Kristen Kumar is a customer experience team lead- a job title which she describes as a gross understatement of her actual responsibilities. Kristen has 4 direct reports and is a newer manager, but learning a lot very quickly. I spoke with Kristen about what's working and what's not with her team, and the other leaders she works with.
What's Not Working
One of the major stumbling blocks Kristen mentioned is the lack of autonomy that many of her employees feel. Most of the employees at this company work remotely and upper management is strict about how they use their time. Kristen shared how she understands that company leaders want the employees to use their time wisely. However, she can also see how discouraging and frustrating it is for her team to feel like someone is breathing down their necks all day making sure they're constantly working. She is working on creating a different environment for those who report to her.
"I want my team to feel like I trust them to be adults and do their job. No one wants to be micromanaged."
Because the company Kristen works for is a startup, there are a lot of systems that just aren't in place yet. She shared the programs for feedback, incentives, and more that she is working on to make her team's lives easier and more organized. The lack of systems in place contributes greatly to the lack of autonomy many employees feel. Everyone is learning and growing together which can create a difficult work environment at times.
"For employees to have autonomy in their position, they have to have the resources they need to do their job in the first place."
What's Working
A few of the most effective aspects of Kristen's leadership style are her directness and understanding. She has never expected her employees to be perfect or never make mistakes. When there are issues she is clear and direct about them and avoids talking to others too much about those issues.
"It's never a good idea as a manager to gossip about your team. If there's a problem you can coach them on it. If it's not enough of an issue to talk to them about, then it doesn't need to be talked about at all."
Here are a few of Kristen's main keys to management success that I took away from our meeting!
Give direct and clear feedback in a kind way
Connect with your employees on a personal level
Give your employees the tools they need to succeed
Allow your team the space they need to do their job