The Position

Evolve is seeking an experienced and analytically-driven customer experience executive who will be responsible for unlocking the potential of our rapidly growing owner and guest experience teams. Our new Senior Vice President, Customer Experience will embrace our mission of making vacation rental easy for everyone and live up to the amazing hospitality culture that makes Evolve truly special.

Responsibilities

The SVP, Customer Experience will lead our owner and guest experience functions and be accountable for the growth and development of the teams, maintaining a culture of hospitality, and ensuring the ongoing needs of our owners and guests are met. The ideal candidate will have a proven track record building, leading and inspiring a large experience organization through a period of high growth. This individual will leverage their current expertise in service, hospitality, operations, and people leadership to spearhead our growth and lead the charge in helping Evolve shape what a great experience looks like for our teammates and our customers. The individual must have a passion for the industry, strong business acumen and a bias toward data-driven decision-making processes. Though results-focused, the individual must also embody Evolve’s 10 core values in all aspects of their leadership.

This role will be on the Leadership Team and report to the CEO.

Results Leadership

• Own Customer Experience KPIs, collaborating with the Executive Leadership team to ensure alignment with company goals
• Drive customer satisfaction and NPS scores and lead continuous improvement initiatives
• Bring operational excellence and best practices to bear to ensure we drive positive customer experiences that create value and satisfaction, retention and growth, building on customer feedback, and qualitative and quantitative data
• Use data-based analysis to determine opportunity areas and quickly address via implementation of the right tools, structure, resources, and/or process improvements 
• Work closely with Evolve leadership to help develop strategy, goals, and annual operating plan

People Leadership

• Foster a culture of achievement by challenging and inspiring leaders to surpass expectations through coaching and development of their teammates
• Lead and manage a highly productive team, motivated and driven through strong communication, empowerment, and effective compensation design
• Develop data-based metrics to assess and drive individual and team performance
• Determine the balance of internal employee vs external vendor partners for staffing Customer Support teams - cost effectiveness, efficiency and customer experience
• Create and manage a hiring and workforce plan to create a best-in-class team in alignment with company goals and operating plan

Experience

• 10+ years as a leader of leaders including 5+ years of Vice President-level relevant leadership experience
• Experience building and running high performing organizations of at least 200 team members during high growth
• Experience evaluating external partners to supplement internal experience teams
• Comfortable with ambiguity and able to quickly adjust strategy, people, and processes to align with the changing needs of the company
• Experience in partnering heavily with technology and product teams to ensure the development roadmap matches the customer experience requirements and priorities 
• High-energy, results-driven, proactive leadership style
• Strong verbal and written communication skills, including presenting to large groups
• Believe in and embody our 10 Core Values