepare a process flow map identifying defining roles and responsibilities. Highlight voids, bottlenecks, and organizational restraints and include a series of recommended actions.
    3. Reorganization: By end of Q2 2020, prepare a long term plan with the goal of transitioning the existing team from separate transactional sub-teams into a fully integrated, metrics-driven, multidiscipline support center. This should include business process reengineering, staff needs, technology and system requirements, training, budget requirements, and organization structure. Present this plan for formal review by senior management on June 1st, 2020.

In order to be successful in this role, you will need to have experiences where you led a large team reorganization (15+ members), coached the team through the change, and did all of this in the face of headwinds in a fast-paced and ambiguous environment. Your leadership chops should include the ability to as a superb project and program manager, able to assess needs, set a vision, prioritize appropriately, present creative solutions, develop action plans, execute and measure results. Experience with the following systems is a huge help: ZenDesk), UltiPro, and Greenhouse.

NOTE: Reports to Chief People Officer. Candidates must be willing to relocate to the Greater Los Angeles area. Restaurant experience or similar industry, supporting a variable/hourly workforce is strongly desired.

What you’ll get:

  • Competitive pay + bonus plan based on performance
  • Health, dental + vision insurance
  • 401k
  • Flexible PTO, because we respect the need for work/life harmony
  • An opportunity to make a real impact on the people around you, both by growing them and by connecting them to real food
  • To live the sweetlife and celebrate your passion + purpose
  • A collaborative family of people who live our core values and have your back
  • A clear career path with opportunities for development, both personally and professionally
  • Free sweetgreen swag
  • Complimentary sweetgreen

Come join the sweetlife! 

About sweetgreen:

sweetgreen is on a mission to build healthier communities by connecting people to real food. We passionately believe that real food should be convenient and accessible to everyone. Every day in each sweetgreen restaurant, our 4,000+ team members make food from scratch, using fresh ingredients and produce delivered that morning. And in our local communities, we’re committed to leaving people better than we found them. We’re in the business of feeding people, and we’re out to change what that means. Our people are our most valuable ingredient - the heart of our company, the face of our brand, and what truly makes the sweetgreen experience special and unique. 


sweetgreen provides equal opportunities for everyone that works for us and everyone that applies to join our team, without regard to sex or gender, gender identity, gender expression, age, race, religious creed, color, national origin, ancestry, pregnancy, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, any service, past, present, or future, in the uniformed services of the United States (military or veteran status), or any other consideration protected by federal, state, or local law.

sweetgreen participates in the federal government's E-Verify program to determine employment eligibility. To learn more about the E-Verify program, please click here.