Director, Customer Care Center

🕒 July 1

🤠 Texas – Remote

🤠 Texas – Remote

⏰ Full Time

🔴 Lead

💝 Customer Support

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Mini Mall Storage Properties

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏠 Real Estate

📦 Logistics

👥 B2C

Real Estate • Logistics • B2C

Mini Mall Storage Properties is a self-storage company that offers both commercial and residential storage solutions. Established in 2020, the company has quickly made its mark by acquiring existing storage facilities across North America. With a focus on state-of-the-art technology and tenant convenience, Mini Mall Storage Properties provides affordable storage options that prioritize safety, security, and innovation. The company is dedicated to seamless customer experiences, encouraging easy loading and unloading for its clients. Additionally, it values a diverse and inclusive workplace, emphasizing teamwork in its growth initiatives.

📋 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