VP of Operations & Customer Success
About B2B Realty
B2B Realty is an Ohio-based property management firm built for serious real estate investors. With 10 years of managing properties in Ohio and a team of 50+, we pair professional, systemized operations with investor-first economics. We compete on being the most trusted choice for out-of-state owners who treat their portfolio as a long-term strategy.
The Role
The VP of Operations & Customer Success is our operational execution leader—a level-headed operator who runs the organization on data, metrics, and KPIs. Accountable for both operational performance and the overall experience of owners and residents, this role requires designing long-term solutions and coming to table with 2–3 solutions for every problem identified.
This is a build-and-improve mandate: the role will audit and standardize how we operate, close accountability gaps, and raise service quality while running the operation at a consistently high standard as we scale into new markets.
Reports to: CEO
Direct Reports: Area General Managers (AGMs), Maintenance Manager, Leasing Manager
Key Responsibilities & Ownership
- Customer Experience, Retention & Metrics
- Own Churn & Retention: Drive client retention with primary accountability for maintaining churn under 18% (-1% per $1k refund).
- NPS & CSAT: Own, track, and elevate customer experience metrics across all touchpoints.
- Customer Feedback: Conduct structured service improvement interviews and convert customer feedback into actionable operational adjustments alongside AGMs and Customer Success teams.
- Escalations & Legal Conflicts: Act as the ultimate escalation point to negotiate and resolve complex client issues, legal conflicts, and sensitive situations.
- Operations, Process & Capacity
- Operational SOPs: Design, update, and consistently enforce SOPs across all markets.
- SLA Attainment: Guarantee speed and terms are met 100% of the time across maintenance turnaround, work-order aging, leasing conversion, and collections.
- Capacity Management: Manage organizational design, Average Handle Time (AHT), and operational workflows to ensure lean, scalable growth.
- Revenue Capture & Conversion: Oversee leasing conversion and revenue capture to maximize Revenue per Unit (RPU).
- Team Leadership & Execution
- Lead Operations & L10 Meetings: Lead the operational organization and drive accountability through regular leadership and L10 meetings.
- Performance Management: Establish clear accountability frameworks, run performance management via strict KPIs, and own talent decisions (hiring, development, succession, terminations) in partnership with HR.
- Team Coaching: Direct and coach operational leaders—including AGMs, Maintenance Manager, and Leasing Manager—to ensure cross-departmental alignment and standard execution.
- Growth & Cross-Functional Alignment
- Partner with Sales & Marketing to grow unit count through organic referrals and increased units under management.
- Support institutional and VIP relationships through designated AGMs and relationship managers.
- Coordinate with Marketing, HR, and Systems teams on review workflows, reputation management, and organizational design.
Requirements
- 10+ years of operations leadership experience managing multi-layer and remote/distributed teams.
- Proven track record as a data-driven operator who uses metrics, KPIs, and capacity modeling (AHT) to run an organization.
- Solution-oriented mindset: demonstrated ability to design long-term solutions and bring 2–3 viable solutions to every issue.
- Proven expertise in Churn Management, NPS/CSAT optimization, and customer lifecycle management.
- Strong track record of designing, updating, and enforcing SOPs across distributed markets.
- Expertise in conflict resolution, contract/terms negotiation, and legal escalation handling.
- Sufficient financial literacy to oversee trust accounting, revenue capture, and owner reporting.
Preferred Qualifications
- 15+ years of operations leadership experience.
- Experience in property management, real estate, or high-touch service industries.
- Experience with EOS (Entrepreneurial Operating System) or running L10 meetings.
- Lean, Six Sigma, or PMP certification.
Primary Success Metrics
- Client Churn Rate: < 18% (-1% per $1k refund)
- Net Promoter Score (NPS) & CSAT
- SLA Attainment: 100% speed and terms met
- Operational KPIs: Leasing conversion, vacancy days, collections/delinquency, work-order aging, and AHT
- Revenue per Unit (RPU)
Salary & Benefits
- Competitive Base Salary
- Competitive commission structure for each new unit added
- Comprehensive health insurance coverage & parental leave benefits
- Annual paid leave entitlement
- Attractive incentive structure and clear paths for executive growth
