Note: The job is a remote job and is open to candidates in USA. B2B Realty 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 & Customer Success to lead operational performance while driving customer retention and service excellence 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 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
Skills
- 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
- 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
Benefits
- Competitive commission for each new unit added
- Parental leave benefits
- Annual paid leave entitlement
- Comprehensive health insurance coverage
- Attractive incentive structure
- Strong opportunities for growth and advancement
Company Overview