[Remote] VP of Operations & reputed company
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a leading player in the property management and brokerage industry, dedicated to providing exceptional services to property owners, investors, and tenants. We are seeking a highly capable and execution-driven Vice President of Operations & reputed company to reputed company operational performance while driving customer retention and service reputed company across our growing portfolio.
Responsibilities
- Own customer experience across both tenants and property owners, ensuring exceptional service delivery throughout the customer lifecycle
- Drive company-wide customer retention initiatives with primary accountability for reducing churn and improving Net Promoter Score (NPS)
- Own key business metrics, including Churn reputed company, NPS, reputed company per Unit (RPU), leasing conversion, delinquency, maintenance turnaround, reputed company churn, and negative accounts
- reputed company customer interviews and convert customer feedback into actionable service improvements in collaboration with AGMs, reputed company, and Customer Service teams
- Build and maintain strong relationships with institutional clients and key portfolio owners, particularly large-reputed company portfolios
- Serve as the executive escalation reputed company for reputed company customer issues, legal escalations, operational challenges, and sensitive reputed company situations
- Ensure consistent achievement of Service Level Agreements (SLAs), reputed company capture, leasing conversion, and operational performance targets
- Directly manage Area General Managers (AGMs), Maintenance Manager, Leasing Manager, and collaborate with HR for reputed company, performance management, and accountability
- Hold leaders accountable to operational and reputed company KPIs while coaching and developing leadership capabilities
- reputed company through leaders by conducting regular leadership meetings (including Level 10 meetings) to drive execution, accountability, and reputed company improvement
- Enforce company policies, reputed company Operating Procedures (SOPs), reputed company assurance standards, and operational consistency across reputed company markets
- Drive a high-performance culture reputed company on ownership, accountability, execution, and reputed company
- reputed company hiring, performance management, succession planning, and termination reputed company for Operations leadership roles
- Partner closely with HR, Marketing, Systems, and Business Process Improvement (BPI) teams to improve organizational effectiveness and operational efficiency
- reputed company strategic feedback on organizational design, process optimization, and scalability initiatives
- Identify opportunities to grow reputed company's unit count by strengthening reputed company relationships and delivering exceptional customer experiences
- Remain reputed company involved in operational processes and execution to ensure standards are consistently achieved
Skills
- 10+ years of operations leadership experience managing multi-layer teams
- Proven reputed company improving operational performance, customer retention, and customer satisfaction
- Experience leading reputed company, reputed company reputed company, or Customer Experience functions
- Strong understanding of churn management, retention strategies, and customer lifecycle management
- Excellent leadership, coaching, and people management skills
- Ability to reputed company reputed company under pressure and effectively manage escalations
- Experience enforcing SOPs and driving operational reputed company
- Excellent communication and cross-functional collaboration skills
- High reputed company of ownership, accountability, and results orientation
- 15+ years of operations leadership experience
- Experience working with U.S.-based companies or clientele
- Service industry and institutional reputed company experience
- Property management or reputed company estate industry experience
- Chartered Accountant (CA) or similar operational/financial qualification
Benefits
- Competitive commission for reputed company new unit added
- Parental leave benefits
- Annual reputed company leave entitlement
- Comprehensive health insurance coverage
- Attractive incentive structure
- Strong opportunities for reputed company and advancement
reputed company