Remote Operations Team Manager

This is a full-time, salaried opportunity. Work location and schedule expectations will be communicated based on business needs and the assigned team structure.

Warehouse Anywhere provides self-storage solutions for businesses seeking to centralize the administrative requirements of managing storage assets nationwide. Our team enables seamless management of storage units regardless of location. Powered by proprietary technology, our solution helps customers save time, reduce cost, and create efficiencies across operations, procurement, and sales.

Job Description

We are seeking a highly organized, operationally focused, and people-centered Remote Operations Team Manager to oversee the administrative operations supporting multiple storage locations. Functioning similarly to a district manager in a remote operating model, this role is accountable for consistent execution across assigned locations, team capacity and coverage, operating discipline, performance management, and timely resolution of location-level issues. The Manager leads a distributed team, translates company standards into repeatable daily practices, and partners across Operations, Tenant Experience, Rental Experience, Finance, Technology, and field or partner contacts to ensure each location is supported accurately, efficiently, and consistently.

Key Responsibilities

Team Leadership & Performance Management

• Lead, coach, and develop a fully remote team responsible for remote facility operations, building trust and accountability without in-person oversight.
• Conduct monthly 1:1s, formal performance reviews, and ongoing development planning, supplemented by regular touch-base conversations throughout the month, with documented coaching on judgment, ownership, accuracy, communication, and follow-through.
• Set clear expectations for productivity, attendance, schedule adherence, quality, and escalation handling; address performance gaps promptly through coaching, written feedback, or corrective action.
• Own the formal performance management process — including documentation, improvement plans, and outcomes — in partnership with HR.
• Participate in interviewing, hiring, and selection decisions for the team, in partnership with HR.
• Build bench strength and succession readiness by identifying development needs and creating cross-training opportunities.
• Foster team engagement, connection, and morale for a distributed team through recognition, regular virtual touchpoints, and culture-building activities.
• Partner with the Manager, Learning & Business Process Optimization and Human Resources to create and deliver onboarding and ongoing training for team members.
• Create an environment of trust, accountability, recognition, and open communication where employees understand expectations, receive feedback, and have opportunities for development

Multi-Location Operational Oversight

• Own consistent administrative execution across an assigned portfolio of locations, ensuring each location follows company procedures and meets established service expectations.
• Monitor location-level workload, open items, aging work, exceptions, and recurring issues; intervene before customer or business impact increases.
• Coordinate completion of core administrative workflows, including account updates, access changes, documentation, leasing support, payment-related handoffs, and location communications.
• Maintain clear ownership and status visibility for unresolved location issues and confirm closure with relevant stakeholders.
• Ensure the Operations Coordinator team has the tools, guidance, and support needed to serve as the primary point of contact for facility operators/owners within the assigned portfolio.

Workforce Planning & Coverage

• Own staffing, scheduling, queue coverage, and workload balancing across the assigned team and location portfolio.
• Use volume, productivity, absence, and service data to recommend staffing or schedule adjustments.
• Maintain business continuity plans for absences, volume spikes, system interruptions, and other coverage risks.
• Own headcount planning, hiring, onboarding, and early-tenure ramp-up for the team, partnering with HR on process and compliance.

Process Consistency, Quality & Compliance

• Maintain standard operating procedures, checklists, job aids, and location-specific reference materials.
• Audit team work regularly for accuracy, timeliness, documentation quality, policy adherence, and secure handling of customer information.
• Maintain a defect and exception log; convert recurring issues into process changes, training, or system requests.
• Ensure the team adopts required tools, workflows, and controls, and document corrective action when standards are missed.

Operations Coordinator Partnership & Operator Experience

• Partner with Operations Coordinators — who serve as the primary, trusted point of contact for operators — to ensure they have the information, resources, and subject‑matter input needed to resolve operator needs effectively.
• Monitor operator experience trends (through Operations Coordinator feedback, escalation patterns, and available data) to identify systemic issues, gaps, or process/training needs, and raise these with the appropriate owner(s).
• Step in directly with an operator only when an issue has been escalated through the Operations Coordinator and requires this role’s specific authority, complexity, or judgment — not as a routine point of contact.
• Reinforce the Operations Coordinator model in all communications, ensuring operators are directed back to their Operations Coordinator for standard needs.
• Partner with the Operations Coordinator team’s direct manager/team lead to align on recurring issues, process gaps, and support needs.

