VP of Operations & Client Services

StorSuite•Austin, TX

1d•$130,000 - $150,000

About The Position

The Vice President of Operations & Client Services is responsible for leading the delivery, performance, scalability, and continuous improvement of all StorSuite service offerings while ensuring exceptional client experiences and operational excellence across the organization. This role serves as the senior operational leader responsible for overseeing StorSuite's core service suites, including Marketing & Website Services, StorPass Technology Services, Tenant Protection Services, Third-Party Management Services, and any potential future services. Through a team of operational leaders, the Vice President ensures each service suite delivers exceptional client outcomes, maintains operational excellence, achieves performance objectives, and supports the company's long-term growth strategy. The Vice President is accountable for building scalable systems, developing operational leaders, establishing accountability, improving client retention, strengthening cross-functional collaboration, and reducing CEO involvement in day-to-day operations. This individual serves as a strategic partner to the CEO and plays a critical role in shaping the operational infrastructure necessary to support long-term growth.

Requirements

Bachelor's degree in Business Administration, Operations Management, Management, Marketing, or a related field preferred.
Minimum of 8–10 years of progressive leadership experience in operations, service delivery, client services, or related leadership roles.
Experience leading multiple business units, service lines, or operational departments with direct responsibility for performance and service delivery.
Proven ability to build and scale operational systems, teams, and processes within a growing organization.
Strong background in process improvement, workflow optimization, operational leadership, and SOP development.
Experience leading client-facing service organizations is preferred.
Demonstrated success managing operational budgets, KPIs, and organizational performance.
Exceptional leadership, communication, problem-solving, and decision-making abilities.
Ability to balance strategic thinking with operational execution in a fast-paced environment.

Responsibilities

Partner with the CEO to develop and execute operational strategies that support company growth, scalability, profitability, and long-term objectives.
Provide operational leadership and recommendations that support executive decision-making and organizational effectiveness.
Evaluate opportunities for service enhancements, operational improvements, technology adoption, and process innovation.
Lead execution of key operational initiatives and cross-functional projects that support company priorities.
Build the operational infrastructure necessary to support continued growth while maintaining service quality and client satisfaction.
Partner with the CEO and VP of Sales & Revenue to cultivate a company-wide culture focused on client retention, service excellence, and growth, with a proactive sales and marketing mindset that drives relationship expansion and revenue opportunities.
Promote cross-functional collaboration that strengthens alignment between sales, client services, and operational teams throughout the client lifecycle, creating opportunities for cross-selling, account growth, and enhanced client value.
Provide executive leadership and oversight for StorSuite's core service suites, including: Marketing & Website Services, StorPass Technology Services, Tenant Protection Services, Third-Party Management Services.
Lead, develop, and hold accountable the operational leaders responsible for each service suite.
Establish performance expectations, service standards, and accountability measures across all service lines.
Monitor service suite performance, profitability, operational effectiveness, and client satisfaction.
Partner with service suite leaders to improve service delivery, operational scalability, and overall client outcomes.
Ensure all service suites operate consistently with company objectives, client commitments, and operational standards.
Own the overall client experience from onboarding through ongoing service delivery.
Develop and implement strategies that improve client satisfaction, engagement, retention, and long-term account health.
Establish and monitor client success metrics and service performance indicators.
Oversee client onboarding processes to ensure a consistent and positive implementation experience.
Serve as the executive point of accountability for client escalations and service-related issues.
Partner with the VP of Sales & Revenue to ensure a seamless transition from client acquisition to service delivery.
Establish and maintain operational policies, procedures, and Standard Operating Procedures (SOPs) across all operational teams and service delivery functions.
Develop scalable systems and workflows that improve consistency, efficiency, accountability, and client outcomes.
Ensure operational teams adopt and adhere to established processes, standards, and best practices.
Continuously evaluate workflows, identify improvement opportunities, and implement automation and efficiency initiatives.
Ensure operational training programs and accountability systems support consistent execution and SOP adoption throughout the organization.
Lead, coach, and develop operational leaders while building leadership capacity and succession plans that support organizational growth.
Establish clear goals, expectations, and accountability measures across all operational departments.
Foster a culture of collaboration, continuous improvement, professionalism, and customer service excellence.
Participate in organizational planning, workforce development, and key hiring decisions.
Ensure department leaders are effectively managing performance, developing talent, and achieving operational objectives.
Develop and reinforce a client-focused culture where operational teams understand their role in client satisfaction, retention, referrals, and identification of opportunities for additional service adoption.
Ensure operational leaders and team members maintain a proactive mindset toward supporting company growth while delivering exceptional client experiences.
Provide executive oversight of StorSuite-owned and third-party managed property operations through the Regional Director of Property Operations.
Ensure managed properties operate consistently with company standards, operational expectations, and client commitments.
Monitor operational performance and support leadership teams in addressing challenges, improving efficiency, and maintaining service excellence.
Review key operational metrics and ensure timely corrective action when performance objectives are not achieved.
Provide strategic input on innovative ways to improve store-level profitability by increasing sales and optimizing expenses for both StorSuite-owned locations and third-party clients.
Oversee operational vendor relationships, strategic partnerships, and third-party service providers.
Evaluate and implement technologies that improve operational efficiency, scalability, and service delivery.
Ensure operational systems and technology platforms effectively support company objectives, client needs, and team performance.
Negotiate and manage vendor agreements, service contracts, and operational partnerships.
Establish, monitor, and report on operational KPIs across all service suites and operational departments.
Develop reporting systems and performance dashboards that provide visibility into operational effectiveness and organizational health.
Establish operating cadences and accountability mechanisms that drive departmental alignment, performance, and execution.
Identify operational risks, bottlenecks, and performance challenges while implementing corrective action plans.
Lead departmental planning processes and support the execution of company-wide initiatives.
Develop and manage departmental budgets in partnership with the CEO and Controller.
Ensure operational resources are allocated effectively to support service delivery, growth objectives, profitability, and organizational priorities.
Identify opportunities to improve efficiency, reduce costs, and maximize operational effectiveness.
Support forecasting, planning, and strategic decision-making through operational analysis and performance insights.