Director, Customer Care Center

Mini Mall Storage Properties

Director of Customer Care Center leading customer engagement and sales strategies at Mini Mall Storage Properties. Focused on improving customer experience across multiple interaction channels and operational efficiency.

Posted 7/1/2026full-timeRemote • Texas • 🇺🇸 United StatesLeadWebsite

About the role

Key responsibilities & impact

Lead the Customer Care Center across people, process, technology, and performance
Build and evolve the CCC into a sales-focused customer engagement center with a strong emphasis on conversion, customer experience, and operational efficiency
Evaluate and redesign workflows to improve speed, consistency, customer satisfaction, and sales outcomes
Establish, track, and report on KPIs including conversion, answer rate, speed to answer, service level, first contact resolution, quality, customer satisfaction, lead follow-up, and productivity
Partner with IT and Data teams to improve reporting, enable data-driven decision-making, and maximize existing tools
Evaluate CCC technology, systems, vendor tools, and workflows; recommend enhancements, replacements, and new solutions as needed
Manage vendor relationships and identify future vendor opportunities to support capability and scale
Develop and execute sales strategies aligned to company methodology, ensuring a consistent and frictionless rental process
Establish coaching frameworks and performance expectations for agents to drive conversion and service outcomes
Lead follow-up strategies across leads, reservations, online inquiries, missed opportunities, and digital channels
Oversee all customer interaction channels, including voice, chat, email, and online inquiries, ensuring consistency and quality
Evaluate and improve call routing strategies to optimize conversion, service levels, and customer experience

Requirements

What you’ll need

10–12 years of progressive experience in contact center, customer operations, or sales environments, including 3–5+ years in leadership roles
Proven success leading high-volume, sales-driven customer operations with accountability for conversion and service performance
Demonstrated ability to improve conversion, customer experience, and operational efficiency using data and performance insights
Strong experience in workforce planning and operating model optimization in a scaling environment
Experience establishing and managing KPIs and performance frameworks to drive results
Working knowledge of contact center technology, CRM systems, and digital channels, with the ability to optimize tools and vendors
Proven ability to partner cross-functionally across Operations, Marketing, IT, Data, QA, and People & Culture
Experience with outsourced, offshore, or hybrid models is an asset
Bachelor’s degree in business, Operations, or related field preferred, or equivalent experience

Benefits

Comp & perks

Competitive compensation package
Group benefits plan
401K matching program
Discretionary bonus program

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Sales Performance ManagementWorkflow RedesignData-Driven Decision-MakingPerformance Insights AnalysisOperational Efficiency Improvement

Soft Skills

Cross-Functional CollaborationCoaching and MentoringVendor Relationship Management