Director of Remote Operations Center

Director of Remote Operations CenterLocation: Dallas, TX (In-Office / Hybrid) Reports To: VP of Operations (with regular access to the CEO) Work Week: Sunday through Thursday (Friday & Saturday are the weekend for this role) Direct Reports (as we scale): • 4–7 Remote Managers (in-office) • Offshore Call Center Partner Relationship Lead • 1 Operations Specialist • 1 Overnight Security Leader (limited oversight) Compensation: $130,000–$150,000 + 10–20% Bonus About UsTrunk Space Storage aspires to build one of the most innovative operating models in the self-storage industry as we enter a rapid scaling phase. The Remote Operations Center is vital to that approach. The Director of Remote Operations Center will oversee Trunk Space Storage’s Remote Operations Center (the ROC) and play a pivotal role in shaping how we serve and retain our customers.Attracting and retaining the best talent is vital to our success. We empower employees to make their own decisions, set compensation and benefits at the upper end of the self-storage industry, foster a positive and “can-do” culture, and provide strong growth opportunities—including promoting from within.You are a critical part of the company’s success. We view talent such as yourself as a top strategic priority and want to hear from you on how we can make both you and the company succeed. We strive to make every day better than the previous one. As a start-up, we look for individuals who embrace the start-up dynamic, recognizing both the opportunities for greater responsibility and the learning experiences that come from mistakes. Role SummaryThe Director of Remote Operations Center leads all customer-facing remote operations across Trunk Space Storage. This includes managing an in-office team of Remote Managers, overseeing our offshore call center partner, and ensuring our AI-assisted customer interaction tools deliver exceptional customer experience and leasing results.This is not a traditional cost-control call center role. While operational efficiency matters, the top priority is customer retention, exceptional service, conversion performance, and acting as the “virtual store” when locations are unstaffed (typically two days per week per store). The ROC is designed to be a revenue and relationship engine—one of our most important strategic assets. Key Responsibilities Leadership of U.S.-Based Remote Managers (Primary Priority)Remote Managers work in the Dallas office alongside this role, and they act as the Virtual Store Manager for our facilities.You will: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 center Oversight of Offshore Call Center Partner(We are still evaluating the specific geography; this role will manage offshoring generally.)Manage 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 needs Ownership of AI-Enabled Customer Interaction ToolsYou will partner with our AI vendor to ensure all automated and human workflows function as a single, smooth customer journey.Manage 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 friction Process, 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 consistency Cross-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 transitions Performance 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 efficiency Ideal Candidate ProfileExperience5–10+ years in customer operations, contact center leadership, inside sales ops, or remote team managementExperience supervising team leads or managersExperience managing offshore call center teams (any geography)Background in tech-enabled customer operations or workflow automationStrong track record of customer-centric leadershipNice-to-Have: Experience in self-storage, property management, or multi-site service operations SkillsAI Forward (Required): Demonstrated early adopter of AI tools—heavy user of at least one platform such as ChatGPT, Gemini, Claude, or Grok. Comfortable experimenting with AI, tuning prompts, and incorporating automation into workflows. Ideally has explored agentic AI (even minimally). This experience can come from either your professional OR personal backgroundStrong people leader capable of developing a high-performing in-office teamExcellent process designer—able to create clarity, consistency, and scalable systemsHighly comfortable with dashboards, KPIs, QA systems, and operational metricsExceptional communication skills (written and verbal)Calm, composed problem solver with strong judgmentThrives in a fast-moving, start-up environment with evolving processes TraitsDeeply customer-obsessedHigh ownership mentalityAdaptable and entrepreneurialSystematic, process-oriented thinkerHands-on, comfortable diving into details