Manager, Customer Experience

| Remote
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Evolve is a hospitality company with a mission to make renting a vacation home easy for everyone. Thanks to an unapologetic passion for hospitality, we now support over 17,000 properties in over 750 markets across North America. We enjoy earning each guest and owner's business - all while having some fun along the way. 

Evolve is on a mission to make vacation rental easy for everyone. We’re all about hospitality and delivering the best experience possible for our guests. The Customer Experience team at Evolve provides unparalleled support to our guests from the point of booking all the way up to check-in at our properties. This team is responsible for addressing any pre-stay questions that may arise, providing booking confirmations, informing guests of amenity availability, assisting with any necessary trip modifications, and providing potential nightly rate adjustments.

Why this role

As a Customer Experience Manager, you will manage a dynamic and growing team and provide coaching at an individual level while monitoring metrics and key performance measures surrounding guest response times and case resolution times. We are looking for managers who are excited to engage and motivate the Customer Experience team while modeling the utmost level of hospitality and customer service. Evolve is a quickly growing company and as such, our Customer Experience Managers will be tasked with continually elevating the team’s overall development, skills, and productivity by highlighting opportunities for efficiency and improvement.

This position is Monday - Friday, (subject to change due to business needs), with one weekend day a month required. Must be able to work evenings, weekends, and holidays.

What you'll do

  • Effectively manage team acting as a positive role model and servant leader first while also project managing to accomplish goals
  • Provide individual coaching and development for a team of 10-12 individuals. This includes call reviews, developing and coaching hospitality and customer service skills, and assisting employees in achieving/exceeding monthly performance goals
  • Assist in leading team meetings on relevant topics in the industry and Evolve as a whole
  • Manage projects to increase overall team efficiency and resolve existing technological errors 
  • Analyze data to inform decision making and identify potential team opportunities 
  • Motivate and engage your team by thinking outside the box, including activities such as team building events, contests, and monthly incentives 
  • Collaborate with other leaders to develop new strategies and best practices
  • Own all HR administration related to direct reports, including timesheets, PTO requests, etc.
  • Help mediate high-level customer issues
  • Monday - Friday schedule with occasional weekends & holidays required.

What makes you a great fit

  • 1+ years of leadership or management experience strongly preferred 
  • Natural people leader utilizing relationship, coaching, and retention tools 
  • Experience with Excel, business analytics software,  and Salesforce.com (CRM) strongly preferred 
  • Aptitude for a solution-based approach to issue resolution
  • Proven ability to manage your time effectively
  • Forward thinker with the capacity to be creative in developing new ideas and implement proven methods for the team
  • Able to work quickly and efficiently while still being thorough
  • A passion for  helping others
  • Excellent communication skills
  • People and results-driven
  • Eager to learn and continue personal development
  • Familiarity with the travel & tourism industry, or a similar hospitality organization preferred

Location

Evolve has a flexible working environment so teammates can work remotely anywhere in the state of Colorado, in our beautiful downtown Denver office, remotely or a hybrid of both! 

Compensation

For this role our annual salary range is $67,000 to $77,000 per year.

Total Rewards at Evolve

At Evolve, we care for our teammates by supporting their physical, mental, and financial wellbeing through a comprehensive Total Rewards Program. 

  • Industry competitive pay, including equity in the company for all Evolvers
  • Health insurance package options that include 100% employer paid HDHP plan and two PPO plan options for you and your dependents
  • Employer-paid dental, and vision, for you and your qualified dependents 
  • Paid life insurance, short-term disability, and long-term disability coverage
  • 401(k) with a 4% match that vests immediately
  • PTO, sick days, and paid Parental Leave
  • Rich learning and development program for Evolvers

But wait, there’s more… optional benefits offered include commuter benefits, pet insurance and travel perks. 

About Us

Opportunity: Our leadership and management teams are dedicated to creating meaningful learning and growth opportunities for all Evolvers, as well as providing clear expectations and continuous feedback.

Community: It’s easy to make friends at Evolve. We support maintaining a strong community through our teammate-led groups focused on learning, inclusion, environmental wellness, and more. 

Transparency: Every month, our leadership team shares how the company is performing, explaining where we’re headed next, and recognizing team members for jobs well done. 

Values: They mean more to Evolve than just bullets on a page, they drive our daily decisions and impact how we work as a hospitality company. 

  • 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

Which value sounds the most like you?

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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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • PythonLanguages
    • RedshiftDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • AsanaManagement
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM

Location

We embrace work-life balance so we offer fully-remote, hybrid, and in-office working options. For Evolvers who choose to work in-office, we're conveniently located in Downtown Denver with easy access to the RTD Light Rail, as well as great restaurants, cafes, and coffee shops!

