We are seeking a Senior Director of Operations to lead customer service delivery across multiple teams and touchpoints, ensuring excellence at every stage of the guest journey.
Based in New Jersey, this role combines hands-on operational oversight with strategic leadership. With responsibility for in-house and field teams, you’ll drive performance across customer service, field operations, and maintenance, ensuring our clients and guests receive a seamless experience.
Responsibilities
- Oversee day-to-day operations across customer service, field teams, guest services, and maintenance.
- Lead and mentor the 24/7 call centre team to deliver consistently high service standards.
- Provide leadership to field representatives and guest service teams to ensure efficient and professional support.
- Develop and implement operational strategies to enhance customer satisfaction and retention.
- Monitor performance metrics and introduce improvements to increase efficiency and service quality.
- Collaborate with senior leadership on budgeting, resource allocation, and strategic growth initiatives.
- Ensure compliance with industry regulations and company standards.
- and maintain strong relationships with vendors and service partners.
- Champion training, development, and career progression for operational staff.
- Oversee light travel to multiple sites across the US to ensure operational excellence is maintained company-wide.
Requirements
- Proven leadership experience within corporate housing or serviced apartments.
- Strong background in operations management, including multi-site oversight.
- Experience managing customer service teams, ideally including call centre operations.
- Excellent communication and leadership skills, with a focus on employee development.
- Ability to balance strategic planning with hands-on operational leadership.
- Previous industry experience in corporate housing or serviced apartments is essential.