Senior Manager, Owner & Guest Support

Summary

Join Evolve's high-performing team as the Senior Manager of Owner and Guest Support, leading a team of 6-8 managers and individual contributors to deliver exceptional service. You will strategically lead and develop your team, focusing on key metrics like FCR, NPS, and CSAT. This role requires extensive leadership experience in customer service, a proven ability to manage and coach teams, and a data-driven approach. You will collaborate cross-functionally to streamline processes and champion change initiatives. Evolve offers a competitive salary, bonus potential, and a comprehensive benefits package, including paid parental leave, health and wellness benefits, and generous PTO.

Requirements

• Extensive Leadership Experience: 8+ years of experience in customer service, with a strong background in leading and developing teams in fast-paced, high-volume environments, ideally within a contact center or multichannel support setting
• Proven People Leader: With 8+ years of experience managing teams, you excel at coaching, mentoring, and fostering engagement to drive individual and collective success
• Strategic and Data-Driven: Leverage data insights to craft and execute strategies that improve service quality, operational efficiency, and key performance metrics, such as NPS, CSAT, and first contact resolution
• Customer-Centric Mindset: Successful candidates are passionate about understanding the customer journey and proactively identifying opportunities to enhance the owner and guest experience through thoughtful, innovative solutions
• Forward-Thinking and Resilient: As a servant leader, you prioritize empowering your team to thrive while navigating challenges with resilience and focusing on long-term success
• Strong Technical Aptitude: Experience using Salesforce CRM and Google Workspace to drive operational excellence, streamline workflows, and improve team performance
• Results-Oriented Visionary: Must be a self-starter who takes ownership of outcomes, balancing a collaborative approach with the ability to work independently to achieve results
• Exceptional Communication and Collaboration: Must excel at working cross-functionally with key stakeholders, driving alignment, and streamlining communication to deliver impactful outcomes
• Adaptable and Change-Ready: Be enthusiastic and embrace change management, championing new processes and tools while ensuring your team’s successful adoption and implementation

Responsibilities

• Strategically Lead and Develop: Lead, manage, and develop 6-8 Senior Managers, setting clear performance measures to enhance team performance
• Execute Strategies: Develop and implement strategies to consistently improve key metrics, including (FCR)First Contact Resolution, NPS (Net Promoter Score), CSAT (Customer Satisfaction), and profitability
• Lead, Manage, and Coach: Oversee the Development and coaching of 6-8 Owner and Guest Support Managers, ensuring a focus on engagement and professional Development
• Continuous Improvement: Develop and implement successful change projects, embedding improvements within the team
• Collaborative Alignment: Work closely with other Owner and Guest Senior Managers to effectively align processes and execute initiatives
• Data-driven decision-making to drive Quality and Consistency
• Utilize Customer Insights and Root Cause Analysis to identify areas for improvement
• Regularly review customer interactions to pinpoint strengths, opportunities, and gaps in the owner and guest experiences
• Provide feedback through 1:1s, personal development plans, and coaching opportunities
• Cross-functional Collaboration: Work with people leaders across Evolve to streamline processes and communication and deliver on our Owner’s Promise
• Champion of Change: Lead and support projects, initiatives, and improvements that impact the Owner and Guest Support team
• Understand Experiences: Collaborate with teammates and customers to gain insights into employee and customer experiences
• Cost Reduction: Focus on projects that aim to reduce the cost of service while maintaining high service quality

Benefits

• 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
• Industry-competitive pay, equity in the company, and a 401(k) with a 4% immediate vesting match
• 16-18 weeks of paid parental leave for birthing parents and 10 weeks for non-birthing parents, plus infertility coverage
• Comprehensive medical, dental, and vision plans (100% employer-paid for individual enrollment), 10 free mental health visits, and pet insurance
• Generous PTO, RTO (for full-time exempt employees), sick leave, holidays, and a personal holiday to celebrate what matters most to you
• Annual Evolve travel credit after one year and discounts on stays at all Evolve properties
• World-class onboarding programs, learning, and development resources to help you grow your impact