Director, Customer Care Center

🔥 9 minutes ago

🤠 Texas – Remote

🤠 Texas – Remote

⏰ Full Time

🔴 Lead

💝 Customer Support

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Mini Mall Storage Properties

WebsiteLinkedInAll Job Openings

201 - 500 employees

Whether you need commercial or residential self-storage, it’s simple. We make storing your belongings seamless — pull up, load or unload, then lock ‘n roll! No sweat.

📋 Description

• Lead the Customer Care Center across people, process, technology, and performance • Build and evolve the CCC into a sales-focused customer engagement center with a strong emphasis on conversion, customer experience, and operational efficiency • Evaluate and redesign workflows to improve speed, consistency, customer satisfaction, and sales outcomes • Establish, track, and report on KPIs including conversion, answer rate, speed to answer, service level, first contact resolution, quality, customer satisfaction, lead follow-up, and productivity • Partner with IT and Data teams to improve reporting, enable data-driven decision-making, and maximize existing tools • Evaluate CCC technology, systems, vendor tools, and workflows; recommend enhancements, replacements, and new solutions as needed • Manage vendor relationships and identify future vendor opportunities to support capability and scale • Develop and execute sales strategies aligned to company methodology, ensuring a consistent and frictionless rental process • Establish coaching frameworks and performance expectations for agents to drive conversion and service outcomes • Lead follow-up strategies across leads, reservations, online inquiries, missed opportunities, and digital channels • Oversee all customer interaction channels, including voice, chat, email, and online inquiries, ensuring consistency and quality • Evaluate and improve call routing strategies to optimize conversion, service levels, and customer experience

🎯 Requirements

• 10–12 years of progressive experience in contact center, customer operations, or sales environments, including 3–5+ years in leadership roles • Proven success leading high-volume, sales-driven customer operations with accountability for conversion and service performance • Demonstrated ability to improve conversion, customer experience, and operational efficiency using data and performance insights • Strong experience in workforce planning and operating model optimization in a scaling environment • Experience establishing and managing KPIs and performance frameworks to drive results • Working knowledge of contact center technology, CRM systems, and digital channels, with the ability to optimize tools and vendors • Proven ability to partner cross-functionally across Operations, Marketing, IT, Data, QA, and People & Culture • Experience with outsourced, offshore, or hybrid models is an asset • Bachelor’s degree in business, Operations, or related field preferred, or equivalent experience

🏖️ Benefits

• Competitive compensation package • Group benefits plan • 401K matching program • Discretionary bonus program