Director - Remote Operations Center
- Full-time
- Remote
Job Description
Job Description
Description :
Location : Dallas, TX (In-Office / Hybrid)
Reports To : VP of Operations (with regular access to the CEO)
Work Week : Sunday through Thursday (Friday & Saturday are the weekend for this role)
Direct Reports (as we scale) :
- 4–7 Remote Managers (in-office)
- Offshore Call Center Partner Relationship Lead
- 1 Operations Specialist
- 1 Overnight Security Leader (limited oversight)
Compensation : $110,000–$130,000 + 10% Bonus
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About Us
Trunk Space Storage aspires to build one of the most innovative operating models in the self-storage industry as we enter a rapid scaling phase. The Remote Operations Center is vital to that approach. The Director of Remote Operations Center will oversee Trunk Space Storage’s Remote Operations Center (the ROC) and play a pivotal role in shaping how we serve and retain our customers.
Attracting and retaining the best talent is vital to our success. We empower employees to make their own decisions, set compensation and benefits at the upper end of the self-storage industry, foster a positive and “can-do” culture, and provide strong growth opportunities—including promoting from within.
You are a critical part of the company’s success. We view talent such as yourself as a top strategic priority and want to hear from you on how we can make both you and the company succeed. We strive to make every day better than the previous one. As a start-up, we look for individuals who embrace the start-up dynamic, recognizing both the opportunities for greater responsibility and the learning experiences that come from mistakes.
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Role Summary
The Director of Remote Operations Center leads all customer-facing remote operations across Trunk Space Storage. This includes managing an in-office team of Remote Managers, overseeing our offshore call center partner, and ensuring our AI-assisted customer interaction tools deliver exceptional customer experience and leasing results.
This is not a traditional cost-control call center role. While operational efficiency matters, the top priority is customer retention, exceptional service, conversion performance, and acting as the “virtual store” when locations are unstaffed (typically two days per week per store). The ROC is designed to be a revenue and relationship engine—one of our most important strategic assets.
Key Responsibilities
Leadership of U.S.-Based Remote Managers (Primary Priority)
Remote Managers work in the Dallas office alongside this role, and they act as the Virtual Store Manager for our facilities.
You will :
Oversight of Offshore Call Center Partner
(We are still evaluating the specific geography; this role will manage offshoring generally.)
Ownership of AI-Enabled Customer Interaction Tools
You will partner with our AI vendor to ensure all automated and human workflows function as a single, smooth customer journey.
Process, Workflow, and SOP Design
Cross-Functional Collaboration
Performance Management & Customer-Centric KPIs
Primary KPIs emphasize customer experience and retention :
Only secondarily :
Requirements : Experience
Skills
Traits
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