[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.

Responsibilities

• Leadership of U.S.-Based Remote Managers (Primary Priority)
• Hire, train, coach, and develop a team of 4–7 Remote Managers as we scale
• Create a high-performance, customer-obsessed culture focused on retention and service
• Ensure Remote Managers use phone and video tools to:
• Resolve customers’ toughest issues
• Support move-ins, move-outs, billing, collections, and escalations
• Serve as the Virtual Store Manager when stores are unstaffed
• Drive daily coaching, script adherence, and retention/sales skills development
• Manage daily performance dashboards and enforce accountability
• Champion the ROC as a customer relationship center, not merely a call-handling center
• Oversight of Offshore Call Center Partner
• Manage the relationship with our offshore call center partner
• Ensure consistent, high-quality customer interactions across channels
• Maintain alignment on scripts, training, SLAs, and customer expectations
• Conduct weekly performance reviews, QA audits, and collaboration sessions
• Validate that customer retention and satisfaction—not cost cutting—drive priorities
• Ensure workforce management, scheduling, and staffing support peak and off-peak needs
• Ownership of AI-Enabled Customer Interaction Tools
• 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 refinement
• Monitor AI accuracy, customer experience quality, and conversion impacts
• Identify and resolve internal workflow breaks or escalation failures
• Contribute ideas to expand automation where appropriate
• Ensure AI supports clarity, speed, and retention—not unnecessary friction
• Process, Workflow, and SOP Design
• Build and maintain SOPs for all ROC functions
• Standardize processes across Remote Managers and offshore teams
• Develop training materials, knowledge bases, and QA rubrics
• Support new store transitions, ensuring ROC readiness and consistency
• Cross-Functional Collaboration
• Partner with Operations, Marketing, Revenue Management, and Technology
• Serve as an internal advocate for the customer
• Support occupancy strategies through high-quality customer interactions
• Coordinate with field teams to ensure virtual + onsite operations work seamlessly
• Lead ROC readiness during store openings and transitions
• Performance Management & Customer-Centric KPIsPrimary KPIs emphasize customer experience and retention:
• Lead conversion
• Customer satisfaction
• Resolution quality & speed-to-solution
• Occupancy support and retention outcomes
• Effectiveness of video/phone support
• Quality control across interactions
• AI interaction quality and escalation accuracy
• Only secondarily:
• Call-handling metrics
• Staffing optimization
• Call center efficiency

Skills

• Experience in managing remote teams and customer service operations
• Strong leadership skills with the ability to hire, train, coach, and develop a team
• Ability to create a high-performance, customer-obsessed culture
• Experience with performance management and accountability enforcement
• Strong communication skills for managing relationships with offshore partners
• Experience in overseeing AI-assisted customer interaction tools
• Ability to build and maintain Standard Operating Procedures (SOPs)
• Experience in cross-functional collaboration with various departments
• Strong analytical skills to monitor performance metrics and KPIs
• Ability to support occupancy strategies through high-quality customer interactions
• Experience in the self-storage industry
• Familiarity with AI technologies and their application in customer service
• Experience in process and workflow design
• Knowledge of customer retention strategies
• Experience in a start-up environment

Company Overview