Vice President OF Operations

Vice President Of Resident Contact Center OperationsTricon Residential is an owner, operator and developer of single-family rental homes in the U.S. and multi-family apartments in Canada. Our commitment to enriching the lives of our employees, residents and local communities underpins Tricon's culture and business philosophy. We provide high-quality rental housing options for families across the United States and Canada through our technology-enabled operating platform and dedicated on-the-ground operating teams. Our development programs are also delivering thousands of new rental homes and apartments as part of our commitment to help solve the housing supply shortage. At Tricon, we imagine a world where housing unlocks life's potential.We strive to be North America's premier rental housing company. Our business philosophy involves taking care of our team first – empowering them to provide our residents with exceptional service and to positively impact the local communities where we operate. By providing an enhanced living experience, our residents rent for longer periods of time, treat our properties like their own, and share their experience with friends and family. This is how we continue to grow, and it is an approach that has proven to generate positive returns for our stakeholders.The Vice President Of Resident Contact Center Operations functions as the primary strategic business and people leader responsible for the overall vision and day-to-day operations of the Resident Experience Center (REX). This includes the Call Center, Inside Sales and Applications, Collections and Renewals, and all customer service touchpoints. The incumbent has a strong focus on delivering a seamless resident experience that drives resident loyalty and engagement, carrying Tricon Residential's culture and values, as a mentor for others, and communicates effectively to provide clear direction. This seasoned leader has a proven track record of scaling operations, implementing cutting-edge technology solutions, and delivering exceptional resident experiences while driving organizational growth.Tricon Residential is a leader in large-scale single-family rental property management, delivering exceptional living experiences to thousands of residents nationwide. Our commitment to operational excellence, innovation, and customer satisfaction sets us apart in the industry.Essential Duties And ResponsibilitiesInclude the following but are not limited to the job specifications contained herein. Additional duties or job functions that can be performed safely may be required as deemed necessary by supervisory personnel.Strategic Execution & Business AlignmentDevelop and execute a long-term vision and comprehensive business plans for the Resident Experience Center (REX) that align with company-wide strategies and growth initiatives, ensuring measurable impact on resident satisfaction, operational performance, and employee engagement.Lead the transformation of REX operations to support omnichannel resident experience and digital innovation.Translate Tricon's Guiding Principles into actionable strategies and scalable processes that create consistent, high-quality resident and employee experiences across all touchpoints.Collaborate with leaders across the organization to ensure aligned execution, efficient workflows, and seamless cross-departmental integration.Leadership & Talent DevelopmentBuild, lead, and inspire a high-performing, resident-centric leadership team across the call center, inside sales, applications, collections, renewals, and compliance functions.Coach and develop leaders through targeted feedback, performance management, and personalized development plans tied to strengths, growth areas, and career aspirations.Create and execute robust succession plans and talent strategies to ensure future leadership readiness and team continuity at every level.Resident Experience & Operational ExcellenceChampion initiatives to deliver a seamless experience that drives resident loyalty and engagement and build the Tricon "out-caring" brand.Serve as a passionate brand advocate and steward of the Tricon resident experience, ensuring that every team and process reflects our commitment to service, integrity, and care.Champion a culture of continuous improvement, accountability, and service excellence — empowering teams to proactively solve problems, anticipate resident needs, and exceed expectations.Leverage resident feedback, performance metrics, and frontline insights to drive process enhancements, technology adoption, and innovative service delivery models.Communication & Cross-Functional CollaborationAct as the key communicator of departmental strategy, KPI goals, and operational initiatives to senior leadership, peers, and frontline teams.Maintain a consistent, inspiring leadership presence and open-door approach with employees, ensuring transparent communication, recognition, and feedback loops across all levels.Technology, Data & ComplianceIdentify, implement, and scale technology systems, including adoption of AI and automation, that optimize operational workflows, improve resident-facing services, and enhance team efficiency.Use data-driven insights from KPIs, resident satisfaction scores, financial performance, and employee engagement to inform strategic decisions and quickly adapt to evolving market conditions.Liaison with business partners across the organization while proactively identifying risk and building scalable solutions to mitigate it.Culture & Employee EngagementFoster a culture of fairness, respect, and inclusion across all teams, ensuring every employee feels heard, valued, and empowered.Build rapport with teams through frequent engagement, active listening, and genuine presence at the frontline of operations.Recognize exceptional performance and uphold accountability for service failures, setting the standard for excellence in both resident care and team leadership.Qualifications:Five to ten years of experience in a senior management position with a proven track record in delivering outstanding results in hospitality or property management.Experience with omnichannel strategy and digital transformation.Knowledge of AI and machine learning applications in customer service.Track record of delivering measurable improvements, service metrics and cost efficiency.Proven ability to lead changes, drive innovation, and execute customer-centric strategies.Data-driven mindset and an aptitude for technology: being adept on all the tools and technologies that help businesses deliver, manage, measure and improve customer experience.Exceptional communication, leadership, and stakeholder management skills.High degree of initiative and practical problem-solving ability – creative solutions-oriented approach necessary.Minimum Requirements:Bachelor's degree in business administration, Operations Management, related field.Physical Demands:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job, including:Frequently required to sit, talk, and hear.Frequently required to stand and move; use hands to grasp, squeeze, finger, handle, and feel; reach, push, and pull with hands and arms; occasionally required to twist; reach overhead; stoop, kneel, squat, bend, and crouch.Occasionally lift, carry, and move up to 10 pounds.Vision abilities required by this job include close vision, distance vision, and depth perception.At Tricon, we are committed to creating a workplace where every individual is valued for their unique contributions, experiences, voices, and backgrounds. By embracing these principles, we aim to positively impact our business and the communities we serve, creating a lasting legacy where everyone can thrive.Salary RangePlacement within this compensation range will be determined by the candidate's knowledge, experience and skills.$162,960.00 - $302,640.00