Manager, Customer Experience | Resolutions

| Greater Denver Area
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The Position

As a Manager of the Resolutions team, you will lead a highly effective group focused on providing legendary customer service for all of our stakeholders -- teammates, homeowners, guests, and partners. The perfect candidate is a hands-on leader and has a natural ability to lead, coach, and motivate a team that has varying levels of expertise in providing world-class customer service. You are a learner and a hospitality professional with a deep thirst for knowledge and passion for not only developing yourself, but also, and more importantly, supporting the development of others.

You will be challenged to elevate the team’s productivity and skills with the goal of creating customers for life and inspiring the team through your approach to leadership. Optimizing processes to facilitate scale and consistency (and talent development) is critical to being successful in this role. Guidance from senior management will be provided but you have the freedom to lead the team in the best way possible to reach and exceed aggressive goals. 

Responsibilities

  • Coach, mentor, and provide individual support to a team of 10-12 direct reports while holding them accountable (this includes call reviews, developing and coaching negotiation and customer service skills, assisting teammates in hitting/exceeding team goals, etc.)
  • Keep the team aligned on company goals and department objectives (provide clear direction, while remaining ready and available to jump in to offer guidance, expertise, and help when needed) 
  • Collaborate with all departments throughout the company to develop new strategies and initiate best practices (while building and sustaining positive relationships along the way)
  • Create consistency and efficiency by developing and implementing playbooks focused on how to systemize amazing customer service into something predictable 
  • Recognize when the team needs help; don’t hang around and wait to be called upon (that means plenty of informal check-ins, both on the work they are doing and on their general job satisfaction and mental well-being)
  • Lead weekly team meetings on relevant topics (training needs, industry news/trends, company updates, etc.)
  • Motivate and engage your team by thinking outside the box, including activities during and outside of work hours
  • Administer responsibilities related to direct reports (includes schedules/timesheets, PTO requests, performance, etc.)

Qualifications

  • You have a hospitality mindset with a passion for customer service and inherent motivation to help others
  • Passionate about developing highly-engaged teams and helping the entire company inspire people to deliver exceptional results
  • 3+ years of leadership experience in hospitality operations with responsibility for managing people (recruiting, training, professional development) with an organization known for its excellent customer experience
  • Understand the fundamentals of getting individuals to work together for the common good achieving the best possible results
  • Excellent organizational and communication skills are among your top competencies and you have an uncanny ability to ensure all are on the same page with clear understanding
  • Have a successful track record in establishing focus and providing motivational support
  • Proven ability to manage your time effectively and your attention to details and proactive nature are some of your defining characteristics
  • Welcome with open arms the opportunity to be in the trenches with the team when needed most 
  • Preferred
  • Four-year undergraduate degree
  • Hospitality/Travel industry experience
  • Salesforce experience
  • We support all of our stakeholders seven days a week; This position requires flexibility, including evenings, weekends, and holidays (please do not apply if this is not appealing to you)

A Little About Us 

Evolve makes vacation rental easy for everyone. Our fresh approach to vacation rental management offers homeowners a better way to generate rental income and provides travelers with the industry’s best booking experience. 

Thanks to a strong work ethic and an unapologetic passion for hospitality, we now support over 10,000 properties in over 500 markets across North America. We enjoy earning each guest and owner's business - all while having some fun along the way.

Values mean more to Evolve than just bullets on a page. They drive our daily decisions and impact how we work as a hospitality company. Which value sounds the most like you?

  • Earn It
  • Build Loyalty One Interaction at a Time
  • Communicate Often, Honestly & Directly
  • Embrace Change
  • Stay Hungry & Humble
  • Care
  • Be Efficient
  • Take Risks
  • Learn Every Day
  • Have Some Fun Along the Way

Evolve is an equal opportunity employer. We believe that a diverse work environment is a successful work environment so all qualified candidates will be considered for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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Location

Our office is located in Downtown Denver surrounded by the best the city has to offer. With our flexible remote work policy, our teammates are free to work in person in our Colorado space or remotely from home in 48 approved states.

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