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**Vice President of Operations and Client Services**

2 months ago

Glendale, California, United States Public Storage Full time

At Public Storage, we are seeking a dynamic leader to drive our third-party operations and client satisfaction. As a key member of our team, you will be responsible for enhancing client relationships, streamlining operations, and driving results. If you are passionate about change management, process optimization, and delivering exceptional customer service, this is the perfect opportunity for you.

**Key Responsibilities:**

  • **Customer Management:** Deliver exceptional service by managing client relationships with tact and firmness, ensuring high levels of satisfaction and loyalty.
  • **Change Management:** Lead and implement effective change management strategies to improve processes and drive operational efficiency.
  • **Process Optimization:** Build, repair, and optimize processes to ensure seamless and efficient operations.
  • **Internal Collaboration:** Foster strong relationships with internal teams, leveraging resources to drive outcomes and support client needs.
  • **Operational Oversight:** Understand and manage the operational aspects of third-party client services, ensuring alignment with business goals.
  • **Results Driven:** Focus on achieving measurable results and operational excellence.
  • **Leadership:** Inspire and motivate team members by providing clear direction, setting high standards, and fostering a collaborative and inclusive team culture.
  • **Performance Optimization:** Set clear performance goals, monitor progress, and implement strategies to enhance individual and team productivity. Address performance issues promptly and constructively, promoting a high-performance culture.
  • **Development:** Invest in the professional growth of team members through continuous training, mentorship, and performance feedback. Identify and nurture potential leaders within the team, ensuring succession planning and career development opportunities.
  • **Communication:** Facilitate open and transparent communication within the team, ensuring that all members are informed, engaged, and aligned with company objectives and client requirements.
  • **Third Party Operations Management:** Oversee and manage all aspects of third-party operations, including the development and maintenance of relationships with external partners, ensuring compliance with service agreements, optimizing operational processes, and driving performance improvements to meet organizational goals.

**Qualifications:**

  • 12+ years of experience with 7+ years of progressive P&L leadership experience, operations leadership, and/or client services leadership experience required.
  • Bachelor's Degree or advanced degree highly preferred (MBA, MHA, etc.).
  • Change Management Expertise: Proven track record in leading change and managing transitions effectively. Bias towards action with an ability to quickly learn from mistakes and thrive in an innovative, high-growth, fast-paced environment.
  • Process Improvement Skills: Strong ability to build, repair, and streamline processes for maximum efficiency.
  • Leadership Presence: Proven ability to effectively influence and manage conflicts and navigate complex interpersonal dynamics, build consensus, and drive positive outcomes in high-pressure situations.
  • Customer Service Excellence: Exceptional customer management skills with a focus on effective communication, problem-solving, and prioritization.
  • Results-Oriented: Demonstrated ability to set and achieve ambitious goals and drive operational success.
  • Operational Acumen: Deep understanding of operational processes and how they impact overall business performance.
  • Innovative Problem-Solving: Demonstrated ability to think creatively and develop resourceful solutions to complex challenges.
  • Strategic Thinking: Capable of devising and implementing innovative strategies that optimize processes, enhance efficiency, and deliver exceptional results. Strong ability to adapt and respond to changing circumstances with agility and creativity.
  • Resource Optimization: Skilled in maximizing the use of available internal and external resources to achieve project objectives and enhance team performance. Ability to identify and implement cost-effective solutions without compromising.