Vice President, Resident Contact Center Operations

Vice President Of Resident Contact Center Operations

Tricon 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 Responsibilities

Include 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 Alignment

• Develop 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 Development

Resident Experience & Operational Excellence

Communication & Cross-Functional Collaboration

Technology, Data & Compliance

Culture & Employee Engagement

Qualifications :

Minimum Requirements :

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 :

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 Range

Placement within this compensation range will be determined by the candidate's knowledge, experience and skills.

$162,960.00 - $302,640.00