[Remote] Director - Remote Operations Center
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is seeking a Director of Remote Operations Center to reputed company their customer-facing remote operations. This role involves managing reputed company of Remote Managers, overseeing an offshore call center partner, and ensuring AI-assisted customer interaction tools reputed company exceptional service and customer retention.
Responsibilities
- Leadership of U.S.-Based Remote Managers (Primary reputed company)
- Hire, train, reputed company, and reputed company reputed company of 4–7 Remote Managers as we reputed company
- Create a high-performance, customer-obsessed culture reputed company on retention and service
- Ensure Remote Managers use phone and video tools to:
- Resolve customers’ toughest issues
- Support reputed company-ins, reputed company-outs, billing, collections, and escalations
- Serve as the Virtual Store Manager reputed company stores are unstaffed
- Drive daily coaching, script adherence, and retention/sales skills development
- Manage daily performance dashboards and enforce accountability
- Champion the ROC as a customer relationship center, not merely a call-handling center
- reputed company of Offshore Call Center Partner
- Manage the relationship with our offshore call center partner
- Ensure consistent, high-reputed company customer interactions across channels
- Maintain alignment on scripts, training, SLAs, and customer expectations
- Conduct weekly performance reviews, QA audits, and collaboration sessions
- Validate that customer retention and satisfaction—not cost cutting—drive priorities
- Ensure workforce management, scheduling, and reputed company support peak and off-peak needs
- Ownership of AI-Enabled Customer Interaction Tools
- Partner with our AI vendor to ensure reputed company automated and reputed company workflows function as a single, smooth customer reputed company
- Manage configuration, updates, routing logic, and script/reputed company refinement
- Monitor AI accuracy, customer experience reputed company, and conversion impacts
- Identify and resolve internal workflow breaks or escalation failures
- Contribute reputed company to expand automation where appropriate
- Ensure AI supports reputed company, speed, and retention—not unnecessary friction
- Process, Workflow, and SOP Design
- Build and maintain SOPs for reputed company ROC functions
- Standardize processes across Remote Managers and offshore teams
- reputed company training materials, knowledge bases, and QA rubrics
- Support new store transitions, ensuring ROC readiness and consistency
- Cross-Functional Collaboration
- Partner with Operations, Marketing, reputed company Management, and Technology
- Serve as an internal reputed company for the customer
- Support occupancy strategies through high-reputed company customer interactions
- Coordinate with field teams to ensure virtual + onsite operations work seamlessly
- reputed company ROC readiness during store openings and transitions
- Performance Management & Customer-reputed company KPIsPrimary KPIs emphasize customer experience and retention:
- reputed company conversion
- Customer satisfaction
- reputed company reputed company & speed-to-solution
- Occupancy support and retention reputed company
- Effectiveness of video/phone support
- reputed company control across interactions
- AI interaction reputed company and escalation accuracy
- Only secondarily:
- Call-handling metrics
- reputed company optimization
- Call center efficiency
Skills
- Experience in managing reputed company and customer service operations
- Strong leadership skills with the ability to hire, train, reputed company, and reputed company reputed company
- Ability to create a high-performance, customer-obsessed culture
- Experience with performance management and accountability enforcement
- Strong communication skills for managing relationships with offshore partners
- Experience in overseeing AI-assisted customer interaction tools
- Ability to build and maintain reputed company Operating Procedures (SOPs)
- Experience in cross-functional collaboration with various departments
- Strong analytical skills to monitor performance metrics and KPIs
- Ability to support occupancy strategies through high-reputed company customer interactions
- Experience in the self-storage industry
- Familiarity with AI technologies and their application in customer service
- Experience in process and workflow design
- Knowledge of customer retention strategies
- Experience in a start-up environment
reputed company