01Responsibilities
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 Rate, NPS, Revenue per Unit (RPU), leasing conversion, delinquency, maintenance turnaround, client churn, and negative accounts.
Lead customer interviews and convert customer feedback into actionable service improvements in collaboration with AGMs, Customer Success, and Customer Service teams.
Build and maintain strong relationships with institutional clients and key portfolio owners, particularly large-scale portfolios.
Serve as the executive escalation point for complex customer issues, legal escalations, operational challenges, and sensitive client situations.
Ensure consistent achievement of Service Level Agreements (SLAs), revenue capture, leasing conversion, and operational performance targets.
Directly manage Area General Managers (AGMs), Maintenance Manager, Leasing Manager, and collaborate with HR for staffing, performance management, and accountability.
Hold leaders accountable to operational and customer success KPIs while coaching and developing leadership capabilities.
Lead through leaders by conducting regular leadership meetings (including Level 10 meetings) to drive execution, accountability, and continuous improvement.
Enforce company policies, Standard Operating Procedures (SOPs), quality assurance standards, and operational consistency across all markets.
Drive a high-performance culture focused on ownership, accountability, execution, and customer success.
Make hiring, performance management, succession planning, and termination decisions for Operations leadership roles.
Partner closely with HR, Marketing, Systems, and Business Process Improvement (BPI) teams to improve organizational effectiveness and operational efficiency.
Provide strategic feedback on organizational design, process optimization, and scalability initiatives.
Identify opportunities to grow the company's unit count by strengthening client relationships and delivering exceptional customer experiences.
Remain actively involved in operational processes and execution to ensure standards are consistently achieved.
02Requirements
10+ years of operations leadership experience managing multi-layer teams.
Proven success improving operational performance, customer retention, and customer satisfaction.
Experience leading Customer Success, Client Success, or Customer Experience functions.
Strong understanding of churn management, retention strategies, and customer lifecycle management.
Excellent leadership, coaching, and people management skills.
Ability to make sound decisions under pressure and effectively manage escalations.
Experience enforcing SOPs and driving operational excellence.
Excellent communication and cross-functional collaboration skills.
High sense of ownership, accountability, and results orientation.
Preferred:
15+ years of operations leadership experience.
Experience working with U.S.-based companies or clientele.
Service industry and institutional client experience.
Property management or real estate industry experience.
Chartered Accountant (CA) or similar operational/financial qualification.
Primary Success Metrics:
#1: Churn Rate ( .
