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.
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.