Escalation Management & Cross-Functional Partnership

• Serve as the manager-level escalation point for complex location, access, payment, service, or administrative issues.
• Partner closely with Operations Coordinators to resolve complex or sensitive operator issues, ensuring clear handoffs, shared visibility on open items, and timely closure.
• Serve as the escalation point when an Operations Coordinator or their manager requests support — not as a default operator contact.
• Coordinate same‑business-day handoffs when Finance, Technology, Partner Experience, Rental Experience, or Tenant Experience support is required.
• Surface emerging operational risks early, paired with available facts, recommended action, clear ownership, and timing.
• Partner with functional leaders to remove recurring barriers and improve end‑to‑end execution across locations.

Reporting & Communication

• Provide a written weekly update covering portfolio status, team health, performance trends, wins, risks, decisions needed, and next‑week priorities.
• Lead recurring KPI reviews and maintain action plans for measures below target.
• Communicate operational changes clearly and ensure understanding and adoption across the team.

Key Performance Indicators

Performance will be evaluated using a balanced scorecard. Final targets should be established annually based on business volume, baseline performance, staffing model, and approved service standards.

KPI What It Measures Illustrative Measure

Service-Level Attainment Percentage of assigned administrative work completed within the approved service standard. Target set by workflow

Work Aging Volume and percentage of open items beyond the established threshold. Downward trend / within threshold

Quality & Accuracy Audit results for accurate execution, complete documentation, and policy adherence. Target set after baseline

Portfolio Issue Resolution Timeliness and closure rate for location-level issues and escalations. Target set by severity

Coverage & Schedule Adherence Required queue or workflow coverage and adherence to assigned schedules. Meet approved coverage plan

Productivity Completed work relative to volume, hours, and approved productivity standards. Target by workflow

Repeat Defect Rate Frequency of recurring errors or reopened work after resolution. Downward trend

Team Health Retention, attendance reliability, coaching completion, and training progress. Targets set annually

Cross-Functional Support Impact Timeliness and quality of input provided to Operations Coordinators on escalated or complex issues; contribution to reducing systemic operator issues. Target set after baseline

Qualifications

• High School Diploma or GED required; Associate’s or Bachelor’s degree preferred.
• 5–7 years of experience in multi-site operations, administrative operations, customer support, property management, logistics, or another distributed service environment.
• 3+ years of people leadership experience managing a remote or geographically distributed team, including hiring, coaching, and performance management.
• Demonstrated experience managing workload, staffing coverage, operational KPIs, and service-level expectations.
• Strong coaching, performance management, organizational, and written communication skills.
• Demonstrated judgment and problem-solving ability in time-sensitive operational situations.
• Proficiency with cloud-based workflow, CRM, ticketing, reporting, and collaboration tools.
• Ability to flex beyond the standard work schedule when needed to support team and business requirements.

Preferred Attributes

• Experience overseeing administrative operations across multiple locations or territories.
• Experience in self-storage, property management, logistics, contact-center operations, or a tech-enabled services environment.
• Data-driven mindset and comfort using dashboards to diagnose performance and prioritize action.
• Experience supporting process standardization during growth or organizational change.

Compensation Structure

• Base salary: $75,000 – 90,000 depending on experience
• This is an exempt position and is not eligible for overtime.
• Actual compensation will depend on experience, qualifications, skills, internal equity, market conditions, and business needs.
• This compensation range does not include the value of benefits.
• Company-subsidized medical, dental, and vision insurance
• Employer HSA contribution where applicable
• Company-paid life and disability insurance
• 401(k) with company match
• PTO
• Paid holidays
• Additional voluntary benefits available to eligible employees