Senior Director - Owner and Guest Support

4 days ago

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Evolve

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Vacation Rental Marketing & Booking • Traveler Support & Reservations • Vacation Rental Management • Hospitality

1001 - 5000

Description

• At Evolve we’re a hardworking team serious about hospitality. • As the Senior Director of owner and guest support, you'll shape and enhance the customer journey. • Your leadership will drive a customer-centric culture and improve service delivery across all channels. • Success is measured by retention and growth of the existing client base while ensuring quality service. • The role requires a strong leader who can create a vision for the team and represent the importance of customer satisfaction and owner success internally.

Requirements

• 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.

Benefits

• Industry competitive pay, including equity in the company for all Evolvers • 401(k) with a 4% match that vests immediately • 6 weeks of paid parental leave for birth and non-birth parents • Infertility coverage • Pet insurance to cover your furry children • 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 • 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 • World class onboarding programs • Learning and development opportunities