Remote Escalations and Emergency Response Manager

Summary

Join our inclusive culture in one of the most rapidly-growing segments in travel. Find your home at Evolve.

Requirements

• 5+ years of customer service experience
• 2+ years of emergency preparedness experience
• Ability to handle sensitive and confidential situations with empathy and discretion
• Proven ability to work through complex customer concerns and de-escalate tense situations
• Strong analytical and writing skills, and be able to work well with others both external and internal stakeholders
• Ability to establish and maintain effective working relationships
• Ability to analyze information under emergency operating conditions and directing the course of action to be taken
• Able to identify gaps, inefficiencies and flaws in existing processes
• Uses data and storytelling to make convincing recommendations for solutions
• Flexibility to pivot priorities on short notice when urgent situations arise
• Strong communication skills and an ability to build relationships across teams to partner on providing customer resolutions
• Strong customer experience background with a passion for providing customer-centric solutions
• Knowledge of the laws and regulations governing emergency management
• Knowledge of emergency and/or disaster planning principles and practices
• Skill in managing and coordinating disaster recovery operations

Responsibilities

• Operates as the primary point of escalation for high-visibility customer issues, including, but not limited to, customer concerns voiced directly to Evolve’s Leadership Team, Better Business Bureau complaints, and social media escalations
• Lead Inclusion & Community Behavior (ICB) Review Board, investigating and resolving policy violations by Evolve contacts
• Own internal and external communication regarding action plans for bookings impacted by severe weather & natural disasters
• Coordinate with leaders across Sales & Support for responses to sensitive or escalated customer inquiries
• Investigate the causes of customer escalations to identify gaps in Evolve processes, policies, knowledge resources, and/or team training
• Make compelling recommendations to business leaders to address escalation causes, utilizing data, case studies, and team or customer feedback
• Partner with leaders across the business to drive changes to Support processes in order to better enable teammates to provide hospitality-centric solutions for both guests and owners
• Iterate and improve on escalation workflows, communications, and processes to improve how customer concerns are resolved
• Creating and updating emergency plans, designating evacuation routes, managing communication during a crisis, coordinating with external agencies, and overseeing post-disaster recovery efforts
• Establish a reporting of potential Evolver teammate impact to the leadership team
• Develops, distributes, and maintains emergency communication protocols and documentation, which may include emergency contact trees, emergency response hierarchy, and other records
• Point of contact for all Evolvers regarding EP (emergency plans) questions
• Provide forecasting of potential emergency actions within geographic areas: to include proactive measures to connect with Evolvers within the area, follow-up action plans for those impacted and continued communication efforts after

Benefits

• Annual base salary range: $87,000 - $100,000, depending on relevant experience
• Industry competitive pay, including equity in the company for all Evolvers
• 401(k) with a 4% match that vests immediately
• 6 weeks of paid parental leave for birth and non-birth parents
• Infertility coverage
• Pet insurance to cover your furry children
• 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
• 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
• World class onboarding programs
• Learning and development opportunities