Director - Remote Operations Center

Director - Remote Operations Center Trunk Space Storage Location: Dallas, TX (In-Office / Hybrid) Reports To: VP of Operations (with regular access to the CEO) Work Week: Sunday through Thursday (Friday & Saturday are the weekend for this role) Compensation: $110,000–$130,000 + 10% Bonus. Direct Reports 4–7 Remote Managers (in-office) Offshore Call Center Partner Relationship Lead 1 Operations Specialist 1 Overnight Security Leader (limited oversight) About Us Trunk Space Storage aspires to build one of the most innovative operating models in the self‑storage industry as we enter a rapid scaling phase. The Remote Operations Center is vital to that approach. The Director of Remote Operations Center will oversee Trunk Space Storage’s Remote Operations Center (the ROC) and play a pivotal role in shaping how we serve and retain our customers. Attracting and retaining the best talent is vital to our success. We empower employees to make their own decisions, set compensation and benefits at the upper end of the self‑storage industry, foster a positive and “can‑do” culture, and provide strong growth opportunities—including promoting from within. You are a critical part of the company’s success. We view talent such as yourself as a top strategic priority and want to hear from you on how we can make both you and the company succeed. We strive to make every day better than the previous one. As a start‑up, we look for individuals who embrace the start‑up dynamic, recognizing both the opportunities for greater responsibility and the learning experiences that come from mistakes. Role Summary The Director of Remote Operations Center leads all customer‑facing remote operations across Trunk Space Storage. This includes managing an in‑office team of Remote Managers, overseeing our offshore call center partner, and ensuring our AI‑assisted customer interaction tools deliver exceptional customer experience and leasing results. This is not a traditional cost‑control call center role. While operational efficiency matters, the top priority is customer retention, exceptional service, conversion performance, and acting as the “virtual store” when locations are unstaffed (typically two days per week per store). The ROC is designed to be a revenue and relationship engine—one of our most important strategic assets. Key Responsibilities Leadership of U.S.-Based Remote Managers (Primary Priority) Hire, train, coach, and develop a team of 4–7 Remote Managers as we scale Create a high‑performance, customer‑obsessed culture focused on retention and service Ensure Remote Managers use phone and video tools to resolve customers’ toughest issues Support move‑ins, move‑outs, billing, collections, and escalations Serve as the Virtual Store Manager when stores are unstaffed Drive daily coaching, script adherence, and retention/sales skills development Manage daily performance dashboards and enforce accountability Champion the ROC as a customer relationship center, not merely a call‑handling center Oversight of Offshore Call Center Partner Manage the relationship with our offshore call center partner Ensure consistent, high‑quality customer interactions across channels Maintain alignment on scripts, training, SLAs, and customer expectations Conduct weekly performance reviews, QA audits, and collaboration sessions Validate that customer retention and satisfaction—not cost cutting—drive priorities Ensure workforce management, scheduling, and staffing support peak and off‑peak needs Ownership of AI‑Enabled Customer Interaction Tools Partner with our AI vendor to ensure all automated and human workflows function as a single, smooth customer journey. Manage configuration, updates, routing logic, and script/prompt refinement Monitor AI accuracy, customer experience quality, and conversion impacts Identify and resolve internal workflow breaks or escalation failures Contribute ideas to expand automation where appropriate Ensure AI supports clarity, speed, and retention—not unnecessary friction Process, Workflow, and SOP Design Build and maintain SOPs for all ROC functions Standardize processes across Remote Managers and offshore teams Develop training materials, knowledge bases, and QA rubrics Support new store transitions, ensuring ROC readiness and consistency Cross‑Functional Collaboration Partner with Operations, Marketing, Revenue Management, and Technology Serve as an internal advocate for the customer Support occupancy strategies through high‑quality customer interactions Coordinate with field teams to ensure virtual + onsite operations work seamlessly Lead ROC readiness during store openings and transitions Performance Management & Customer‑Centric KPIs Primary KPIs Emphasize Customer Experience And Retention Lead conversion Customer satisfaction Resolution quality & speed‑to‑solution Occupancy support and retention outcomes Effectiveness of video/phone support Quality control across interactions AI interaction quality and escalation accuracy Only Secondarily Call‑handling metrics Staffing optimization Call center efficiency Requirements Experience 5–10+ years in customer operations, contact center leadership, inside sales ops, or remote team management Experience supervising team leads or managers Experience managing offshore call center teams (any geography) Background in tech-enabled customer operations or workflow automation Strong track record of customer‑centric leadership Nice‑to‑Have: Experience in self‑storage, property management, or multi‑site service operations Skills AI Forward (Required): Demonstrated early adopter of AI tools—heavy user of at least one platform such as ChatGPT, Gemini, Claude, or Grok. Comfortable experimenting with AI, tuning prompts, and incorporating automation into workflows. Ideally has explored agentic AI (even minimally). This experience can come from either your professional OR personal background Strong people leader capable of developing a high‑performing in‑office team Excellent process designer—able to create clarity, consistency, and scalable systems Highly comfortable with dashboards, KPIs, QA systems, and operational metrics Exceptional communication skills (written and verbal) Calm, composed problem solver with strong judgment Thrives in a fast‑moving, start‑up environment with evolving processes Traits Deeply customer‑obsessed High ownership mentality Adaptable and entrepreneurial Seniority Level Director Employment Type Full‑time Job Function Management and Manufacturing Industries Warehousing and Storage #J-18808-Ljbffr