Director - Remote Operations Center

Role overview

Trunk Space Storage is building a highly modern operating model for the self-storage industry during a period of fast growth. The Remote Operations Center is central to that strategy, and this leadership role is responsible for guiding the team and shaping how the company serves and keeps its customers.

This position is focused on creating a customer-first remote operations function that drives retention, service quality, and leasing performance. Rather than treating the center as a basic cost-control call center, the role is designed to run a revenue- and relationship-driven operation that acts as the virtual store when locations are not staffed.

Reporting structure and schedule

The role is based in Dallas, TX and is in-office. It reports to the VP of Operations and has regular access to the CEO. The workweek runs from Sunday through Thursday, with Friday and Saturday serving as the weekend for this position.

Team structure

As the company grows, this leader will directly manage an in-office team of 4 to 7 Remote Managers. In the future, the role may also include oversight of an offshore call center partner relationship lead.

Compensation

The salary range for this role is $110,000 to $130,000.

Key responsibilities

• Recruit, train, mentor, and develop a growing team of Remote Managers.
• Build a high-performance culture centered on customer care, retention, and service excellence.
• Ensure the team uses phone and video tools to handle difficult customer issues, move-ins, move-outs, billing, collections, and escalations.
• Position the Remote Operations Center as a virtual store for locations that are not staffed.
• Provide daily coaching, reinforce scripts, and strengthen retention and sales capabilities.
• Track team performance through daily dashboards and hold the team accountable for results.
• Oversee the offshore call center partner, including alignment on scripts, training, service-level expectations, and customer experience standards.
• Run weekly reviews, quality audits, and collaboration meetings with offshore partners.
• Manage staffing and scheduling to support both high-volume and slower periods.
• Partner with the AI vendor to ensure automated and human workflows work together seamlessly.
• Oversee configuration, routing logic, prompt/script refinement, and system updates for AI-assisted customer interactions.
• Monitor AI performance, customer experience quality, and conversion impact.
• Identify workflow gaps, escalation failures, and process issues, then resolve them.
• Improve automation where it adds value without creating friction for customers.
• Create and maintain SOPs for all Remote Operations Center functions.
• Standardize processes across in-house and offshore teams.
• Develop training resources, knowledge bases, and quality review frameworks.
• Support new store launches and transitions to ensure operational readiness and consistency.
• Work closely with Operations, Marketing, Revenue Management, and Technology teams.
• Represent the customer perspective internally and support occupancy goals through strong service execution.
• Coordinate with field teams so virtual and on-site operations work together smoothly.
• Lead ROC readiness for store openings and transition periods.
• Own the main customer-facing KPIs, including lead conversion, satisfaction, speed and quality of resolution, retention support, video/phone effectiveness, quality control, and AI escalation accuracy.
• Track traditional call-center measures only as secondary priorities, such as call-handling efficiency and staffing optimization.

About the company

Trunk Space Storage emphasizes employee empowerment, competitive pay and benefits, a positive can-do culture, and strong internal growth opportunities, including promotion from within. The company values people who are comfortable in a start-up environment and who are ready to learn, adapt, and help shape a growing business.

Additional information

This role is intended for someone who can balance leadership, customer experience, process design, and technology-enabled operations. Success in the position depends on building a responsive customer relationship center that supports both service quality and business growth.