Director, Customer Care Center (Remote)
About The Position
Mini Mall Storage Properties is seeking a Director, Customer Care Center to lead the day-to-day performance of their 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. The company has experienced rapid growth since beginning operations in 2020 and is dedicated to making storage simple, accessible, and convenient. Their mission is to deliver the Mini Mall Experience with a strong focus on Service, Brand, and Employee Experiences, guided by values of integrity, grit, customer focus, community, and safety and security.
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
- Bachelor’s degree in business, Operations, or related field preferred, or equivalent experience
Nice To Haves
- Experience with outsourced, offshore, or hybrid models is an asset
Responsibilities
- 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
Benefits
- Competitive compensation package
- Group benefits plan
- 401K matching program
- Discretionary bonus program
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
Associate degree
