Director of Operations, Recurring Revenue

Luxer One

11d • Hybrid

About The Position

Luxer One is seeking a strategic, operationally strong, customer-focused, and driven Director of Recurring Revenue Operations to lead and grow our recurring revenue service offerings, including Luxer Liaison and related Secure Locker service solutions. This position can be based in Sacramento, CA or Charlotte, NC and we offer a hybrid schedule of three days in office, and two days working from home.

This role is responsible for driving sustainable Annual Recurring Revenue growth, improving profitability, and leading operational execution across recurring revenue programs. The Director will oversee day-to-day service operations, develop scalable processes, partner cross-functionally to improve margin and customer satisfaction, and identify new opportunities to expand ARR through strategic partnerships, enterprise opportunities, and untapped verticals.

This is a highly visible leadership role that requires a strong operator who can balance financial performance, customer experience, team development, and business growth.

Requirements

• Proven track record of revenue idea creation and execution.
• Proven experience in operations leadership, customer success, service delivery, or recurring revenue business management.
• Experience leading and developing teams in a fast-paced, growth-oriented environment.
• Strong financial and operational acumen, including experience managing budgets, margins, and KPI-driven performance.
• Demonstrated ability to scale processes, improve efficiency, and build structure in evolving or ambiguous environments.
• Strong customer relationship management skills, with experience handling strategic accounts or service escalations.
• Experience working cross-functionally with Sales, Marketing, Finance, and executive leadership.
• Strong communication skills, with the ability to influence stakeholders across levels and functions.
• Highly organized, self-directed, and able to balance strategic priorities with hands-on operational leadership.
• Strong analytical and problem-solving skills with a continuous improvement mindset.
• Willingness to travel as needed to support new markets, key accounts, and operational initiatives.
• Entrepreneurial/Intrapreneurial mindset.

Nice To Haves

• Experience in recurring revenue, field services, account management, or service operations.
• Experience in multifamily, PropTech, logistics, or related service-based industries.
• Experience launching or scaling new programs, services, or market operations.
• Familiarity with NPS, margin management, and subscription/service-based operating models.

Responsibilities

• Drive sustainable growth in recurring revenue by increasing ARR while actively managing operating expenses to improve contribution margin and long-term financial performance.
• Identify, pursue, and help close new business opportunities within the Secure Locker portfolio, with a focus on strategic partnerships, enterprise accounts, and new vertical expansion.
• Partner with Sales and Marketing to identify high-impact recurring revenue opportunities and support go-to-market execution.
• Evaluate pricing, service delivery, and operational models to improve profitability while maintaining a best-in-class customer experience.
• Monitor and influence key financial outcomes including ARR growth, ARR margin performance, and EBIT.
• Outgoing and personable representative of Luxer One and its expanded services on a national scale.
• Lead and develop a high-performing team responsible for executing day-to-day recurring revenue operations across service programs and markets.
• Oversee operational scheduling, service execution, staffing alignment, and service quality to ensure customer commitments are met consistently.
• Build, refine, and scale processes, SOPs, and operating rhythms that improve efficiency, service consistency, and margin performance.
• Ensure operational KPIs are clearly defined, tracked, and acted upon through regular performance reviews and continuous improvement efforts.
• Support the launch, ramp, and stabilization of new markets and recurring revenue programs until they are ready for localized operational ownership.
• Build and maintain strong relationships with customers, serving as an escalation point and strategic partner for key accounts when needed.
• Help ensure onboarding of new recurring revenue customers is smooth, effective, and aligned with service expectations.
• Maintain world-class NPS by prioritizing service reliability, responsiveness, and proactive support across all major customer touchpoints.
• Use customer feedback, operational data, and market insight to improve service delivery and identify opportunities for expansion.
• Hire, coach, and develop team members responsible for recurring revenue operations and service delivery.
• Build a high-accountability culture focused on execution, responsiveness, customer experience, and continuous improvement.
• Assess resource needs and staffing models to support growth while maintaining productivity and profitability targets.
• Support succession planning and leadership development as programs and markets mature.
• Partner closely with executive leadership to align recurring revenue priorities with broader company goals and ensure accountability for growth targets.
• Work with Finance to review budget versus actual performance, understand variances, and implement timely corrective actions.
• Collaborate with Sales, Marketing, Product, Customer Success, and Operations teams to align strategy, improve execution, and support long-term recurring revenue growth.
• Provide regular reporting and strategic recommendations based on performance trends, risks, and opportunities.

Benefits

• You’ll have opportunities to advance. We’re fans of helping our employees learn different aspects of the business, be challenged with new tasks, mentored, and grow.
• As “Luxens”, we celebrate one another's differences and ideas. We're proud of our culture of diversity and inclusion - and, we have programs that bring us together on important issues and provide educational opportunities for all employees.
• A generous benefits package (Medical, Vision, Dental).
• 401K with employer match.
• Accrued Paid Time Off.
• Accrued Paid Sick Leave.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed
• Number of Employees: 101-250 employees