Strategic Senior Director of Customer Experience & Operations – Driving Service Excellence, Journey Innovation, and Operational Leadership to Scale brighthush’s Self‑Storage Portfolio
About brighthush
brighthush is not just a real‑estate investment firm; we are a catalyst for transformative growth in the self‑storage industry. With a laser focus on high‑yield projects across the United States, we uncover undervalued assets, reposition them, and deliver robust returns to investors while creating lasting value for tenants, partners, and communities. In 2021, brighthush was named the 5th fastest‑growing real‑estate company in the U.S. and secured a spot among the top 100 self‑storage owners nationwide. Our relentless pursuit of operational excellence, customer obsession, and innovation has earned us accolades on the Inc. 5000 and the Denver Business Journal’s list of top places to work.
At brighthush, exceptional customer experience is the cornerstone of sustainable growth. Our brand is built on integrity, transparency, and a relentless pursuit of value for every stakeholder. We are looking for a visionary leader who can elevate our customer journey, drive operational efficiencies, and inspire a culture of continuous improvement.
Why Join brighthush?
- Impact at Scale: Shape the experience of thousands of tenants and investors across a rapidly expanding portfolio.
- Innovation‑Driven Culture: Work with cutting‑edge technology, data analytics, and process automation to redefine self‑storage service.
- Remote‑First Flexibility: Enjoy the freedom to work from anywhere while staying connected through weekly virtual huddles, quarterly town halls, and an open‑door policy with senior leadership.
- Career Acceleration: Lead cross‑functional initiatives, mentor high‑impact teams, and participate in executive‑level strategy sessions.
- Competitive Rewards: Attractive base salary, performance bonuses, equity opportunities, and a comprehensive benefits package.
- Community & Impact: Contribute to projects that enhance local communities, create jobs, and promote sustainable development.
Position Overview
The Senior Director of Customer Experience & Operations will own the end‑to‑end customer journey for brighthush’s self‑storage portfolio. Working at the intersection of Customer Care, Operations, and Marketing, this remote role will translate customer insights into actionable strategies that enhance satisfaction, conversion, and retention. You will lead a high‑performing team, develop scalable processes, and partner with cross‑functional leaders to embed a customer‑centric mindset across the organization.
Key Responsibilities
- Team Leadership & Performance Management – Build, coach, and motivate the Customer Care team to consistently meet or exceed service metrics, including a 20‑second phone greet goal and key conversion targets.
- Customer Reputation Management – Own the review and response program across brighthush, maintaining an average online review rating of 4.7+ stars and ensuring timely, professional replies that turn feedback into loyalty.
- Quality Assurance & Audits – Design and execute a comprehensive quality assurance program that guarantees 100% completion of scheduled call and property audits, translating findings into coaching and process improvements.
- Third‑Party Service Strategy – Develop a robust third‑party Customer Care business plan within the first 90 days, covering service model, staffing, technology, pricing, and financials, and lead execution against approved milestones.
- Customer Journey Optimization – Map the entire customer lifecycle from inquiry to tenancy, identify friction points, and spearhead initiatives that create a seamless, consistent experience.
- Retention & Satisfaction Enhancement – Analyze recurring pain points, improve issue resolution workflows, and embed customer needs into operational and service design.
- Process & SOP Development – Create, document, and continuously refine SOPs, escalation paths, and handoff procedures that scale with portfolio growth.
- Cross‑Functional Alignment – Facilitate collaboration between Customer Care, Operations, and Marketing to ensure a unified customer experience strategy.
- Data‑Driven Decision Making – Leverage customer feedback, audit data, and performance metrics to uncover trends, prioritize initiatives, and measure impact.
- Strategic Leadership – Translate customer experience goals into business outcomes, aligning initiatives with growth, marketing, and financial objectives.
Key Performance Indicators
- Consistent achievement of service metrics (e.g., 20‑second greet, conversion rates, autopay enrollment).
- Average online review rating of 4.7+ stars with timely review responses.
- 100% completion of scheduled call and property audits.
- Successful development and execution of a third‑party Customer Care business plan.
