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We love all the perks that you have mentioned too! The ability to allow our supervisors to own and drive key processes is important for their growth and development. It’s always a great resume builder and prepares you for whatever steps you choose to take moving forward in your career. Being able to offer unlimited PTO is awesome; not to mention the views, building, and unlimited snacks in the kitchens. I’ve had my fair share of chocolate almond lunches (am I right?). Our 401(k) benefit is phenomenal. We match dollar for dollar up to 6% after 1 year. AMAZING!
It’s very concerning that the feeling is that specific situations are being handled “sneakily” because we try to be as transparent as possible with any decisions that are made on behalf of the Salt Lake site. I will admit, there are times, that due to legal or business integrity reasons, we do have to remain confidential with certain details. If there is something specific you’d like to discuss, please reach out to your leader or someone in HR.
We have been very fortunate to experience a season of rapid growth and promotion over the past few years and we have now reached a status similar to other companies where we focus on stabilizing the business. This doesn’t mean that promotions do not happen, it means that they just aren’t as fast as they were in the past. As you mentioned, there are plenty of ways we can continue to grow and develop our high potential employees in the building whether it be through project or process ownership.
Part of stabilizing is also getting to a healthy agent to supervisor ratio. Industry standard is anywhere between 12-20 agents to every supervisor. Currently, we are in that ballpark. This is a very reasonable number. Every Supervisor has at least one Team Lead who can assist with project work. Most of our technical support teams also have a Senior Specialist to help with similar work!
Our Sr. Leaders in SLC are involved with our technical support teams to provide leadership, strategy and guidance. They typically aren’t going to understand the finer details of process and work flow. The Supervisors, Team Leads and Jet Heads are the experts in their respective scope of responsibility.
As to your advice, we couldn’t agree more. We think it’s important to be developing our high potential leaders. While we do always look for ways to engage these leaders in developmental opportunities, we aren’t able to promote everyone into a higher-level role. We would love to hear if you have any feedback about how to continue to develop leaders in ways other than title or money, as you probably well know, there are many ways to gain experience and development. At the end of the day, without having a discussion around the specific situations your concerned about nothing can change. Dave H., VP Member Services
