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Senior Vice President of Client Operations

2 months ago

Plano, Texas, United States Public Storage Full time
Company Overview

Public Storage has been recognized as one of America's Best Large Employers by Forbes, and our workforce has voted us a Great Place to Work, highlighting our 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. Given our extensive tenant base, we may very well be the largest landlord globally. Our remarkable growth over the past four decades is largely attributed to our dedicated team, which 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 Client Operations to spearhead one of our essential growth initiatives. This executive will concentrate on enhancing client satisfaction, optimizing operations, and delivering results. If you are enthusiastic about change management, process enhancement, and providing outstanding customer service for a burgeoning line of business, this opportunity is tailored for you.

KEY RESPONSIBILITIES
  • Client Relationship Management: Ensure exceptional service by managing client relationships with professionalism and assertiveness, maintaining high levels of satisfaction and loyalty.
  • Change Leadership: Develop and execute effective change management strategies to refine processes and boost operational efficiency.
  • Process Enhancement: Design, refine, and enhance processes to guarantee smooth and effective operations.
  • Collaboration: Cultivate strong partnerships with internal teams, utilizing resources to achieve results and meet client needs.
  • Operational Management: Comprehend and oversee the operational facets of third-party client services, ensuring alignment with business objectives.
  • Results Orientation: Prioritize achieving measurable outcomes and operational excellence.
  • Team Leadership: Inspire and guide team members by providing clear direction, establishing high standards, and nurturing a collaborative and inclusive team environment.
  • Performance Management: Set clear performance targets, track progress, and implement strategies to enhance individual and team productivity. Address performance challenges promptly and constructively, fostering a high-performance culture.
  • Professional Development: Commit to 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 all members are informed, engaged, and aligned with company goals and client expectations.
  • Third-Party Operations Oversight: Supervise and manage all aspects of third-party operations, including developing and maintaining relationships with external partners, ensuring compliance with service agreements, optimizing operational processes, and driving performance improvements to achieve organizational objectives.
Qualifications
  • 12+ years of experience with a minimum of 7 years in progressive P&L leadership, operations leadership, or client services leadership.
  • Bachelor's degree or advanced degree preferred (MBA, MHA, etc.).
  • Expertise in Change Management: Proven ability to lead change and manage transitions effectively. Proactive approach with a capacity to learn from setbacks and thrive in an innovative, high-growth, fast-paced environment.
  • Process Improvement Expertise: Strong capability to design, refine, and streamline processes for optimal efficiency.
  • Leadership Skills: Proven ability to influence effectively, manage conflicts, and navigate complex interpersonal dynamics, building consensus and driving positive outcomes in high-pressure situations.
  • Customer Service Excellence: Exceptional skills in client management with a focus on effective communication, problem-solving, and prioritization.
  • Results-Driven: 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: Proven ability to think creatively and develop resourceful solutions to complex challenges.
  • Strategic Vision: Capable of devising and implementing innovative strategies that enhance efficiency and deliver exceptional results. Strong adaptability 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 component of our total rewards approach to compensation, which recognizes employees for their contributions, and this role may be eligible for additional discretionary bonuses or incentives.

Our core value is to operate as One Team, emphasizing the importance of in-person collaboration while also recognizing the value of flexibility. Public Storage employees are expected to work in the office five days a week with the option for up to three flexible remote days per month.
All information will be kept confidential in accordance with EEO guidelines.