Note: The job is a remote job and is open to candidates in USA. White Label Storage is a leading third-party self-storage management company managing over 400 facilities nationwide. The Senior Manager, Operations is responsible for leading and developing a team of Site Managers, ensuring operational excellence and performance across self-storage facilities. This role involves collaboration with various departments to enhance customer experience and drive revenue growth.
Responsibilities
- Lead, coach, and develop a team of Site Managers responsible for managing customer portfolios and facility operations
- Conduct regular one-on-one meetings, coaching sessions, and performance reviews
- Establish clear expectations and accountability for operational execution, customer communication, and portfolio performance
- Monitor team capacity and workload distribution to ensure effective portfolio coverage
- Support onboarding, training, and professional development of Site Managers
- Foster a culture of ownership, accountability, responsiveness, and continuous improvement
- Ensure Site Managers consistently execute company operating standards and procedures. Drive adoption of operational processes related to:
- Customer communication and engagement
- Delinquency management
- Auctions and lien compliance
- Boots on the Ground (BOG) coordination
- Move-ins and move-outs
- Vendor management
- Facility audits and inspections
- Tenant issue resolution
- Monitor execution quality and proactively address operational gaps
- Monitor portfolio performance through key operational and financial metrics
- Partner with Site Managers to identify performance risks and improvement opportunities
- Ensure action plans are developed and executed for underperforming facilities
- Drive accountability for occupancy, revenue growth, customer retention, delinquency reduction, NOI improvement, and overall service delivery standards across assigned portfolios
- Review portfolio performance, health metrics, and escalation trends, partnering with Site Managers to develop and execute improvement plans
- Support Site Managers with owner escalations and complex customer situations
- Ensure customer communication standards are consistently maintained across portfolios
- Reinforce owner-facing best practices and relationship management standards
- Partner with Site Managers to improve customer satisfaction and retention
- Assist in resolving issues that may impact customer sentiment or portfolio retention
- Partner with Revenue Management to support rate review execution and revenue optimization strategies
- Work closely with Marketing to ensure facility performance initiatives are aligned and executed
- Coordinate with Finance regarding billing, delinquency, and financial performance matters
- Collaborate with Customer Service and Call Center teams to improve customer experience and operational efficiency
- Support Transitions during onboarding and stabilization periods as needed
- Identify opportunities to improve operational consistency, efficiency, and scalability
- Drive adoption of company systems, reporting tools, and operational workflows
- Support implementation of new programs, technologies, and initiatives
- Contribute to the development and refinement of operational playbooks, SOPs, and best practices
Skills
- 5+ years of leadership experience in self-storage, property management, multifamily, hospitality, retail operations, or another multi-site operating environment
- 5+ years leading multi-site operations teams, including direct management of site, store, property, or field managers
- Proven experience coaching and developing high-performing teams
- Strong understanding of operational performance metrics and accountability management
- Experience managing multiple priorities across a large portfolio of locations
- Excellent communication, leadership, and problem-solving skills
- Ability to influence outcomes through coaching, accountability, and collaboration
- Experience managing remote teams across multiple states or regions
- Self-storage industry experience strongly preferred
- Experience working within a third-party management environment
- Familiarity with SiteLink, StoreEdge, or similar property management platforms
- Knowledge of self-storage delinquency programs, auctions, lien compliance, and operational best practices
- Experience working directly with property owners, investors, or asset managers
Benefits
- Annual bonus opportunity
- Health, dental, and vision insurance
- 401(k) with company match
- 3 weeks PTO
- Fully remote work environment
Company Overview
White Label Storage offers third-party self-storage management solutions, optimizing operations and occupancy for self-storage owners. It was founded in undefined, and is headquartered in Brooklyn, New York, USA, with a workforce of 11-50 employees. Its website is https://www.whitelabelstorage.com.