[Remote] Director - Remote Operations Center

Note: The job is a remote job and is open to candidates in USA. Trunk Space Storage is seeking a Director of Remote Operations Center to lead their customer-facing remote operations. This role involves managing a team of Remote Managers, overseeing an offshore call center partner, and ensuring AI-assisted customer interaction tools provide exceptional service and customer retention.ResponsibilitiesLeadership of U.S.-Based Remote Managers (Primary Priority)Hire, train, coach, and develop a team of 4–7 Remote Managers as we scaleCreate a high-performance, customer-obsessed culture focused on retention and serviceEnsure Remote Managers use phone and video tools to:Resolve customers’ toughest issuesSupport move-ins, move-outs, billing, collections, and escalationsServe as the Virtual Store Manager when stores are unstaffedDrive daily coaching, script adherence, and retention/sales skills developmentManage daily performance dashboards and enforce accountabilityChampion the ROC as a customer relationship center, not merely a call-handling centerOversight of Offshore Call Center PartnerManage the relationship with our offshore call center partnerEnsure consistent, high-quality customer interactions across channelsMaintain alignment on scripts, training, SLAs, and customer expectationsConduct weekly performance reviews, QA audits, and collaboration sessionsValidate that customer retention and satisfaction—not cost cutting—drive prioritiesEnsure workforce management, scheduling, and staffing support peak and off-peak needsOwnership of AI-Enabled Customer Interaction ToolsPartner with our AI vendor to ensure all automated and human workflows function as a single, smooth customer journeyManage configuration, updates, routing logic, and script/prompt refinementMonitor AI accuracy, customer experience quality, and conversion impactsIdentify and resolve internal workflow breaks or escalation failuresContribute ideas to expand automation where appropriateEnsure AI supports clarity, speed, and retention—not unnecessary frictionProcess, Workflow, and SOP DesignBuild and maintain SOPs for all ROC functionsStandardize processes across Remote Managers and offshore teamsDevelop training materials, knowledge bases, and QA rubricsSupport new store transitions, ensuring ROC readiness and consistencyCross-Functional CollaborationPartner with Operations, Marketing, Revenue Management, and TechnologyServe as an internal advocate for the customerSupport occupancy strategies through high-quality customer interactionsCoordinate with field teams to ensure virtual + onsite operations work seamlesslyLead ROC readiness during store openings and transitionsPerformance Management & Customer-Centric KPIsPrimary KPIs emphasize customer experience and retention:Lead conversionCustomer satisfactionResolution quality & speed-to-solutionOccupancy support and retention outcomesEffectiveness of video/phone supportQuality control across interactionsAI interaction quality and escalation accuracyOnly secondarily:Call-handling metricsStaffing optimizationCall center efficiencySkillsExperience in managing remote teams and customer service operationsStrong leadership skills with the ability to hire, train, coach, and develop a teamAbility to create a high-performance, customer-obsessed cultureExperience with performance management and accountability enforcementStrong communication skills for managing relationships with offshore partnersExperience in overseeing AI-assisted customer interaction toolsAbility to build and maintain Standard Operating Procedures (SOPs)Experience in cross-functional collaboration with various departmentsStrong analytical skills to monitor performance metrics and KPIsAbility to support occupancy strategies through high-quality customer interactionsExperience in the self-storage industryFamiliarity with AI technologies and their application in customer serviceExperience in process and workflow designKnowledge of customer retention strategiesExperience in a start-up environmentCompany OverviewAt Trunk Space Storage, we provide self-storage property management tailored to meet the needs of our tenants as well as our property-owners. It was founded in 2024, and is headquartered in Dallas, Texas, US, with a workforce of 201-500 employees. Its website is https://trunkspacestorage.com/.