At Evolve we’re a hardworking team serious about hospitality. Our teams work every day to make vacation rental easy for everyone — from our owners who trust Evolve to build their business to our guests who rest easy with every stay to our Evolvers who make this difference a reality. Our values anchor our daily decisions and interactions with our customers, communities, and each other. Join our inclusive culture in one of the most rapidly-growing segments in travel. Find your home at Evolve.

Why this role   

As the Senior Director of owner and guest support, you'll shape and enhance the customer journey. You’ll ensure our service operations are efficient, innovative, and aligned with our mission to make vacation rental easy. Your leadership will drive a customer-centric culture, integrating data-driven insights, fostering team engagement, and improving service delivery across all channels. You will lead the team responsible for implementing the strategic initiatives necessary to achieve desired outcomes and expedient customer care. Success is measured by the retention and growth of the existing client base while ensuring that the owner and guest support team delivers cost-efficient, quality service. The role requires a strong leader who can create a vision for the team and represent the importance and results of customer satisfaction and owner success internally.

You’ll enjoy this role if you are…

  • Autonomous, urgent, and creative, you love delving into details, developing new strategies, and executing them precisely while empowering your team.
  • Highly analytical and data-driven. You leverage data to set goals, measure performance, and drive impact decisions.
  • Passionate about elevating customer experiences and fostering a positive, transparent work environment. 
  • A strategic thinker. You thrive in environments that require both visionary planning and hands-on execution.

What you’ll do 

  • Lead a multi-channel service organization (phone, email, chat) and drive improvements in service quality, efficiency, and customer satisfaction. 
  • Collaborate closely with Product, Sales, and Operational teams to ensure seamless service delivery and continuous improvement. 
  • Drive the adoption of new tools, technologies, and processes to enhance service operations and customer experience.  
  • Increase productivity of managers and representatives alike (coach, hold accountable, and recognize/reward on KPIs);
  • Help create and maintain a positive department culture through the participation in and creation of company culture initiatives;
  • Assist in developing and implementing a customer strategy aligning with the company's mission and objectives.
  • Assist in developing and implementing future contact center vision and strategy;
  • Prepare monthly and quarterly progress and status reports and employee performance evaluations. 
  • Provide efficient analytics and reporting to promote a data-driven approach to customer needs.
  • Instill the discipline of process change and change management within your team.

What makes you a great fit 

  • Bachelor’s degree required
  • A meaningful 10+ years experience leading large-scale service operations, ideally within a technology or SaaS environment, with a proven record managing complex, multi-channel customer service functions (Preference for experience in B2B environments, though B2C is also valued. 
  • A solid ability to use data and analytics for decision-making and performance improvement. 
  • Deep experience with service operations and customer experience metrics. You’re capable of driving strategic initiatives and managing large-scale changes. 
  • A bias toward action. You’re ready to tackle challenges and promote innovation and continuous improvement. 
  • Excellent communication skills. You keep all stakeholders informed, using various communication methods for success. 
  • A confident, consultative approach with a focus on compassion. You always put customers first. 
  • Humility. You believe in treating all people with dignity and respect, regardless of title or tenure, and you recognize that happy team members contribute to happy customers. 
  • Strong listening skills, attention to detail, and decision-making skills;
  • Ability to prioritize and manage multiple responsibilities;

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! We're currently all working remotely and will be opening up the office in the near future for our in office and hybrid options.

Compensation

For this role our salary range is $220,000 to $275,000, depending on relevant experience. This role will also be eligible to receive a variable annual bonus based on both company and individual performance.

 

Location 

 

All Evolve team members must live in one of our approved locations by their first day. We can hire from anywhere in the U.S. except D.C. and Hawaii. Some positions may also have restrictions based on compensation in the following states: California, Maryland, New York, Pennsylvania, Rhode Island, and Washington. If you live in Colorado, you can work remotely anywhere in the state, at our downtown Denver office, or a hybrid of both! If you're planning to move soon, please let us know, and we'll be happy to review your application again.

 

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How we reward Evolvers

Evolvers have access to highly competitive benefits and rewards that support their whole well-being so they can focus on bringing their best selves to work. 

Financial

  • Industry competitive pay, including equity in the company for all Evolvers
  • 401(k) with a 4% match that vests immediately

Family

  • 6 weeks of paid parental leave for birth and non-birth parents
  • Infertility coverage
  • Pet insurance to cover your furry children

Well-being

  • Comprehensive health plans that include a 100% employer-paid option for Evolver-only enrollment
  • 100% employer-paid dental and vision for Evolver-only enrollment
  • 8 free mental health visits

Unplug and Explore

  • Take some time away from work with generous PTO, RTO (for full-time, exempt employees) sick, holidays, and a personal holiday to celebrate what’s more important to YOU
  • Annual Evolve travel credit after 1 year
  • Discounts to stay at Evolve properties

Learn Every Day

  • World class onboarding programs
  • Learning and development opportunities

How we work together

With our core values as our guide, every Evolver helps shape the company we want to work for and the people we want to be. We’ve cultivated a culture of collaboration, care, and responsibility that we can all be proud of, and we’re excited to see what you’ll bring as your authentic self.

Still curious about who we are and what we do? Read more about our business and our culture at evolve.com.

EEO 

At Evolve, we are committed to diversity and inclusion. As an equal opportunity employer, all qualified candidates will be considered for employment without regard to race, color, creed, religion, age, sex or gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity or gender expression, sexual orientation, marital status, national origin, ancestry, citizenship status, military service or veteran status, physical or mental disability, or any other legally protected characteristic. Evolve participates in e-Verify for all positions.

If you have a disability or special need that requires accommodation at any point in the hiring process, please let your recruiter know.

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