[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