Director - Remote Operations Center

Location: Dallas, TX (In-Office) 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 (potential future) Compensation: $110,000–$130,000 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. 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 accountabilityChampion 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 You 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 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 KPIs Primary 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 #J-18808-Ljbffr