Senior Manager, Owner & Guest Support

The Senior Manager of Owner and Guest Support at Evolve is tasked with leading a team of 6-8 managers to deliver outstanding service to owners and guests. This role primarily focuses on coaching and development, implementing strategies that enhance key performance metrics such as First Contact Resolution and Customer Satisfaction, and driving continuous improvement through data analysis and customer insights.

To qualify for the Senior Manager, Owner & Guest Support position at Evolve, candidates should have over 8 years of experience in customer service, preferably leading teams within a contact center or multichannel support environment. Additionally, a data-driven mindset and strong leadership abilities are essential, coupled with a genuine passion for improving the owner and guest experience.

At Evolve, the development of the Senior Manager, Owner & Guest Support involves consistent coaching, personalized development plans, and opportunities to engage in cross-functional collaboration. This role is designed to cultivate leadership skills, ensuring that managers are well-equipped to adeptly lead their teams and enhance overall service quality.

Evolve offers extensive growth opportunities for the Senior Manager, Owner & Guest Support, including world-class onboarding programs, learning and development resources, and a supportive culture centered around collaboration and innovation. There are also opportunities to lead impactful projects that drive business success and contribute to both personal and professional development.

In the Senior Manager, Owner & Guest Support role at Evolve, you can expect to be part of a high-performing, customer-obsessed team that values curiosity, communication, and accountability. The team culture is centered around collaboration, care, and a shared commitment to creating exceptional experiences for owners and guests while celebrating wins together.

When discussing your leadership style, it's essential to express your adaptability and willingness to foster a culture of trust and accountability in a remote setting. Highlight your experience in engaging teams through clear communication, setting defined goals, and providing continuous feedback to encourage growth.

When addressing conflicts, emphasize the importance of proactive communication and empathy. Explain your approach to actively listening to team members, facilitating constructive discussions, and collaborating on solutions to ensure a positive team dynamic, even when working remotely.

Discuss the significance of data analysis and customer feedback in identifying gaps in service. Outline your plan to train your team on problem-solving techniques and empower them to take ownership of customer queries, thus increasing FCR rates.

Provide a specific example that details the steps you took to identify the need for change, how you engaged your team throughout the process, and the positive outcomes that resulted, focusing on metrics like improved customer satisfaction and team morale.

Emphasize your ability to analyze key performance metrics such as CSAT and NPS. Describe how you would use these insights to tailor team training, improve processes, and enhance the overall customer experience.

Highlight qualities such as strong communication skills, a customer-centric mindset, strategic thinking, and resilience. Discuss how these attributes enable successful leadership and contribute to driving team performance.

Talk about your commitment to supporting each team member’s growth through individualized development plans, regular check-ins, and providing opportunities for training and skill-building. Illustrate how investing in people can lead to overall team success.

Share your plan to conduct regular performance reviews, team surveys, and feedback sessions to gauge engagement levels and performance outcomes. Emphasize the importance of maintaining open lines of communication to understand team sentiments.

Stress that collaboration is key to driving synergy between different teams at Evolve. Explain how shared insights and resources can significantly enhance the guest journey by providing a unified support experience.

Share creative ways to celebrate wins, such as virtual recognition programs, team shoutouts in meetings, or fun online team-building activities. Highlight the importance of recognizing contributions, even remotely, to boost morale and motivation.