Director of Customer Experience & Care Operations

Mini Mall Storage Properties; Plano (TX); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Group benefits plan

401K matching

Discretionary bonus program

Job summary

Mini Mall Storage Properties in Plano, Texas is seeking a Director, Customer Care Center to lead the day-to-day performance of our centralized customer team. You will drive conversion, improve lead follow-up, and elevate service levels across calls, chat, email, and online inquiries.

As a senior leader, you’ll coach frontline managers, optimize workflows, and partner with IT and Data to deliver data‑driven decisions that improve the end-to-end customer journey and rental conversions.

Qualifications

• 10–12 years in contact center or sales ops.
• 3–5+ years in leadership roles driving performance.
• Proven ability to improve conversion and CX using data.
• Experience with KPI frameworks and vendor management.

Responsibilities

• Lead the Customer Care Center across people, process, and tech.
• Develop a sales-focused CCC with emphasis on conversion and CX.
• Redesign workflows to improve speed and satisfaction.
• Establish and report on KPIs like conversion and SLA.
• Partner with IT, Data to improve reporting and decision-making.
• Manage vendor relationships and scale opportunities.
• Develop and execute sales strategies for a smooth rental process.
• Coach agents to drive conversion and service outcomes.
• Oversee all channels: voice, chat, email, online inquiries.

Skills

Leadership

Contact center ops

Sales optimization

Data analytics

Workforce planning

KPIs

CRM systems

Cross-functional collaboration

Vendor management

Communication

Education

Bachelor's degree in business/operations

Job description

Mini Mall Storage Properties in Plano, Texas is seeking a Director, Customer Care Center to lead the day-to-day performance of our centralized customer team. You will drive conversion, improve lead follow-up, and elevate service levels across calls, chat, email, and online inquiries.

As a senior leader, you’ll coach frontline managers, optimize workflows, and partner with IT and Data to deliver data‑driven decisions that improve the end-to-end customer journey and rental conversions.