VP of Operations – Customer Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the customer experience for both tenants and property owners, ensuring outstanding service delivery throughout the entire customer lifecycle.

• Propel company-wide initiatives for customer retention, with a primary focus on minimizing churn and enhancing the Net Promoter Score (NPS).

• Manage essential business metrics, including Churn Rate, NPS, Revenue per Unit (RPU), leasing conversion rates, delinquency, maintenance turnaround times, client churn, and negative accounts.

• Conduct customer interviews and transform feedback into actionable service enhancements in collaboration with Area General Managers (AGMs), Customer Success, and Customer Service teams.

• Establish and nurture strong relationships with institutional clients and key portfolio owners, especially those managing large-scale portfolios.

• Act as the executive escalation point for complex customer issues, legal matters, operational challenges, and sensitive client situations.

• Ensure consistent attainment of Service Level Agreements (SLAs), revenue capture, leasing conversion rates, and operational performance benchmarks.

• Directly oversee Area General Managers (AGMs), the Maintenance Manager, and the Leasing Manager, while collaborating with HR on staffing, performance management, and accountability.

• Hold leaders accountable to operational and customer success Key Performance Indicators (KPIs) while mentoring and developing leadership skills.

• Lead through leaders by facilitating regular leadership meetings (including Level 10 meetings) to promote execution, accountability, and continuous improvement.

• Uphold company policies, Standard Operating Procedures (SOPs), quality assurance standards, and operational consistency across all markets.

• Foster a high-performance culture centered on ownership, accountability, execution, and customer success.

• Make decisions regarding hiring, performance management, succession planning, and termination for Operations leadership roles.

• Collaborate closely with HR, Marketing, Systems, and Business Process Improvement (BPI) teams to enhance organizational effectiveness and operational efficiency.

• Offer strategic insights on organizational design, process optimization, and scalability initiatives.

• Identify avenues to expand the company’s unit count by strengthening client relationships and delivering exceptional customer experiences.

• Remain actively engaged in operational processes and execution to ensure standards are met consistently.

⛳️ Requirements

• Over 10 years of operations leadership experience managing multi-layered teams.

• Demonstrated success in enhancing operational performance, customer retention, and customer satisfaction.

• Experience leading Customer Success, Client Success, or Customer Experience departments.

• Strong knowledge of churn management, retention strategies, and customer lifecycle management.

• Exceptional leadership, coaching, and people management abilities.

• Capacity to make sound decisions under pressure and adeptly manage escalations.

• Experience in enforcing SOPs and driving operational excellence.

• Excellent communication skills and ability to collaborate across functions.

• High degree of ownership, accountability, and focus on results.

🏝️ Benefits

• Competitive Base Salary

• Competitive commission for each new unit added

• Parental leave benefits

• Annual paid leave entitlement

• Comprehensive health insurance coverage

• Attractive incentive structure

• Strong opportunities for growth and advancement