- Reduction in customer churn and increase in Net Promoter Score (NPS).
- Implementation of scalable SOPs that reduce operational variance by at least 15%.
Desired Outcomes
- Seamless, friction‑free customer journey that drives higher satisfaction and retention.
- Consistent, high‑quality customer interactions that reinforce the brighthush brand.
- Data‑driven insights that inform continuous improvement and strategic decision‑making.
- Scalable processes that support rapid portfolio expansion without compromising service quality.
- Strong cross‑functional alignment that embeds customer focus into every business function.
Core Competencies
- Customer Experience Focus – Deep understanding of the customer lifecycle and the ability to identify opportunities for delight.
- Leadership & People Development – Proven track record of building high‑performing teams through clear expectations, coaching, and accountability.
- Operational Excellence – Ability to connect customer experience with day‑to‑day operations and develop scalable standards.
- Data‑Driven Decision Making – Expertise in using analytics to uncover trends, root causes, and prioritize initiatives.
- Strategic & Business Acumen – Skill in aligning customer experience initiatives with broader business goals.
- Cross‑Functional Collaboration – Talent for building alignment and influencing across teams.
Qualifications
- Essential: Bachelor’s degree in Business Administration, Management, Operations, or a related field.
- Essential: 7+ years of progressive experience in customer service, customer experience, operations, or a related field, with at least 4 years leading customer‑facing teams.
- Essential: Demonstrated experience owning customer service performance, quality standards, and process improvement across a multi‑location or growing organization.
- Essential: Experience with third‑party or outsourced customer service operations, vendor management, or developing new service offerings.
- Preferred: Background in self‑storage, property management, multi‑site operations, or other distributed consumer services.
- Preferred: Familiarity with Customer Service Platform X, Customer Service Platform Y, Lead Management System, or comparable customer service platforms.
Skills & Competencies
- Exceptional communication and presentation skills.
- Strong analytical mindset with proficiency in data visualization tools.
- Project management expertise, including Agile or Lean methodologies.
- Ability to thrive in a fast‑paced, remote environment.
- High emotional intelligence and a customer‑first mindset.
- Proficiency in Customer Relationship Management System and customer experience platforms.
Career Growth & Learning Opportunities
At brighthush, your growth trajectory is built into the role. You’ll have the chance to:
- Lead cross‑functional initiatives that shape the future of our customer experience strategy.
- Mentor and develop a high‑impact team, building a legacy of leadership excellence.
- Participate in executive‑level strategy sessions, influencing company direction.
- Access continuous learning resources, including industry conferences, certifications, and internal knowledge sharing.
- Benefit from a performance‑based incentive program that rewards innovation and results.
- Explore opportunities to transition into broader corporate roles such as VP of Customer Experience or Chief Operating Officer.
Work Environment & Culture
brighthush fosters a culture of transparency, collaboration, and empowerment. Our remote‑first model gives you the flexibility to work from anywhere while staying connected through weekly virtual huddles, quarterly town halls, and an open‑door policy with senior leadership. We celebrate diversity, encourage creative problem‑solving, and reward bold ideas that drive customer delight. Our teams thrive on autonomy, accountability, and a shared commitment to delivering exceptional value to our tenants and investors.
Compensation & Benefits
- Competitive base salary: $140,000 – $175,000 per year.
- Performance‑based bonus structure tied to customer metrics and company growth.
- Comprehensive benefits package: 401(k) with company match, health, vision, dental, short‑term and life insurance.
- Unlimited paid time off (PTO) and flexible work hours.
- Reimbursement for phone, transportation, and entertainment expenses.
- Access to an innovative cafeteria benefits plan covering wellness, professional development, and lifestyle perks.
- Company‑carried interest program and equity opportunities for long‑term value creation.
- In‑house performance coaching and leadership development programs.
- Annual wellness stipend and mental health resources.
How to Apply
Ready to shape the future of customer experience at brighthush? Submit your resume and a cover letter that highlights your experience in customer‑centric operations and leadership. We’ll review your application promptly and reach out to schedule a conversation. Join us in creating lasting value for our investors, partners, and tenants.