[Remote] Senior Manager, Operations

Note: The job is a remote job and is open to candidates in USA. White Label Storage is a leading third-party self-storage management company managing over 400 facilities nationwide. The Senior Manager, Operations is responsible for leading and developing a team of Site Managers, ensuring operational excellence and performance across self-storage facilities. This role involves collaboration with various departments to enhance customer experience and drive revenue growth.ResponsibilitiesLead, coach, and develop a team of Site Managers responsible for managing customer portfolios and facility operationsConduct regular one-on-one meetings, coaching sessions, and performance reviewsEstablish clear expectations and accountability for operational execution, customer communication, and portfolio performanceMonitor team capacity and workload distribution to ensure effective portfolio coverageSupport onboarding, training, and professional development of Site ManagersFoster a culture of ownership, accountability, responsiveness, and continuous improvementEnsure Site Managers consistently execute company operating standards and procedures. Drive adoption of operational processes related to:Customer communication and engagementDelinquency managementAuctions and lien complianceBoots on the Ground (BOG) coordinationMove-ins and move-outsVendor managementFacility audits and inspectionsTenant issue resolutionMonitor execution quality and proactively address operational gapsMonitor portfolio performance through key operational and financial metricsPartner with Site Managers to identify performance risks and improvement opportunitiesEnsure action plans are developed and executed for underperforming facilitiesDrive accountability for occupancy, revenue growth, customer retention, delinquency reduction, NOI improvement, and overall service delivery standards across assigned portfoliosReview portfolio performance, health metrics, and escalation trends, partnering with Site Managers to develop and execute improvement plansSupport Site Managers with owner escalations and complex customer situationsEnsure customer communication standards are consistently maintained across portfoliosReinforce owner-facing best practices and relationship management standardsPartner with Site Managers to improve customer satisfaction and retentionAssist in resolving issues that may impact customer sentiment or portfolio retentionPartner with Revenue Management to support rate review execution and revenue optimization strategiesWork closely with Marketing to ensure facility performance initiatives are aligned and executedCoordinate with Finance regarding billing, delinquency, and financial performance mattersCollaborate with Customer Service and Call Center teams to improve customer experience and operational efficiencySupport Transitions during onboarding and stabilization periods as neededIdentify opportunities to improve operational consistency, efficiency, and scalabilityDrive adoption of company systems, reporting tools, and operational workflowsSupport implementation of new programs, technologies, and initiativesContribute to the development and refinement of operational playbooks, SOPs, and best practicesSkills5+ years of leadership experience in self-storage, property management, multifamily, hospitality, retail operations, or another multi-site operating environment5+ years leading multi-site operations teams, including direct management of site, store, property, or field managersProven experience coaching and developing high-performing teamsStrong understanding of operational performance metrics and accountability managementExperience managing multiple priorities across a large portfolio of locationsExcellent communication, leadership, and problem-solving skillsAbility to influence outcomes through coaching, accountability, and collaborationExperience managing remote teams across multiple states or regionsSelf-storage industry experience strongly preferredExperience working within a third-party management environmentFamiliarity with SiteLink, StoreEdge, or similar property management platformsKnowledge of self-storage delinquency programs, auctions, lien compliance, and operational best practicesExperience working directly with property owners, investors, or asset managersBenefitsAnnual bonus opportunityHealth, dental, and vision insurance401(k) with company match3 weeks PTOFully remote work environmentCompany OverviewWhite Label Storage offers third-party self-storage management solutions, optimizing operations and occupancy for self-storage owners. It was founded in undefined, and is headquartered in Brooklyn, New York, USA, with a workforce of 11-50 employees. Its website is https://www.whitelabelstorage.com.