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International Women’s Week Spotlight – Caitlin Hacker
Caitlin Hacker
Leadership Development Program Coordinator
When did you start at Heritage (or previously acquired companies) and what was your first position?
I started as a temp in September 2015, and was hired on full time in January 2016. I was an Account Coordinator, similar to our Customer Service Rep role now.
Define a great leader—what are some traits you think great leaders possess?
A great leader is more than a coach. When a team member is down and needing help, a leader would jump right in and work alongside them. A leader has to get in and do the work to be able to understand the team and continue growing their knowledge base to stay sharp.
What is one of the biggest challenges you’ve faced in your career?
I would say my biggest challenges was finding my management style. A few years after being an Account Coordinator, I was then managing our Customer Service Reps within the Customer Experience team. I had to learn what my own management style was, while also keeping it fluid to adapt to what my team needed from me. Each individual is different, so the way I coach and mentor should pivot with each one of them. While it was a challenge, it has been a growth and learning journey, but I would say it is one of the best parts of my job. I love learning about others to be able to provide for them the best way possible.
Do you have any tips, strategies you’ve employed, or lessons learned throughout your career that you would like to share with aspiring female leaders?
Don’t be afraid to pivot. If something isn’t working, change it. Just because it isn’t working now, doesn’t mean it didn’t start out as a great idea. Our industry changes often, so you have to be willing to change with it. Try new ideas and find what works, but be flexible for the future.
