We are seeking a Director, Customer Care Center to lead the day-to-day performance of our centralized customer team. This role is accountable for driving conversion, improving lead follow-up, and strengthening service levels across calls, chat, email, and online inquiries. The Director will lead frontline leaders, optimize workflows and call routing, and use data to drive accountability across conversion, quality, and productivity, while partnering cross-functionally to improve the end-to-end customer journey.
WHAT WILL YOU DO?- 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
WHAT WILL YOU NEED?- 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
WHAT DO WE OFFER?- We live and breathe our core values. We make a difference and have a positive impact on people. We act responsibly and hold ourselves, and each other, accountable. We are a community with a shared ambition to unify our teams and customers. We act deliberately, and always with integrity and compassion.
- With the support from your teammates and senior leadership, you will be empowered to do things differently, grow personally and professionally, and bring your whole self to work. There's no limit to the impact you can make.
- We provide a competitive compensation package comprised of a group benefits plan, 401K matching program, and discretionary bonus program.
- We are committed to a safety-first work environment.
What makes us different makes us stronger. We strive to ensure Mini Mall Storage Properties is a great place to work for everyone; where people feel safe, included, inspired, trusted, and supported so they can be - and bring - their best. We're committed to creating a respectful and inclusive workplace where unique perspectives, experiences, backgrounds, cultures, and attributes are valued and utilized to help achieve better results.
As an organization with operations across different geographies, we celebrate the fact that our workforce is made up of people with diverse demographics. We are committed to ensuring our workplace is fair, equitable, and free of discrimination and harassment. Should you require accommodation to participate fully in the recruitment process, please email [redacted].
