Here at Travelers Haven, we empower people to feel at home anywhere their lives take them. We are a full-service housing firm that helps individuals, businesses and organizations with traveling professionals find housing that works for them. We combine industry-leading software and inspired minds to connect thousands of traveling professionals to find housing that meets all their individual needs.

Together We Thrive. We hire talented people that thrive in a fast-paced, high-growth environment, where every day brings a new challenge. Imagine a place without red tape, decisions are made, and your voice is heard. You are quickly able to see your hard work take root and impact is made. You are passionate, ambitious, and determined for success. If you've been searching for an opportunity to help shape the future of corporate housing, we want to talk to you! Come thrive with us.
Hiring rate/range: $53,000 - $55,000 annually, with a variable incentive bonus at an annual target of $8,000
Actual compensation offer to candidate may vary from posted hiring range based upon geographic location, work experience, education, and/or skill level. The pay ratio between base and target incentive (if applicable) will be finalized at offer.

Vaccine Requirement: Travelers Haven is considered a “Contractor” under the Safer Federal Workforce Task Force’s COVID-19 Workplace Safety Guidance for Federal Contractors and Subcontractors. As such, all employees are required by Federal mandate to be fully vaccinated for COVID-19. Exemptions from this requirement may be available for those with a disability (including medical conditions) or a sincerely held religious belief, practice, or observance.

Work Location: Denver, CO. Our office is open, and we require all staff to be in the office a minimum 2 days per week. 

Summary/Objective:

The Manager of Client Experience - Inbound Consumer will be responsible for managing a team of 5-8 associates. They will be responsible for maintaining client level SLAs, escalations across all business units and ensuring quality standards are met company wide. Additional responsibilities include, but are not limited to, tracking key performance Indicators (KPI’s), monitoring and evaluating the performance of your respective team, reviewing service levels and suite quality, assisting with onboarding handling daily escalations that arise. They will participate in process improvement initiatives and manage the flow of Product Requests to the development team.

Essential Functions:

• Fun, energetic approach to leading while ensuring team members are living up to Travelers Haven values
• A passion for supporting and delighting guests by always placing the customers first
• Oversee MI issue tickets and identify areas of improvement
• Identify, initiate, and develop strategic client relationships
• Identify, initiate, and develop strategic process improvements internally to ensure we provide the best service in the industry
• Work with on-call team lead to ensure team is set up for success
• Rotate and assist with 3rd in line for after hours on-call with Senior CSCs
• Work directly with Account Managers to deliver seamless move-in experience
• Tracking and evaluate key performance indicators
• Report performance metrics to the department leader
• Participate in cost saving initiatives to maximize profit
• Participate in the interviewing and onboarding of new employees
• Conduct coaching sessions and provide effective feedback to employees
• Conduct 1 on 1’s with Client Services team

Competency:

• Ability to supervise a team of front-line client experience associates
• Ability to build relationships with customers and vendors
• Ability to present and attend client meetings
• Ability to present oneself and Travelers Haven in the best light to external clients at the C level
• Critical thinking skill set
• Prioritization of high-volume tasks
• Responsiveness & adaptability
• Negotiation skills
• Time Management
• Ability to write and edit user stories

Required Education & Experience:

• High school diploma and 6 years’ of client facing experience.
• College degree preferred
• At least Exceeds/Meets or Meets/Exceeds performance evaluation if applicable

Supervisory Responsibilities: Yes (5-8 Direct Reports)

EEO Statement:
We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, protected statuses). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Disclaimer:
The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.

We recognize that financial rewards and great benefits are important aspects of an ideal job. Here’s what we offer:

• Unlimited Vacation
• Paid sick leave
• Paid holidays
• Medical, dental, vision & supplemental insurance
• 401k Plan & Employer Match
• Unpaid flex time
• Life Insurance
• On-site gym
• Employee Assistance Program
• Deeply discounted hotel rates
• Regular team-building events and outings
• Flavored sparkling water on tap
• Arcade games, golf simulator, and more
• Collaborative workspaces with adjustable sit-stand desks
• Breathtaking views of the Rocky Mountains and Downtown Denver
• Company Paid Parking