Vice President, Resident Contact Center Operations

Tricon Residential • Tustin, CA

198d • $162,960 - $302,640 • Hybrid

About The Position

The Vice President of Resident Contact Center Operations functions as the primary strategic business and people leader responsible for the overall vision and day-to-day operations of the Resident Experience Center (REX). This includes the Call Center, Inside Sales and Applications, Collections and Renewals, and all customer service touchpoints. The incumbent has a strong focus on delivering a seamless resident experience that drives resident loyalty and engagement, carrying Tricon Residential's culture and values, as a mentor for others, and communicates effectively to provide clear direction. This seasoned leader has a proven track record of scaling operations, implementing cutting-edge technology solutions, and delivering exceptional resident experiences while driving organizational growth.

Requirements

• Five to ten years of experience in a senior management position with a proven track record in delivering outstanding results in hospitality or property management.
• Experience with omnichannel strategy and digital transformation.
• Knowledge of AI and machine learning applications in customer service.
• Track record of delivering measurable improvements, service metrics and cost efficiency.
• Proven ability to lead changes, drive innovation, and execute customer-centric strategies.
• Data-driven mindset and an aptitude for technology: being adept on all the tools and technologies that help businesses deliver, manage, measure and improve customer experience.
• Exceptional communication, leadership, and stakeholder management skills.
• High degree of initiative and practical problem-solving ability - creative solutions-oriented approach necessary.

Responsibilities

• Develop and execute a long-term vision and comprehensive business plans for the Resident Experience Center (REX) that align with company-wide strategies and growth initiatives, ensuring measurable impact on resident satisfaction, operational performance, and employee engagement.
• Lead the transformation of REX operations to support omnichannel resident experience and digital innovation.
• Translate Tricon's Guiding Principles into actionable strategies and scalable processes that create consistent, high-quality resident and employee experiences across all touchpoints.
• Collaborate with leaders across the organization to ensure aligned execution, efficient workflows, and seamless cross-departmental integration.
• Build, lead, and inspire a high-performing, resident-centric leadership team across the call center, inside sales, applications, collections, renewals, and compliance functions.
• Coach and develop leaders through targeted feedback, performance management, and personalized development plans tied to strengths, growth areas, and career aspirations.
• Create and execute robust succession plans and talent strategies to ensure future leadership readiness and team continuity at every level.
• Champion initiatives to deliver a seamless experience that drives resident loyalty and engagement and build the Tricon 'out-caring' brand.
• Serve as a passionate brand advocate and steward of the Tricon resident experience, ensuring that every team and process reflects our commitment to service, integrity, and care.
• Champion a culture of continuous improvement, accountability, and service excellence - empowering teams to proactively solve problems, anticipate resident needs, and exceed expectations.
• Leverage resident feedback, performance metrics, and frontline insights to drive process enhancements, technology adoption, and innovative service delivery models.
• Act as the key communicator of departmental strategy, KPI goals, and operational initiatives to senior leadership, peers, and frontline teams.
• Maintain a consistent, inspiring leadership presence and open-door approach with employees, ensuring transparent communication, recognition, and feedback loops across all levels.
• Identify, implement, and scale technology systems, including adoption of AI and automation, that optimize operational workflows, improve resident-facing services, and enhance team efficiency.
• Use data-driven insights from KPIs, resident satisfaction scores, financial performance, and employee engagement to inform strategic decisions and quickly adapt to evolving market conditions.
• Liaison with business partners across the organization while proactively identifying risk and building scalable solutions to mitigate it.
• Foster a culture of fairness, respect, and inclusion across all teams, ensuring every employee feels heard, valued, and empowered.
• Build rapport with teams through frequent engagement, active listening, and genuine presence at the frontline of operations.
• Recognize exceptional performance and uphold accountability for service failures, setting the standard for excellence in both resident care and team leadership.

Benefits

• Hybrid work environment
• Competitive salary range of $162,960.00 - $302,640.00 based on experience and skills

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Real Estate
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees