Executive Vice President of Client Services

2 weeks ago

Glendale, California, United States Public Storage Full time

Public Storage has been recognized as one of America's Best Large Employers by Forbes, and our employees have also voted us as a Great Place to Work, with accolades for Best Career Growth, ranking us in the Top 5% for Work Culture, and in the Top 10% for Diversity and Inclusion.

With over 2,900 locations across the nation, Public Storage stands as the leader in the self-storage sector. Our extensive tenant base positions us as potentially the world's largest landlord. Our remarkable growth over the past four decades is largely attributed to the dedicated team that has propelled us to become an S&P 500 industry leader, the largest real estate investment trust (REIT) in the country, and the most recognized name in self-storage.

Position Overview

We are in search of a proactive Senior Vice President of External Operations to spearhead one of our pivotal growth initiatives. This executive will prioritize enhancing client satisfaction, optimizing operational processes, and driving impactful results. If you are enthusiastic about change management, process enhancement, and delivering outstanding customer service for a burgeoning business line, this opportunity is tailored for you.

KEY RESPONSIBILITIES

  • Client Relationship Management: Provide exceptional service by managing client relationships with professionalism and assertiveness, ensuring high levels of satisfaction and loyalty.
  • Change Leadership: Direct and execute effective change management strategies to refine processes and enhance operational efficiency.
  • Process Enhancement: Develop, refine, and optimize processes to guarantee smooth and efficient operations.
  • Collaboration: Cultivate strong partnerships with internal teams, utilizing resources to drive results and support client needs.
  • Operational Management: Comprehend and oversee the operational facets of third-party client services, ensuring alignment with organizational objectives.
  • Results Orientation: Concentrate on achieving quantifiable results and operational excellence.
  • Team Leadership: Inspire and motivate team members by providing clear guidance, establishing high standards, and fostering a collaborative and inclusive team environment.
  • Performance Management: Set explicit performance objectives, track progress, and implement strategies to boost individual and team productivity. Address performance challenges promptly and constructively, promoting a high-performance culture.
  • Professional Development: Invest in the professional advancement of team members through ongoing training, mentorship, and performance feedback. Identify and cultivate potential leaders within the team, ensuring succession planning and career development opportunities.
  • Effective Communication: Promote open and transparent communication within the team, ensuring that all members are informed, engaged, and aligned with company goals and client expectations.
  • Management of Third-Party Operations: Oversee and manage all facets 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 objectives.
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.).
  • Expertise in Change Management: Proven track record in leading change and managing transitions effectively. A proactive approach with the ability to quickly learn from mistakes and thrive in an innovative, high-growth, fast-paced environment.
  • Process Improvement Expertise: Strong capability to develop, repair, and streamline processes for maximum efficiency.
  • Leadership Skills: Proven ability to effectively influence and manage conflicts, navigate complex interpersonal dynamics, build consensus, and drive positive outcomes in high-pressure situations.
  • Customer Service Proficiency: Exceptional client management skills with a focus on effective communication, problem-solving, and prioritization.
  • Results-Driven Mindset: Demonstrated ability to set and achieve ambitious goals and drive operational success.
  • Operational Insight: Deep understanding of operational processes and their impact on overall business performance.
  • Innovative Problem-Solving: Demonstrated ability to think creatively and develop resourceful solutions to complex challenges.
  • Strategic Insight: 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 Management: 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 quality.
Additional Information

Compensation
Base Pay Range: $135,000 - $180,000
Compensation may vary outside of this range depending on various factors, including a candidate's qualifications, skills, competencies, experience, and location. Base pay is one part of our total awards approach to compensation, which is provided to recognize employees for their contributions, and this role may be eligible for additional discretionary bonuses or incentives.

One of our core values is to work as One Team, and we believe that in-person collaboration is invaluable while also recognizing the benefits of flexibility. Public Storage teammates are expected to work in the office five days each week with the option to take up to three flexible remote days per month.

All your information will be kept confidential according to EEO guidelines.

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