Senior Operations Manager, Customer Experience

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 

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.