Why this role
As the new Senior Operations Manager of Customer Experience, you will lead initiatives involving multiple Evolve stakeholders aimed at increasing operational leverage and efficiency for the Customer Experience (CX) organization. This role is critical to advancing Evolve’s ability to provide an outstanding, tech-enabled experience for our Guests, Owners, and Evolvers; while utilizing resources efficiently in order to deliver these best-in-class experiences at scale. This leader understands the power of applying process optimization principles to elevate customer experiences & loyalty while eliminating wasteful activities. This role will also lead our CX Operations team who focus on technology support and back-office financial activities. This position is new at Evolve and you’ll have the support to bring lessons learned to build, select tools and implement processes that will make our Customer Experience organization hum.
What you’ll do
Process Optimization
Play a key role in improving CX operating leverage by gaining cross-functional alignment to a clear vision and relentlessly executing on the vision
Identify key areas of opportunity for operational efficiency in Customer Experience by understanding customer needs and current support processes
Educate and influence leaders on process optimization principles to create a foundation for an efficiency-centric organization
Conduct detailed process mapping exercises of prioritized identified areas of opportunity to understand the end-to-end steps taken to meet customer (internal & external) needs
Translate data into insights to create a roadmap of improvement needs to increase ROI on CX resources, both tech and team
Drive elimination or automation of processes that improve both teammates and customer experiences
Optimize teammate productivity by designing, testing, and implementing new procedures
Leadership
Recruit, lead and develop a high-performing Operations Excellence team
Guide teams in solving the highest-impact problems through data-driven prioritization
Lead through change, by motivating and inspiring the team to do their best work to deliver on its mission
Provide teammates with strategic and technical feedback to help them develop into their best selves
Assess resources to determine immediate and ongoing needs, and influence leadership to address the gaps
What makes you a great fit
8+ years of Customer Experience and/or Operations Management leader experience in a high growth environment
Experience leveraging Six Sigma methodologies and principles (Six Sigma certifications a plus) to drive impactful process improvements for an organization
Passionate about creating an inclusive, engaged, high-performing team dedicated to delivering best-in-class hospitality
Demonstrate passion around continuous improvement, as well as strong communication, facilitation, analytical, and project management capabilities
Ability to multitask, collaborate, and prioritize in a fast-paced and deadline-driven environment
A problem solver who pursues sustainable long-term solutions
Demonstrated ability to collaborate and communicate effectively with teammates at all levels and across the organization; to include senior leadership
Self-motivated – you don’t look for direction, you make it happen
Location
We currently are able to hire throughout the U.S except in the following states: California, District of Columbia, Hawaii, New Jersey, New Mexico and Pennsylvania. If you live in Colorado, you can work remotely anywhere in the state, at our downtown Denver office, or a hybrid of both!
Compensation
For this role our salary range is $138,000 – $159,000, depending on relevant experience. This role will also be eligible to receive a variable annual bonus based on both company and individual performance.
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
Child care discounts and locator support
Pet insurance to cover your furry children
Well-being
Comprehensive health plans that include a 100% employer paid option for you and your family
100% employer-paid dental and vision for you and your family
8 free mental health visits
Unplug and Explore
Take some time away from work with generous PTO, 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
About Us: 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 job application and interview process, please email [email protected].