Virtual Operations Manager

Storage Asset Management; United States; Remote; USD 70,000 - 90,000; Full time

Job summary

A leading company is seeking a Virtual Operations Manager to oversee nonphysical operations of managed stores. The role involves managing a team, ensuring customer satisfaction, and driving performance against KPIs. This position requires strong leadership and communication skills, a passion for customer service, and the ability to analyze data to improve operations. As a fully remote position, candidates must have a quiet workspace and high-speed internet.

Qualifications

• 1-3 years supervisory experience required.
• 1-3 years sales and/or customer service experience needed.

Responsibilities

• Oversee nonphysical operations of company-managed stores.
• Manage and develop a team of Virtual Store Managers.
• Conduct regular virtual property audits.

Skills

Leadership

Communication

Problem Solving

Customer Service

Education

Bachelor’s Degree

Tools

Microsoft Excel

Microsoft Word

Microsoft PowerPoint

Microsoft Outlook

Job description

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Summary:

Virtual Operations Managers oversee all nonphysical operations of company-managed stores assigned to their districts.

• Manage and oversee a team of Virtual Store Managers and Field Service Representatives.

• Collaborate directly with Virtual Store Managers and Operations counterparts to ensure locations meet and exceed nonphysical property ownership expectations.

• Passionate about hiring, developing, and retaining top talent to deliver exceptional customer experiences.

• Recruit, hire, coach, and retain high-performing Virtual Store Managers through ongoing coaching and leading by example.

• Solicit customer feedback and follow up on service issues.

• Partner effectively with team members and leaders to achieve goals and implement business initiatives. Serve as a resource for operational and customer-related expertise.

• Grow a successful store portfolio by understanding the market and developing district-level strategies tailored to each store’s strengths and opportunities.

• Ensure team members demonstrate sales-focused and customer-centric behaviors.

• Monitor and drive individual and team performance against KPIs.

• Use management tools and financial reports to identify trends and issues in store performance.

• Conduct quality assurance interactions and score them accordingly.

• Lead with integrity, honesty, and knowledge, promoting Storage Asset Management’s culture and values.

• Stay informed about competitors through website analysis and market research.

• Collaborate with Revenue Management on rental rates and discounts.

• Maximize income from merchandise, Tenant Protection Plans, and other sources.

• Support marketing initiatives and policies, holding Virtual Managers accountable.

• Respond promptly to customer inquiries and concerns.

• Recognize operational successes and develop plans to address opportunities.

• Manage P&L, including revenue, payroll, and expenses.

• Conduct regular virtual property audits to ensure operational standards are met.

• Manage delinquent tenant processes, coaching teams to reduce delinquency and improve retention.

• Build and maintain client relationships through ongoing communication.

• Communicate effectively with employees, colleagues, and customers.

• Address personnel issues through coaching and discipline.

• Willingness to travel to designated markets, SAM office in PA, and industry trade shows (approximately 20% travel).

• Perform additional duties as assigned.

Qualifications/Education and/or Experience Requirements:

• 1-3 years supervisory experience.
• 1-3 years sales and/or customer service experience.
• Experience in call centers or Self Storage environments.
• Proven leadership in building and retaining high-performing teams.
• Strong interpersonal, coaching, and communication skills.
• Detail-oriented with the ability to multitask in a dynamic environment.
• Strong analytical and problem-solving skills, with the ability to interpret data and develop solutions.
• Organized and data-driven.
• Customer and employee focused.
• Basic understanding of HR guidelines.
• Passion for sales and customer service excellence.
• Ability to monitor and control payroll and expenses.
• Valid Driver’s License and reliable transportation.
• Proficiency in Microsoft Excel, Word, PowerPoint, and Outlook.
• Bachelor’s Degree is a plus.

Language Skills:

Fluent in speaking and writing English.

Work Hours:

Minimum of 40 hours per week, with regular attendance. Availability for some nights, weekends, and holidays as needed.

Work Environment:

Remote work with a designated quiet location. Must appear on live camera for meetings and customer interactions. High-speed internet (minimum 100 Mbps) required. This position is fully remote and can be performed from home.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Management
• Manufacturing

Industries

• Business Consulting and Services