Sr. Vice President, Customer Operations at Evolve Vacation Rental

| Greater Denver Area
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About Us

Evolve Vacation Rental is a hospitality company with a mission to make renting a vacation home easy for both property owners and guests. We currently manage more than 14,000 vacation rental properties in over 700 markets across North America. 

The company has raised over $100M in investment capital from world-class investors like T. Rowe Price, Allen & Company, and Annox Capital to accelerate market leadership in the managed services sector of the vacation rental industry.


The Position

Evolve is seeking an experienced and analytically-driven customer operations executive who will be responsible for unlocking the potential of our rapidly growing owner and guest experience teams. Our new Senior Vice President, Customer Operations 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 Operations 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 individual must have a passion for the industry, strong business acumen, and a data-driven approach to decision making. 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. Embodying Evolve’s 10 core values in all aspects of your leadership will be critical.

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

Results Leadership

  • Own Customer Operations 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 Operations 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 executive-level relevant leadership experience
  • Experience building and running high performing customer service/support organizations of at least 100 teammates 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 operations 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

 

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're conveniently located in Downtown Denver offering easy access to the RTD Light Rail, as well as great restaurants, cafes, and coffee shops!

An Insider's view of Evolve Vacation Rental

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 Vacation Rental Perks + Benefits

Evolve Vacation Rental 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 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
There are a variety of volunteering opportunities at Evolve, including an all-company Care Week which helped us donated over 900 hours in 2019.
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Our [email protected] groups bring together Evolvers with similar interests, ranging from volunteering, wellness, inclusion, and more.
Open door policy
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Family Medical Leave
Vacation & Time Off Benefits
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Happy Hours
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within

Additional Perks + Benefits

We maintain a tremendous work ethic and an unapologetic passion for customer service. We focus on hitting measurable results, on time. The next time you hear "that's not my job" at our office it will be the first.

You will, however, find us collaborating in booths throughout the office and showering each other with shoutouts in team huddles. And when we’re not laser focused on the work at hand, we can be found enjoying lunch breaks in our plaza or snapping pictures of our amazing views of the Rockies.

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