Senior Manager, Owner and Guest Support

Title: Senior Manager, Owner & Guest Support

Location: Remote - US;  If you live in Colorado, you can work remotely anywhere in the state, at our downtown Denver office, or a hybrid of both!

Job Description:

At Evolve, we’re on a mission to make vacation rental easy for everyone. Our high-performing, customer-obsessed team runs on curiosity, communication, and accountability—working together to create exceptional experiences for our owners and guests. Whether solving big challenges, delivering outstanding results, or celebrating wins, we approach every day with purpose and passion. If you’re ready to join a mission-driven company where every teammate has the opportunity to thrive, Evolve might just be the place for you.

Why This Role: 

The Senior Manager of Owner and Guest Support will lead a team of 6-8 managers, team leads, and individual contributors to deliver exceptional service by providing answers and guidance for owners and guests while navigating their vacation rental needs. This role empowers you to foster a high-performing, engaged team while driving meaningful impact on the owner and guest journey in a dynamic, fast-growing company. 

What You’ll Do:  

Coaching & Development (70%) 

• Strategically Lead and Develop: Lead, manage, and develop 6-8 Senior Managers, setting clear performance measures to enhance team performance. 
• Execute Strategies: Develop and implement strategies to consistently improve key metrics, including (FCR)First Contact Resolution, NPS (Net Promoter Score), CSAT (Customer Satisfaction), and profitability. 
• Lead, Manage, and Coach: Oversee the Development and coaching of 6-8 Owner and Guest Support Managers, ensuring a focus on engagement and professional Development. 
• Continuous Improvement: Develop and implement successful change projects, embedding improvements within the team. 
• Collaborative Alignment: Work closely with other Owner and Guest Senior Managers to effectively align processes and execute initiatives. 
• Data-driven decision-making to drive Quality and Consistency. 
• Utilize Customer Insights and Root Cause Analysis to identify areas for improvement. 
• Regularly review customer interactions to pinpoint strengths, opportunities, and gaps in the owner and guest experiences. 
• Provide feedback through 1:1s, personal development plans, and coaching opportunities. 

Projects (30%) 

• Cross-functional Collaboration: Work with people leaders across Evolve to streamline processes and communication and deliver on our Owner’s Promise. 
• Champion of Change: Lead and support projects, initiatives, and improvements that impact the Owner and Guest Support team. 
• Understand Experiences: Collaborate with teammates and customers to gain insights into employee and customer experiences. 
• Cost Reduction: Focus on projects that aim to reduce the cost of service while maintaining high service quality. 

What Makes You a Great Fit 

• Extensive Leadership Experience: 8+ years of experience in customer service, with a strong background in leading and developing teams in fast-paced, high-volume environments, ideally within a contact center or multichannel support setting. 
• Proven People Leader: With 8+ years of experience managing teams, you excel at coaching, mentoring, and fostering engagement to drive individual and collective success. 
• Strategic and Data-Driven: Leverage data insights to craft and execute strategies that improve service quality, operational efficiency, and key performance metrics, such as NPS, CSAT, and first contact resolution. 
• Customer-Centric Mindset: Successful candidates are passionate about understanding the customer journey and proactively identifying opportunities to enhance the owner and guest experience through thoughtful, innovative solutions. 
• Forward-Thinking and Resilient: As a servant leader, you prioritize empowering your team to thrive while navigating challenges with resilience and focusing on long-term success. 
• Strong Technical Aptitude: Experience using Salesforce CRM and Google Workspace to drive operational excellence, streamline workflows, and improve team performance. 
• Results-Oriented Visionary: Must be a self-starter who takes ownership of outcomes, balancing a collaborative approach with the ability to work independently to achieve results. 
• Exceptional Communication and Collaboration: Must excel at working cross-functionally with key stakeholders, driving alignment, and streamlining communication to deliver impactful outcomes. 
• Adaptable and Change-Ready: Be enthusiastic and embrace change management, championing new processes and tools while ensuring your team’s successful adoption and implementation. 

Compensation

For this role our salary range is $108,000 to $125,000, 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

We’re intentional about offering benefits that empower every Evolver to thrive both professionally and personally because they’re more than perks—they’re investments in our customer-obsessed, high-performing team.

We believe in treating others as they want to be treated, providing benefits that deliver real value, and challenging the status quo to meet the diverse needs of our team. Whether it’s helping you take care of your health, plan for the future, or celebrate life’s milestones, our offerings are designed to support you every step of the way.

• Financial Wellness: Industry-competitive pay, equity in the company, and a 401(k) with a 4% immediate vesting match.
• Family Support: 16-18 weeks of paid parental leave for birthing parents and 10 weeks for non-birthing parents, plus infertility coverage.
• Health & Wellness: Comprehensive medical, dental, and vision plans (100% employer-paid for individual enrollment), 10 free mental health visits, and pet insurance.
• Time to Recharge: Generous PTO, RTO (for full-time exempt employees), sick leave, holidays, and a personal holiday to celebrate what matters most to you.
• Travel Perks: Annual Evolve travel credit after one year and discounts on stays at all Evolve properties.
• Growth Opportunities: World-class onboarding programs, learning, and development resources to help you grow your impact.
• Connection: Employee Resource Groups celebrating our diverse communities at Evolve.

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.