An Insider's view of Evolve

What’s the vibe like in the office?

The vibe of the office is relaxed, yet determined. Collaboration and questions are both highly encouraged. There is a strong sense of community within the office- it feels like a second home. The growth of the company is exciting, and it is refreshing to be surrounded by people that are genuinely happy to be doing what they do.

Garrett S.

Onboarding

What projects are you most excited about?

A project without a clear solution really excites me! The process of identifying, scoping and implementing a solution keeps things interesting and demands innovation.

Larry C.

Technology

What are some things you learned at the company?

One of my favorite things about working at Evolve is watching the company grow. I have learned a lot about the startup-growth company culture & the environment that it takes to succeed. I love looking back and see everything we as a company have learned through trial and error. More importantly I love seeing where it has brought us! #learneveryday

Edward O.

Property Acquisition

What unique initiatives do you have that encourage innovation?

Anytime someone new joins the Evolve team, we encourage them to own their impact. If we hire you, it’s because we want the real you, not some watered-down version that you bring to fit in at work. Encouraging our team to be their authentic selves has led to incredibly original ideas that have shaped Evolve into what it is today.

Brian Egan

CEO

What makes someone successful on your team?

In order to be successful on my team, it is important to provide exceptional customer service and be able to problem solve on the fly. One must be detailed oriented while working in a faced paced environment. Communication is key in being a successful member on my team and being able to collaborate with employees on other teams.

Ali H.

Customer Resolutions

What are Evolve Perks + Benefits

Evolve Benefits Overview

Benefits - You’ll receive competitive pay, and health insurance packages that include 100% employer paid HDHP, dental, vision, life, and long-term disability coverage. Supplemental benefits are also available in addition to 401(k) match, commuter benefits, equity in the company, military leave, and travel perks.

Lifestyle - We embrace work-life balance so we offer fully-remote, hybrid, and in-office working options, and PTO and paid sick days. To encourage a healthy lifestyle, Evolve offers free access to an onsite fitness center and bicycle storage.

A Voice - Our innovation framework encourages you to pitch ideas and make real changes at Evolve. Employees are the driving force behind internal process improvements.

Career Growth - We are committed to creating growth opportunities for every employee at Evolve. Our leadership and management teams are dedicated to developing top talent who have a true earn-it mentality!

Community - It’s easy to make friends at Evolve, and we work hard to keep our community strong. There are two monthly all-company sessions as well as company-sponsored events throughout the year.

Transparency - Every month, our co-founders tell us how the company is performing, explain where we’re headed next, and recognize team members for jobs well done.

Hands-on Education - We learn every day, and we expect you to, too. We can’t wait to hear your ideas for how to improve Evolve, and we’ll gladly help you access the resources and develop the skills and you need to reach your career goals.

Culture
Volunteer in local community
All Evolvers have up to four hours of company-paid volunteer time per year to use through a variety of volunteer opportunities.
Partners with Nonprofits
Evolve partners with Rebuilding Together to work together on improving the safety and health of homes by providing essential home repairs and modifications in underserved communities.
Friends outside of work
Eat lunch together
Intracompany committees
Our [email protected] Evolve groups bring together Evolvers with similar interests, ranging from volunteering, wellness, inclusion, and more.
Open door policy
Team owned deliverables
Team based strategic planning
Open office floor plan
Diversity
Documented equal pay policy
Highly diverse management team
Unconscious bias training
Diversity manifesto
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Evolve offers short-term disability and long-term disability insurance through Prudential.
Dental Benefits
Dental premiums are 100% covered by Evolve.
Vision Benefits
Vision premiums are 100% covered by Evolve.
Health Insurance Benefits
Evolve offers high-deductible health insurance coverage at no cost to Evolvers and PPO Mid and Choice Plan Options with low premium costs.
Life Insurance
Evolve offers life insurance through Prudential.
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Evolve offers an Employee Assistance Program which offers free counseling sessions, eldercare resources and referrals, and pet care resources and referrals.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Child Care Benefits
Evolve partners with Kinside to support Evolvers with Childcare needs.
Generous Parental Leave
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Happy Hours
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
Online course subscriptions available

Additional Perks + Benefits

Evolve offers the most valuable and relevant benefits that are highly competitive relative to other high-growth companies.

With our continued commitment to make Evolve an inclusive workplace, we have invested in highly-competitive salaries and high-value benefits. We realize each Evolver has their own needs and lifestyle choices, and Evolve works to provide flexible options to support each individual.

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