Senior Manager, Owner & Guest Support
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Job Description
At Evolve we're a hardworking team serious about hospitality. Our teams work every day to make vacation rental easy for everyone from our owners who trust Evolve to build their business to our guests who rest easy with every stay to our Evolvers who make this difference a reality. Our values anchor our daily decisions and interactions with our customers, communities, and each other. Join our inclusive culture in one of the most rapidly-growing segments in travel. Find your home at Evolve.
Why this role
The Senior Manager of Owner and Guest Support will own the success of a team of Managers and individual contributors who are empowered and engaged to partner with owners and guests to provide timely answers, guidance, and solutions to their vacation rental needs. As a Sr. Manager, you will become them.
What you'll do
- Develop and execute strategies for your team to consistently achieve service metric targets and quality goals
- Manage, develop, and coach a team of Owner and Guest Support Managers
- Create an environment that prioritizes engagement and professional development within the Owner and Guest Support team
- Be a collaborator on and champion of change on projects, initiatives, and improvements that occur within or impact the Owner and Guest Support team
- Closely collaborate with other Senior Managers within the Owner and Guest Support team to ensure alignment of owner and guest processes and execution of initiatives
- Regularly review customer interactions to identify areas of strength and opportunity of your team and gaps within the owner and guest experiences
- Work closely with teammates and customers to understand the employee and customer experiences
- Serve as a collaborator to people leaders across Evolve to develop and streamline processes and communication to deliver on our Owner Promise
What makes you a great fit
- 8+ years of experience in customer service, preferably in a contact center environment
- 3+ years of experience managing teams in an inbound, multi-channel environment
- A forwarding thinking, servant leader who believes that success is achieved through helping others be their best
- Bachelor's degree or relevant experience preferred
- Results-driven mentality and proven expertise in strategies that support teams in meeting department and company metrics and goals
- Experience with Salesforce CRM preferred
- Self-starter who also knows when to ask questions and for guidance
- Data-driven and possesses the ability to identify data needs and analyze information to understand where the team is at and how to take them to the next level
Compensation
For this role our salary range is $108,000 to $125,000, depending on relevant experience. This role will also be eligible to receive a variable annual bonus based on both company and individual performance.
Location
All Evolve team members must live in one of our approved locations by their first day. We can hire from anywhere in the U.S. except D.C. and Hawaii. Some positions may also have restrictions based on compensation in the following states: California, Maryland, New York, Pennsylvania, Rhode Island, and Washington. If you live in Colorado, you can work remotely anywhere in the state, at our downtown Denver office, or a hybrid of both! If you're planning to move soon, please let us know, and we'll be happy to review your application again.
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How we reward Evolvers
Evolvers have access to highly competitive benefits and rewards that support their whole well-being so they can focus on bringing their best selves to work.
Financial
- Industry competitive pay, including equity in the company for all Evolvers
- 401(k) with a 4% match that vests immediately
Family
- 6 weeks of paid parental leave for birth and non-birth parents
- Infertility coverage
- Pet insurance to cover your furry children
Well-being
- Comprehensive health plans that include a 100% employer-paid option for Evolver-only enrollment
- 100% employer-paid dental and vision for Evolver-only enrollment
- 8 free mental health visits
Unplug and Explore
- Take some time away from work with generous PTO, RTO (for full-time, exempt employees) sick, holidays, and a personal holiday to celebrate what's more important to YOU
- Annual Evolve travel credit after 1 year
- Discounts to stay at Evolve properties
Learn Every Day
- World class onboarding programs
- Learning and development opportunities
How we work together
With our core values as our guide, every Evolver helps shape the company we want to work for and the people we want to be. We've cultivated a culture of collaboration, care, and responsibility that we can all be proud of, and we're excited to see what you'll bring as your authentic self.
Still curious about who we are and what we do? Read more about our business and our culture at evolve.com.
EEO
At Evolve, we are committed to diversity and inclusion. As an equal opportunity employer, all qualified candidates will be considered for employment without regard to race, color, creed, religion, age, sex or gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity or gender expression, sexual orientation, marital status, national origin, ancestry, citizenship status, military service or veteran status, physical or mental disability, or any other legally protected characteristic. Evolve participates in e-Verify for all positions.
If you have a disability or special need that requires accommodation at any point in the hiring process, please let your recruiter know.
