Manager, Guest Experience

Why this role

We’re all about hospitality and delivering a 5-star experience for our guests! The Guest Experience team at Evolve provides unparalleled support, responsible for addressing pre-stay questions, completing booking requests & modifications, assisting guests & owners through cancelations when they are unable to complete their trip, and working towards resolution if a guest's stay falls short of our Rest Easy Promise. We assist guests with these, and any other hospitality needs they have before, during, or after their stay. As a Guest Experience Team Manager, you will lead a highly purposeful team focused on providing exceptional experiences and making it right for all of our stakeholders -- Teammates, Guests, Owners, and Partners -- on our journey to becoming the most trusted hospitality brand in vacation rental. This highly challenging, highly rewarding, “roll up your sleeves” role is for a resilient and resourceful leader who will coach, mentor, and inspire a team of individual contributors that support Evolve’s stakeholders -- including through complex, challenging, and escalated issues. You will use your growth mindset to build and unlock the potential of the team, and your accountability and drive to achieve individual and team goals. Your emotional intelligence and ethical judgment will ensure hospitality and service recovery, and your high level of care will support Evolve’s stakeholders through stressful and vulnerable situations. 

In this role, you will also have the opportunity to fully utilize the depth & breadth of your skill set by managing operational initiatives that support organizational objectives, increase team efficiencies, support product updates, resolve existing technological errors, and improve cross-functional communication amongst teams. Additionally, you will analyze data in regard to performance and volume to inform decision making and identify potential improvement opportunities.

What you’ll do

• Collaborate to lead day-to-day operations (in the Guest Experience/Owner Support department) while providing operational and administrative support to ensure advancement of short and long-term goals and objectives
• Direct leadership of 10-15 customer-facing teammates, acting as a positive role model while also leading the team to ensure department service levels and  individual performance goals are met or exceeded
• Provide personalized coaching and development for teammates in regular 1:1 conversations. This includes quality assurance reviews, developing and coaching hospitality and customer service skills, and assisting teammates in achieving monthly performance goals
• Support the scheduling of teammates to assure appropriate shift coverage; ensuring people are in the right place at the right time
• Motivate and engage your team by leading meetings, conducting professional development sessions, and having some fun along the way with team building exercises, social activities, etc. 
• Lead team knowledge sharing on relevant topics in the industry and Evolve as a whole, including internal process or organizational changes, vacation rental industry updates, and weekly team performance reviews to drive revenue and hospitality
• Collaborate with leaders across Customer Experience and Evolve to develop and streamline processes and communication
• Help mediate high-level customer issues, including engaging directly with owners, partners, and guests as needed
• Interview and evaluate candidates to join the Customer Experience team; participate in facilitating onboarding these teammates

What makes you a great fit 

• 5+ years of experience in customer service or hospitality - preferably within a contact center support  environment
• 1+ years  hands-on experience managing teams
• Transformational leader who utilizes relationship building, coaching, and retention tools to help others succeed
• Excellent communication skills
• Working knowledge of data analysis & KPIs
• Aptitude for a solution-based approach to issue resolution
• Proven ability to manage time effectively
• Forward thinker with the capacity to be creative in developing new ideas and implement proven methods for the team
• Experience with Google suite, business analytics software, and Salesforce.com (CRM) preferred 
• The hospitality business functions twenty-four (24) hours a day, seven (7) days a week which may mean you will work mornings, afternoons, evenings, weekends, and/or holidays in support of our Teammates, Guests, Owners & Partners.

Location 

We currently are able to hire throughout the U.S except in the following states: California, District of Columbia, Hawaii, New Jersey, New Mexico and Pennsylvania. If you live in Colorado, you can work remotely anywhere in the state, at our downtown Denver office, or a hybrid of both!

Compensation

For this role our salary range is $67,000 to $77,000 depending on relevant experience