Escalations & Emergency Response Manager

Why this role

Evolve’s Customer Support team is dedicated to enabling and empowering frontline Evolve teammates through the management and delivery of tools, processes and support materials. As an Escalations & Emergency Response Manager for Evolve you will elevate the delivery of hospitality to Evolve vacation rental guests and property owners by overseeing the executive escalation process, ensuring complicated customer concerns are resolved and conducting root cause analysis to determine how Evolve can reduce the amount of escalated customers.  You will be energized by in-depth investigations into customer issues and collaborating with teammates to strengthen areas of weakness and replicate bright spots.  You will then partner with customer experience leaders to develop initiatives addressing these discoveries; enabling customer facing teams to exceed customer expectations at scale.  You will be encouraged to be a detective - ask questions, find clues, develop hypotheses and provide expert analysis on methods for improving hospitality at Evolve. You will also be responsible for developing and implementing emergency plans, training employees on procedures, and coordinating responses during a disaster situation.

What you’ll do

Escalation Management

• Operates as the primary point of escalation for high-visibility customer issues, including, but not limited to, customer concerns voiced directly to Evolve’s Leadership Team, Better Business Bureau complaints, and social media escalations.
• Lead Inclusion & Community Behavior (ICB) Review Board, investigating and resolving policy violations by Evolve contacts 
• Own internal and external communication regarding action plans for bookings impacted by severe weather & natural disasters.
• Coordinate with leaders across Sales & Support for responses to sensitive or escalated customer inquiries.

Cause Analysis & Process Improvement

• Investigate the causes of customer escalations to identify gaps in Evolve processes, policies, knowledge resources, and/or team training
• Make compelling recommendations to business leaders to address escalation causes, utilizing data, case studies, and team or customer feedback
• Partner with leaders across the business to drive changes to Support processes in order to better enable teammates to provide hospitality-centric solutions for both guests and owners.
• Iterate and improve on escalation workflows, communications, and processes to improve how customer concerns are resolved

Emergency Response Management

• Creating and updating emergency plans, designating evacuation routes, managing communication during a crisis, coordinating with external agencies, and overseeing post-disaster recovery efforts.
• Establish a reporting of potential Evolver teammate impact to the leadership team
• Develops, distributes, and maintains emergency communication protocols and documentation, which may include emergency contact trees, emergency response hierarchy, and other records.
• Point of contact for all Evolvers regarding EP (emergency plans) questions.
• Provide forecasting of potential emergency actions within geographic areas: to include proactive measures to connect with Evolvers within the area, follow -up action plans for those impacted and continued communication efforts after.

Risk Mitigation

• Collaborate with Legal Team partners to mitigate risk to Evolve as a result of customer concerns, subpoenas, or other requests for information from Evolve
• Own interactions with distribution contacts to ensure sensitive situations are resolved in accordance with distribution partner guidelines, preventing unwarranted suspension of Evolve listings

What makes you a great fit

• 5+ years of customer service experience
• 2+ years of emergency preparedness experience
• Ability to handle sensitive and confidential situations with empathy and discretion
• Proven ability to work through complex customer concerns and de-escalate tense situations
• Strong analytical and writing skills, and be able to work well with others both external and internal stakeholders
• Ability to establish and maintain effective working relationships.
• Ability to analyze information under emergency operating conditions and directing the course of action to be taken.
• Able to identify gaps, inefficiencies and flaws in existing processes
• Uses data and storytelling to make convincing recommendations for solutions
• Flexibility to pivot priorities on short notice when urgent situations arise
• Strong communication skills and an ability to build relationships across teams to partner on providing customer resolutions
• Strong customer experience background with a passion for providing customer-centric solutions
• Knowledge of the laws and regulations governing emergency management.
• Knowledge of emergency and/or disaster planning principles and practices.
• Skill in managing and coordinating disaster recovery operations.

Compensation 

Annual base salary range: $87,000 - $100,000, depending on relevant experience.