Director - Remote Operations Center

Description

Location: Dallas, TX (In-Office)

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 (potential future)
  
  

Compensation: $110,000–$130,000

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.

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:

• 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(We are still evaluating the specific geography; this role will manage offshoring generally.)

• 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

You will 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